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Troubleshooting error message 'The server is not reachable'
08/09/2024 
1,603 People found this article helpful
515,566 Views
Description
Unable to connect to the UTM device via the NetExtender client. The below error message is displayed by the NetExtender client as the reason:
The server is not reachable. The server may be down or your Internet settings may be down.
Resolution
Resolution for SonicOS 7.X
This release includes significant user interface changes and many new features that are different from the SonicOS 6.5 and earlier firmware. The below resolution is for customers using SonicOS 7.X firmware.
- Please make sure that the SSL-VPN is enabled. Click Network in the top navigation menu. Navigate to SSL VPN | Server Settings by selecting WAN (or the appropriate zone).
- Also, make sure that the SSL VPN port number (4433) is included along with the IP address as the Server when connecting via the NetExtender client.
- Make sure that the NetExtender client is upto date, install the latest available version.
- Very important to verify the network connection.
- Please, reboot the workstation that is having the problem.
- Try connecting again using the WAN IP as server and port number.
- If only one or two machines are facing this issue, it is possible that custom port TCP 4433 is blocked by the client side ISP.
- Please, if the problem persists try on a different ISP connection.
Resolution for SonicOS 6.5
This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.
- Please make sure that the SSL-VPN is enabled. Click Manage in the top navigation menu. Navigate to SSL-VPN | Server Settings by selecting WAN (or the appropriate zone).
- Also, make sure that the SSL-VPN port number (4433) is included along with the IP address as the Server when connecting via the NetExtender client.
- Make sure that the NetExtender client is upto date, install the latest available version and
- Please, reboot the workstation that is having the problem.
- Try connecting again using the WAN IP as server and port number.
- If only one or two machines are facing this issue, it is possible that custom port TCP 4433 is blocked by the client side ISP.
- Please, if the problem persists try on a different ISP connection.
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Categories
- Firewalls > NSa Series > SSLVPN
- Firewalls > NSv Series > SSLVPN
- Firewalls > TZ Series > SSLVPN
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