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KB9307 - How to troubleshoot issues where Network Connect won't stay connected.

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Last Modified Date9/15/2015 5:40 AM
Synopsis

This article outlines troubleshooting issues with Network Connect disconnecting.

Problem or Goal
Users are experiencing sudden Network Connect session disconnects or hangups.
Cause
Solution

To view the flowchart for the steps listed below, select:  KB9307 Flowchart

 Use the following steps to assist with resolving issues with Network Connect disconnecting:

Does this affect One user or Many users? For assistance, see: KB9211 - How do I verify which users an issue is affecting?

  • One User     - Continue with Step 2
  • Many Users - Skip to Step 3

Is the user currently on a supported platform?  For additional information, consult: KB9212 - How do I know my client system meets the compatibility requirements to access the SSL VPN?

  • Yes - Skip to 2a
  • No   - Resolve the requirements issues and try the connection again
 

Are the users currently on a supported platform? For additional information, consult: KB9212 - How do I know my client system meets the compatibility requirements to access the SSL VPN?

  • Yes - Skip to Step 4
  • No   - Resolve the requirements issues and try the connection again

Have there been any recent network changes?

 Are the NCP settings correctly configured? For assistance, see: KB9283 - How do I verify the NCP settings?

  • Yes - Skip to Step 6
  • No   - Correct the NCP settings and try the connection again.

Are the session timeout settings correct for the role? Consult: KB9284 - How do I verify role timeout settings?

  • Yes - Skip to Step 7
  • No   - Correct the role timeout settings and try the connection again.

Is the Network Connect IP address assignment configured correctly? Consult: KB9285 - How do I verify that the Network Connect Connection Profile settings are correct

  • Yes - Skip to Step 8
  • No   - Correct the IP address settings and try the connection again.

Has Network Connect client side logging been turned on?

Is a software firewall allowing the Network Connect traffic? Consult: KB9216 - How do I check that a client side software firewall is not preventing access

  • Yes - Skip to Step 10
  • No   - Modify or temporarily disable the software firewall to permit the Network Connect traffic, then try the connection again.

Collect Network Connect logs and open a case with Juniper Technical Support.  Refer to the following link to collect the Network Connect logs and open a case: KB9218 - How to collect the Network Connect logs when opening a case with Juniper Technical Support

 

 

Related Links
Attachment 1 
Created ByData Deployment

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