Secure Mobile Access 12.4 Administration Guide

Installation

Troubleshooting installation issues
IssueTroubleshooting tips
Connect Tunnel client does not install

The provisioned client is delivered to client computers as an installation package. If the installation procedure fails, the following may explain the issue or offer a solution:

  • System is not supported: Ensure that the client computer’s system software is supported by the Connect Tunnel client.

  • Client software doesn’t match system requirements: If users can access WorkPlace, install the client that is available in WorkPlace.

  • User does not have local administrator rights: Users must have administrator rights to install the Connect Tunnel client.

  • The Connect Tunnel client installation log file (ngsetup.log) may contain information that can help troubleshoot installation issues. On Windows Vista, the file is located in the ProgramData folder, which is hidden by default:

    [drive:]\ProgramData\SMA1000\ngsetup.log

OnDemand Tunnel agent does not install

The OnDemand Tunnel client is automatically installed and activated when a user browses to WorkPlace after authenticating in an appropriately configured realm. Typically, the OnDemand Tunnel agent operates without user intervention, providing secure, tunneled access to configured resources as long as WorkPlace is running. If the OnDemand Tunnel agent fails to install or activate, the following may explain the issue or offer a solution:

  • Installing OnDemand Tunnel requires administrator rights.

  • OnDemand Tunnel not enabled for this Workplace realm: On the main navigation menu in AMC, click Realms. The Realms page displays a list of all realms defined for the appliance. To review the settings affecting the network tunnel service for a particular realm, click the realm name. On the Communities tab of the Configure Realm page, click Edit in the Access Methods area. Ensure that the Network tunnel client checkbox is selected.

  • System is not supported: Ensure that the client computer’s system software is supported by the OnDemand Tunnel agent.

  • Browser is not supported: Ensure that the user is running a Web browser that is supported by the OnDemand Tunnel agent. See Client Components for system requirements.

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