• NetExtender 10.2 for Secure Mobile Access
• NetExtender Feature Overview
  • Document Scope
    • What is NetExtender
    • Benefits of using NetExtender
    • NetExtender Concepts
      • Stand-Alone Client
      • Installing NetExtender through Microsoft Installer - Pre-filling the Server and Domain Fields
      • NetExtender support Network logon (PreLogon)
      • Multiple Ranges and Routes
      • IP Address User Segmentation
      • Client Routes
      • External Authentication Methods
      • Point to Point Server IP Address
      • Tunnel All Mode
      • Proxy Configuration
      • About SMA Connect Agent
      • Supported Operating Systems for Connect Agent
    • Supported Platforms
      • NetExtender Client Versions
      • Supported Clients
      • Supported SonicWall Appliances
    • Feature Support in NetExtender
• Configuring NetExtender
  • User Prerequisites
  • User Configuration Tasks
    • Installing NetExtender on Windows
    • Enabling Network Logon (PreLogon) feature on NetExtender
    • Launching NetExtender Directly from Computer
      • Installing NetExtender with Microsoft Installer
    • Configuring NetExtender Properties
      • Configuring Connection Profile Settings
      • Configuring Settings
      • Connection Scripts Settings
      • Configuring Proxy Settings
      • Configuring Log Settings
      • Configuring Acceleration Settings
      • Configuring Packet Capture Settings
      • Configuring Languages Settings
      • Configuring Protocol
    • Installing NetExtender on Linux
    • Using NetExtender on Linux
• Using NetExtender
  • Viewing the NetExtender Log
  • Disconnecting NetExtender
  • Upgrading NetExtender
  • Changing Passwords
  • Authentication Methods
  • Uninstalling NetExtender
  • Verifying NetExtender operation from the System Tray
  • Using the NetExtender Command Line Interface
• NetExtender Troubleshooting
• SonicWall Support
  • About This Document

NetExtender Troubleshooting

This chapter provides you help with troubleshooting information for the SonicWall NetExtender utility.

NetExtender Cannot Be Installed

• Problem: NetExtender cannot be installed.

• Solution:

  1. Check your OS Version, NetExtender only supports Linux OpenSUSE, CentOS, Red Hat Enterprise in addition to Fedora Core and Ubuntu. An i386-compatible Linux distribution is required, along with Sun Java 1.6.0_10+.
  2. Check that the user has administrator privilege, NetExtender can only install/work under the user account with administrator privileges.
  3. Check if ActiveX has been blocked by Internet Explorer or third-party blockers.
  4. If the problem still exists, obtain the following information and send to support:
     • The version of Secure Mobile Access NetExtender Adapter from Device Manager.
     • The log file located at C:\Program files\SonicWall\SMA\NetExtender.dbg.
     • The event logs in the Event Viewer found under the Windows> Control Panel >Administrator Tools folder. Select Applications and System events and use the Action /Save Log File menu to save the events in a log file.

NetExtender Connection Entry Cannot Be Created

• Problem: NetExtender connection entry cannot be created.
• Solution:

  1. Navigate to Device Manager and check if the Secure Mobile Access NetExtender Adapter has been installed successfully. If not, delete the adapter from the device list, reboot the machine and install NetExtender again.

  2. Navigate to Windows Service manager under Control Panel > Administrator Tools > Services. Look for the Remote Access Auto Connection Manager and Remote Access Connection Manager to see if those two services have been started. If not, set them to automatic start, reboot the machine, and install NetExtender again.

  3. Check if there is another dial-up connection in use. If so, disconnect the connection, reboot the machine and install NetExtender again.

  4. If problem still exists, obtain the following information and send them to support:

     • The version of Secure Mobile Access NetExtender Adapter from Device Manager.

     • The log file located at C:\Program files\SonicWall\SMA\NetExtender.dbg.

     • The event logs in Control Panel > Administrator Tools > Event Viewer. Select Applications and System events and use the Action /Save Log File menu to save the events in a log file.

NetExtender Cannot Connect

• Problem: NetExtender cannot connect.
• Solution:
  1. Navigate to Device Manager and check if the Secure Mobile Access NetExtender Adapter has been installed successfully. If not, delete the adapter from the device list, reboot the machine and install NetExtender again.
  2. Navigate to Network connections to check if the Secure Mobile Access NetExtender Dialup entry has been created. If not, reboot the machine and install NetExtender again.
  3. Check if there is another dial-up connection in use, if so, disconnect the connection and reboot the machine and connect NetExtender again.
  4. If problem still exists, obtain the following information and send them to support:
     • The version of Secure Mobile Access NetExtender Adapter from Device Manager.
     • The log file located at C:\Program files\SonicWall\SMA\NetExtender.dbg.
     • The event logs in Control Panel > Administrator Tools > Event Viewer. Select Applications and System events and use the Action /Save Log File menu to save the events in a log file.

NetExtender BSOD After Connected

• Problem: NetExtender BSOD after connected
• Solution:
  1. Uninstall NetExtender, reboot machine, reinstall the latest version NetExtender.
  2. Obtain the following information and send them to support:
     • The version of Secure Mobile Access NetExtender Adapter from Device Manager.
     • The log file located at C:\Program files\SonicWall\SMA\NetExtender.dbg.
     • Windows memory dump file located at C:\Windows\MEMORY.DMP. If you cannot find this file, then open System Properties click Startup and Recovery Settings under the Advanced tab.
     • Select Complete Memory Dump, Kernel Memory Dump or Small Memory Dump in the Write Debugging Information drop-down list. You should also reproduce the BSOD to get the dump file.
     • The event logs in Control Panel > Administrator Tools > Event Viewer. Select Applications and System Events and use the Action /Save Log File menu to save the events in a log file.

Related Topics:

• https://www.sonicwall.com/support/search-results/?searchtext=netextender+config
• https://www.sonicwall.com/support/knowledge-base/dns-ip-not-getting-updated-on-netextender-after-changing-the-dns-on-the-box/180619133203645/
• https://www.sonicwall.com/support/knowledge-base/enable-proxy-settings-in-the-netextender/170505506096633/
• https://www.sonicwall.com/support/knowledge-base/sonicwall-net-extender-service-is-grayed-out-with-9-0-x-msi-file/190314150454875/
• https://www.sonicwall.com/support/knowledge-base/damaged-version-of-net-extender-error-message-on-windows-10/170707194358278/
• https://www.sonicwall.com/support/knowledge-base/unable-to-log-in-with-netextender-while-using-german-special-characters/170502534932980/