Mobile Connect 4.0 Android User Guide

Monitoring and Troubleshooting

This section discusses the Mobile Connect Monitor screen and provides troubleshooting tips.


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Monitoring Mobile Connect

The Monitor screen displays additional details about the connection, statistics on traffic transmitted, DNS information, and routes that have been installed.

The compression ratio is shown when connected to a SonicWall SMA 100 Series / SRA appliance running SRA 7.5 or higher with compression enabled. Traffic over the VPN tunnel is compressed using the LZ4 algorithm.

Monitor screen

The About screen of Mobile Connect displays the version number and legal text.

About screen

When a Mobile Connect session is active, the Android notifications panel includes a key icon indicating that the VPN is connected.

Key icon in notification panel

Tapping on the Network may be monitored message in the Android notification panel displays a dialog that the device is connected to SonicWall.

Network monitoring dialog

Tapping Settings opens the VPN section of the Android Settings app and showing the status of Mobile Connect.

VPN status

Tapping the SonicWall row in the VPN list displays a dialog that provides two buttons:

Cancel - Closes the dialog.
Disconnect - Disconnects the Mobile Connect session.

Disconnect VPN dialog

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Troubleshooting Mobile Connect

This section describes some troubleshooting you can try if you are unable to connect to the SonicWall server.


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Failed End Point Control Check

End Point Control can prevent the connection when the server is an SMA 1000 Series / E-Class SRA appliance or SMA 100 Series / SRA appliance. During the connection process, the connection status displays EPC checking... while the End Point Security policy checks are performed. If the device is not compliant because a security check failed, an error message is then displayed.

EPC checking

You can view the Mobile Connect log for more detailed information about which check failed. For example, you might see the following if an EPC policy was set up to restrict access to only a single device ID (EQUIPMENT ID).

2014-07-10 13:08:23:974 DEBUG Thread-142 - SraEpcManager - Allow Profile:

2014-07-10 13:08:23:976 DEBUG Thread-142 - SraEpcManager - Deny Profile: {}

2014-07-10 13:08:23:977 DEBUG Thread-142 - SraEpcManager - Recurring Mode: 1

2014-07-10 13:08:23:978 DEBUG Thread-142 - SraEpcManager - Recurring Period: 1

2014-07-10 13:08:24:200 DEBUG Thread-142 - SraEvaluator - Evaluate literal:

2014-07-10 13:08:24:200 DEBUG Thread-142 - SraEvaluator - DeviceID<abcda50e-
e13b-1234-b89d-b3da7384a2f5>, expect<1234567890>

2014-07-10 13:08:24:201 INFO Thread-142 - SraEpcManager - Failed allow profile:

When the server is either an SMA 1000 Series / E-Class SRA appliance or an SMA 100 Series / SRA appliance, policies can be created to check different attributes of the Android device, including:

Rooted or Not Rooted
Client certificate installed
Android OS version
Device ID / Equipment ID
Anti-Virus App
Personal Firewall App
Directory name
File name

See the SonicWall SMA Administration Guide for the server for complete information about End Point Control policy options.

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General Troubleshooting

If you are unable to connect to the SonicWall server, perform the following steps to troubleshoot the connection:
Double check that you have entered the server name properly in the connection configuration.
Go to the web browser on your device and attempt to navigate to the SMA appliance web portal.
If you are unable to load the web portal, the problem is with the SonicWall appliance. Contact your network administrator if the problem persists.
If the web portal loads successfully on the browser and you still cannot establish a Mobile Connect connection, notify SonicWall Support, as follows:
On the Settings tab, enable the Debug Logging option.
Attempt a connection to the server again to ensure that full debugging messages are logged for the attempt.
Then return to the Settings tab and tap the Email Logs button. An email will launch in your mail client with the Mobile Connect log attached. Address the email to Support@sonicwall.com. Add any additional comments to the email and tap Send. SonicWall Support staff will contact you after reviewing your case.

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