Hi,
To view the flowchart for the steps listed below, select this link: http://kb.juniper.net/kb/documents/public/resolution_path/J_FW_VPN_Config_or_Trblsh.htm
You can then use the following steps to assist with resolving issues related to Launching/Establishing a connection with Network Connect:
Does this affect One user or Many users? For assistance, see: KB9211 - How do I verify which users an issue is affecting?
One User - Skip to Step 3.
Many Users - Continue with Step 2.
Are the users currently on a supported platform? Consult: KB9212 - How do I know if my client system meets the compatibility requirements to access the SSL VPN?
Yes - Skip to Step 2a.
No - Resolve the requirements issues and try the connection again.
Have there been any recent network changes?
No - Skip to Step 2b.
Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?
Are the NCP settings correctly configured? For assistance, see KB9283 - How do I verify the NCP settings?
Yes - Skip to Step 2c.
No - Correct the NCP settings and try the connection again
Is the NC Connection Profile correctly configured? For assistance, see KB9285 - How do I verify that the NC Connection Profile is configured correctly
Yes - Skip to Step 2d.
No - Correct the NCP Connection Profile and try the connection again
If there is a proxy configured, is it configured correctly? For assistance, consult: KB9232 - How do I verify that the external proxy is configured correctly
Yes - Skip to Step 7.
No - Correct the Proxy configuration and try the connection again.
Is the user currently on a supported platform? Consult: KB9212 - How do I know if my client system meets the compatibility requirements to access the SSL VPN?
Yes - Skip to Step 4.
No - Resolve the requirements issues and try the connection again.
Have there been any recent network changes?
No - Skip to Step 5.
Yes - Refer to the following link for assistance: KB9258 - How do I verify that there haven't been any network changes?
If there is a proxy configured, is it configured correctly? For assistance, consult: KB9232 - How to verify that the external proxy is configured correctly
Yes - Skip to Step 6.
No - Correct the Proxy configuration and try the connection again.
Does the role/realm settings work for other users?
Yes - Skip to Step 7.
No - Consult: KB9105 - How to verify the Role/Realm settings for Network Connect
Has Network Connect client side logging been turned on?
Yes - Skip to Step 8.
No - Consult: KB9210 - How to turn on Network Connect client side logging
Is a software firewall allowing the Network Connect traffic? For assistance, consult: KB9216 - How do I check that a client side software firewall is not preventing access.
Yes - Skip to Step 9.
No - Modify or temporarily disable the software firewall to permit the Network Connect traffic, then try the connection again.
Has a Network Connect clean uninstall and a reinstall been done?
Yes - Skip to Step 10.
No - Consult: KB9081 - How to perform a Network Connect clean uninstall
Collect Network Connect logs and open a case with Juniper Technical Support. Refer to the following link to collect the Network Connect logs and open a case: KB9218 - How to collect the Network Connect logs when opening a case with Juniper Technical
Regards
Gavrilo