• Mobile Connect for Android 5.0
• Introduction to Mobile Connect
  • How Mobile Connect Works
  • New Features in Mobile Connect 5.0
  • Additional Feature Information
  • Supported Platforms
    • Android Product Support
    • SonicWall Appliance Support
    • Required Network Information
• Installing and Connecting
  • Installing Mobile Connect
  • Creating and Saving Connections
    • Creating Firewall or SMA 100 Series Connections
    • Creating SMA 1000 Series Connections
  • Initiating a Connection
    • Connecting to a Firewall or SMA 100 Series
    • Connecting to an SMA 1000 Series
  • Configuring Client Certificates
    • Client Certificates with SMA 1000 Series
    • Client Certificates with SMA 100 Series
  • Using the Mobile Connect Widget
  • Installing and Using the Quick Settings Tile
    • Installing the Quick Settings Tile
    • Using the Quick Settings Tile
  • Using App Shortcuts
• Settings, Bookmarks, and Files
  • Settings Overview
    • Settings Section
    • Support Section
    • Additional Settings for SMA 1000 Series
  • URL Control Syntax and Parameters
    • Using the addprofile Command
    • Using the connect Command
    • Using the disconnect Command
    • Using the callbackurl Command Parameter
  • Using Bookmarks
    • Showing and Filtering Bookmarks
    • Supported Bookmark Types
      • Desktop Bookmarks
        • RDP Bookmarks
        • VNC Bookmarks
        • Citrix Bookmarks
      • Web Bookmarks
      • Mobile Connect Bookmarks
      • Terminal Bookmarks
  • Using Files
    • File Types and Policies
      • Supported File Types
      • Unsupported File Types
      • File Policies
• Application Access Control
  • About Application Access Control
  • Logging in and Registering your Device
  • Controlling App Behavior
  • Viewing the App List after Connecting
  • About Learning Mode (Administrators Only)
• Monitoring and Troubleshooting
  • Monitoring Mobile Connect
  • Troubleshooting Mobile Connect
    • Failed End Point Control Check
    • General Troubleshooting
• SonicWall Support
  • About This Document

General Troubleshooting

If you are unable to connect to the SonicWall server, perform the following steps to troubleshoot the connection

1. Double check that you have entered the server name properly in the connection configuration.
2. Go to the web browser on your device and attempt to navigate to the SMA appliance web portal.
3. If you are unable to load the web portal, the problem is with the SonicWall appliance. Contact your network administrator if the problem persists.

4. If the web portal loads successfully on the browser and you still cannot establish a Mobile Connect connection, notify SonicWall Support, as follows:

   1. On the Settings tab, enable the Debug Logging option.
   2. Attempt a connection to the server again to ensure that full debugging messages are logged for the attempt.
   3. 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.