Secure Mobile Access 100 10.2 Administration Guide

Table of Contents

NetExtender Troubleshooting

See the following tables with troubleshooting information for the SonicWall Secure Mobile Access (SMA) NetExtender utility.

NetExtender Cannot Be Installed
Problem Solution
NetExtender cannot be installed.
  1. Check your OS Version, NetExtender only supports Windows Vista or higher, Mac OS X 10.5 or higher with Apple Java 1.6.0_10 or higher, and Linux OpenSUSE 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. 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 as… menu to save the events in a log file.
NetExtender Connection Entry Cannot Be Created
Problem Solution
NetExtender connection entry cannot be created.
  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 as… menu to save the events in a log file.
NetExtender Cannot Connect
Problem Solution
NetExtender cannot connect.
  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 as… menu to save the events in a log file.
NetExtender BSOD After Connected
Problem Solution
NetExtender BSOD after connected.
  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 you should 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 menu. Of course, 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 as… menu to save the events in a log file.