Reset Search
 

 

Article

KB9540 - How to Troubleshoot WSAM Access Issues

« Go Back

Information

 
Last Modified Date9/10/2016 3:55 AM
Synopsis
This article describes the steps to take to troubleshoot issues with users not being able to access resources through WSAM.
Problem or Goal
Users are not able to access resources when WSAM is running.
Cause
Solution

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

Step one 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.

Step two 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.

Step three Is the type of traffic supported by WSAM?

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

Step five 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.

Step six 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

Step seven 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.

Step eight 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.

Step nine 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

Step ten 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.

Related Links
Attachment 1 
Created ByData Deployment

Feedback

 

Was this article helpful?


   

Feedback

Please tell us how we can make this article more useful.

Characters Remaining: 255