Data required to troubleshoot Tunnel Client redirection problems.

03/26/2020 8 12076

DESCRIPTION:
Data required to troubleshoot Tunnel Client redirection problems.

RESOLUTION:

Article Applies To:

Affected SonicWall Security Appliance Platforms:

E-Class Secure Remote Access (EX SSL-VPN): 1600, 2500, SRA 6000, SRA 7000.
E-Class Services: Connect Tunnel, OnDemand Tunnel

Firmware/Software Version: All versions.

Problem Definition:

When troubleshooting problems accessing resources via tunnel clients (Connect Tunnel and OnDemand Tunnel access methods) the following data is required for support to diagnose the issue.

1) Packet captures generated on both VPN and Client interface.  Two instances of wireshark must be run on the client machine to gather these.

2) ngutil debug logs

3) Use ping or browser to access the names. 

Note: nslookup is not suitable for dns investigation in VPN cases since it does not use OS resolver. The client generates its own DNS packets.

Resolution or Workaround:

Please walk though the following steps to gather the data outlined above.  These instructions expect that you are using a client machine with wireshark installed.

1) Reset and start ngutil logging via the command line (Start -> Run -> cmd.exe)

ngutil -reset -severity=debug -tail=10 -poll=1 -severity=debug > [your_log_file]

3) Launch Connect Tunnel

4) Open a new instance of wireshark and start a second capture on the VPN interface. 

Capture -> Capture Interfaces -> "WAN (PPP/SLIP) Interface" -> Start

5) Access protected resource via DNS names using ping/browser and make a note of the behavior observed.

6) Stop Connect Tunnel

7) Collect ngutil log (specified in step 1), vpn and ethernet interface captures (steps 3 and 4)

8) Zip all three logs to provide to support along with your notes from step 5.

2) Open wireshark and start a packet capture on your ethernet adapter interface.

Capture -> Capture Interfaces -> [your_ethernet_adapter] -> Start