Secure Mobile Access 12.4 Administration Guide

Specific OnDemand Issues

This section describes some troubleshooting tips for specific situations you may encounter when using OnDemand.

Troubleshooting specific OnDemand issues
IssueTroubleshooting tip
OnDemand does not start

On the computer you are trying to start OnDemand, verify that Java or JavaScript is enabled in the Web browser.

If Java is enabled in the browser, also verify that the browser is using a version of the Java Runtime Environment (JRE) that is supported by OnDemand; see Client Components for system requirements.

If both of these options are enabled, and OnDemand still doesn’t start, open the Java Console on the user’s computer to see Java messages. If the problem requires a call to SonicWall Technical Support, you’ll be asked about these messages; see Viewing the Java Console.

An application does not run correctly over OnDemandHave the user check the OnDemand Details page and verify whether the application name is active or inactive. Problems can occur when more than one application is configured to use the same local IP address and port. To see more details about the problem, ask the user to copy the log messages from the OnDemand Details page and email them to you.
OnDemand is installed but not activatedIf both ActiveX and UAC (User Account Control) are disabled on a client computer running Vista SP1, OnDemand can be installed but fails to activate unless Java is configured to keep a cache of temporary files on the local computer. To select the cache setting, go to the Control Panel and open the Java Control panel. In the Temporary Internet Files area, click Settings, and then select Keep temporary files on my computer.
The server-certificate Accept button is unavailable

Under some circumstances, OnDemand may present the user with a server certificate that he or she cannot accept. If the Accept button on the certificate page is unavailable, OnDemand detects a problem with the server certificate. The most common causes of this problem are:

  • Date/time mismatches between client computer and server. Verify that the client computer and the Web proxy service have the correct date and time.

  • The certificate has expired or is not yet valid.

  • The certificate information does not match the server information.

  • The certificate chain is invalid.

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