KB9540 - How to Troubleshoot WSAM Access Issues

This article describes the steps to take to troubleshoot issues with users not being able to access resources through WSAM.

Users are not able to access resources when WSAM is running.

Use the following steps to troubleshoot issues with accessing resources with WSAM:

Is the user on a supported platform? For information about supported platforms, consult: KB9212 - How do I know if my client system meets the compatibility requirements to access the Pulse Connect Secure?

• Yes - Continue with Step 2
• No   - Resolve the supported platform issue and try the access again.

 Is WSAM running? To confirm WSAM is running, see: KB9540 [WSAM] How to Troubleshoot WSAM Access Issues

If using SamLauncher to start WSAM, see: KB3053 - [WSAM] Using WSAM in standalone mode

• Yes - Continue with Step 3
• No   - Start WSAM and try the access again.

Is the type of traffic supported by WSAM?

• Yes - Continue with Step 4
• No / Don't Know - For information on supported traffic types, consult: KB9534 - [WSAM] What traffic types does WSAM support?

Have there been any recent network or configuration changes in the environment?

• Yes - Refer to the following link for assistance: KB9258 - [PCS] How do I verify that there hasn't been any network changes?
• No   - Continue with Step 5

 Is the access role configured correctly? Refer to the following link to verify the role being used: KB9535 - How to verify which role is being used for WSAM.

• Yes - Continue with Step 6
• No  - Correct the configuration and try the access again.

 Is the resource correctly configured as an application or as a destination? Refer to the following link to determine how the resource is configured: KB9536 - [WSAM] How do I confirm how WSAM access is configured for a Role

• If the resource is configured as an application - Continue with Step 7
• If the resource is configured as a destination - For assistance with checking the configuration, consult: KB9536 - [WSAM] How do I confirm how WSAM access is configured for a Role
  Then, skip to Step 8.

 For a resource configured as a custom or a predefined application, is the configuration correct? Refer to the following link to verify the application configuration: KB9537 - [WSAM] User's cannot access resources. How do I check the configuration for Custom vs. Predefined in Application mode for WSAM?

• Yes - Continue with Step 8
• No   - Correct the configuration and try the access again.

Do the resource policies allow access to the resource? For assistance, consult: KB9538 - How to verify that the WSAM/JSAM Resource Policy is allowing access to a Resource

• Yes - Continue with Step 9
• No   - Modify the resource policies to allow access and try the access again.

Is there a 3rd party software Firewall or Anti-Virus that is blocking the access? Refer to the following link: KB9216 - [Pulse / Network Connect] What executable(s) must be allowed to run in order for Pulse Secure Desktop client or Network Connect client to launch/connect?

• Yes - Modify the settings on the Firewall/Anti-Virus and try the access again.
• No   - Continue with Step 10

If the above steps do not resolve accessing a resource with WSAM, additional logs will be needed to further troubleshoot.  Refer to the following link to collect the necessary logs and open a case with Pulse Secure Support: KB9539 - How to collect the necessary logs to further troubleshoot a WSAM Access issue.