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AR Router Troubleshooting Guide

This Product Documentation provides guidance for maintaining AR Enterprise Router, covering common information collection and fault diagnostic commands, typical fault troubleshooting guide, and troubleshooting.
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SSL VPN Client Software Cannot Be Used

SSL VPN Client Software Cannot Be Used

Common Causes

NOTE:

AR100&AR120&AR150&AR160&AR200&AR1200&AR2200&AR3200&AR3600 functions as an SSL VPN gateway.

This fault is commonly caused by one of the following:

  • The operating system of the PC does not support the SSL VPN client software.
  • The Java Runtime Environment (JRE) is not installed on the remote terminal.
  • JRE is not properly installed.
  • Java plug-ins are disabled in the browser (IE or Firefox) on the remote terminal.
  • The Java console is not properly configured.
  • No CA certificate or an incorrect CA certificate is loaded.

Troubleshooting Flowchart

Figure 25-10 shows the troubleshooting flowchart.

Figure 25-10  Troubleshooting flowchart for unavailable client software

Troubleshooting Procedure

Context

NOTE:

The Windows XP is used as an example.

Procedure

  1. Check the type and version of the operating system on the PC.

    1. Choose My Computer > Properties to display the System Properties page. View the operating system version in the General tab page. Ensure that the operating system is Windows XP, Windows Vista, or Windows 7.
    2. Choose start > Programs > Accessories > System Tools > System Infomation, and check whether System Type is X86-based PC in System Summary.

      NOTE:

      SSL VPN does not support PCs running the 64-bit operating system.

    If the operating system is incorrect, install a correct operating system.

    If the operating system is correct, go to step 2.

  2. Check whether the JRE is properly installed on the PC.

    1. Choose Control Panel > Add or Remove Programs to check whether JRE 6.0 or a later version is installed on the PC.

      NOTE:

      If you use Firefox 3.6 or later versions, install JRE 6 update 10 or later versions on the PC.

    If no JRE or an incorrect JRE is installed, install a correct JRE.

    If a correct JRE is installed, go to step 3.

  3. Check whether the JRE installed on the PC can be used.

    1. Visit http://www.java.com/zh_CN/download/testjava.jsp and check whether the JRE can be used.

    If the JRE cannot be used, perform the operations on the website until the JRE can be used.

    If the JRE can be used, go to step 4.

  4. Check whether the Java plug-ins are disabled on the PC.

    • Performing the following procedures in the Internet Explorer
      1. Open the Internet Explorer and choose Tools > Internet Options. Click Custom level in the Security tab page.
      2. Choose Scripting > Scripting of Java applets and check whether Enable is selected.
      3. Click OK.
    • Performing the following procedures in the Firefox
      1. Open the Firefox browser. If the Firefox browser is open, restart it.
      2. Choose Tools > Add-ons.
      3. Select Plugins in the Add-ons tab page.
      4. Select the SSL VPN client software and check whether it is Enable.

    If the SSL VPN client software still cannot be used, go to step 5.

  5. Check whether the Java console is properly configured.

    1. Choose start > Setting > Control Panel to enter the classic view of control panel.
    2. Double click the Java icon to open Java Control Panel.
    3. Choose Default Java for browsers in the Advanced tab page and check whether Microsoft Internet Explorer and Mozilla family are selected.
    4. If they are not selected, choose Microsoft Internet Explorer or Mozilla family and click Apply.
    5. Click OK.

    If the SSL VPN client software still cannot be used, go to step 6.

  6. Modify the Java console configuration.

    • Choose start > Setting > Control Panel to enter the classic view of control panel.
    • Double click the Java icon to open Java Control Panel.
    • Choose Java console in the Advanced tab page. Select Show console and click Apply.
    • Click OK.

    If the SSL VPN client software still cannot be used, select Do not start console in Java console and check whether the client software can be used. If not, go to step 7.

  7. Check whether the CA certificate is properly loaded in the browser.

    • Performing the following procedures in the Internet Explorer
      1. Open the Internet Explorer and choose Tools > Internet Options. Click Certificates in the Content tab page.
      2. Choose the Trusted Root Certification Authority tab page to check whether the CA certificate is loaded in the browser.
    • Performing the following procedures in the Firefox
      1. Open the Firefox browser. If the Firefox browser is open, restart it.
      2. Choose Tools > Options. Choose the Encryption tab page in the Advanced tab page.
      3. Click View Certificates. Check whether the CA certificate is loaded in the browser in the Certificate Manager tab page in Authorities.

    If the CA certificate is loaded in the browser, check whether the CA certificate is correct. If not, load a correct CA certificate.

    If the SSL VPN client software still cannot be used, go to step 6.

  8. Check whether the CA certificate is loaded to the Java console.

    • Choose start > Setting > Control Panel to enter the classic view of control panel.
    • Double click the Java icon to open Java Control Panel.
    • Click the Security tab page, Certificates is displayed.
    • Choose Signer CA in the Certificate Type drop-down list box. Check whether the CA certificate is loaded to the Java console in the User tab page. If not, load a correct CA certificate.

    If the SSL VPN client software still cannot be used and the system displays a message indicating that the certificate is incorrect, contact the administrator to provide a correct certificate.

  9. If the fault persists, contact technical support personnel.
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Updated: 2019-05-10

Document ID: EDOC1000079719

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