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HUAWEI SecoClient User Access Guide

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Huawei uses machine translation combined with human proofreading to translate this document to different languages in order to help you better understand the content of this document. Note: Even the most advanced machine translation cannot match the quality of professional translators. Huawei shall not bear any responsibility for translation accuracy and it is recommended that you refer to the English document (a link for which has been provided).
Troubleshooting

Troubleshooting

This section describes common faults that may occur during the installation or use of the SecoClient and the troubleshooting methods.

According to the task scenarios of mobile device users, faults can be classified into three types:
  1. Installation and Upgrade Faults
  2. Connection Faults
  3. Service Faults

If the fault persists, contact your enterprise network administrator for technical support. To quickly locate faults, you need to collect information for troubleshooting before obtaining the help information. For details, see Collecting InformationRequired for Troubleshooting.

Collecting InformationRequired for Troubleshooting

If you encounter a fault that cannot be rectified by yourself during the installation or use of the SecoClient, contact your enterprise network administrator to rectify the fault. Before this, you need to collect information for fault locating on your mobile device.

  1. The SecoClient supports Collecting an Error Report. It can collect information in one-click mode and generate an error report file in .zip format.
  2. You need to export the configuration file by referring to Exporting the Configuration File and submit the configuration file and error report file to your enterprise network administrator.

Collecting an Error Report

You can use this function to collect fault locating information in one-click mode and generate an error report file in .zip format.

Before You Start

When generating the error report file, the SecoClient collects the software usage information and some system information (see the following part). Ensure that the following information is strictly protected:

  • error_detail.txt: records the manually entered description of the operation procedure that causes an error as well as the SecoClient version information.
  • netcard_info.txt: records the network adapter information.
  • operate_system_info.txt: records the OS information.
  • proxy_info.txt: records the proxy server information.
  • route_info.txt: records the route information.
  • SecoClient_SecoClientCS_0.log: records the log information generated during the service configuration of the SecoClient, such as the login success or failure and whether the VPN tunnel is properly established.
  • SecoClient_SecoClientUI_0.log: records the log information generated on the configuration UI of the SecoClient, such as the VPN connection configuration and switchover between UI languages.
  • SecoClient_SecoClientPromoteService_0.log: Records the service process information of the SecoClient. The service process is used to ensure the normal running of the SecoClient.
  • Crash file: generated when the SecoClient is shut down unexpectedly. The name of a crash file varies with the cause of the crash. In the Windows system, the file name extension of a crash file is .dmp, while in the Mac OS, the file name extension of a crash file is .core.

Procedure

  1. Right-click the tray icon of the SecoClient.

  2. Click Error Report. In the displayed dialog box, describe the configuration or operation procedure that caused this error and then click OK.

  3. Click Browse to select a directory to which the error report file will be saved.

    NOTE:

    When the compressed package of a fault report is saved in the Linux system, the selected path cannot contain ~ < > | ; ? ' , & #.

  4. Click OK to download the error report file to the specified directory.

Follow-Up Procedure

After an error report is generated, you need to export the configuration file by referring to Exporting the Configuration File and send the error report and configuration file to your enterprise network administrator through email, USB flash drive, or another method. Then, your enterprise network administrator will help you rectify the fault.

Exporting the Configuration File

The configuration file is an .ini file generated by your enterprise network administrator using the configuration file export function of the SecoClient. The file contains all parameters required for creating a specific VPN connection. Therefore, the configuration file is the important reference information for troubleshooting.

Procedure

  1. Select the configured VPN connection from the Connect drop-down list on the main interface of the SecoClient and click on the right.
  2. On the Connection Details window, click Export on the navigation tree and select the directory to which the configuration file will be saved. The default format of the configuration file is .ini.
  3. Click Save to save the configuration file to the specified directory.

Follow-Up Procedure

After the configuration file is exported, you can send the configuration file and error report generated in Collecting an Error Report to your enterprise network administrator by email, USB flash drive, or another method. Then, the enterprise network administrator will help you handle the fault.

Installation and Upgrade Faults

Software Installation Failure

Read the precautions in Installation Precautions to check whether your login account has the administrator permission. Only the users who have the administrator permission can install the SecoClient.

Before installing the software, ensure that the OS environment and version of your mobile device comply with the system configuration requirements described in Installation Precautions.

Software Upgrade Failure

The possible cause is that the software installation package on the gateway is incorrect. Contact your enterprise network administrator for confirmation.

Connection Faults

Fail to Establish a VPN Connection for the First Time

The possible cause is that the firewall of the OS blocks the VPN connection of the SecoClient. In Start > Control Panel > System and Security > Windows Firewall, set the access rule of the built-in firewall of the OS to Permit (the Windows 7 system is used as an example).

The Mobile Device Cannot Identify the Certificate in the USB Key

The possible cause is that the USB key is in poor contact with the USB port of the mobile device or the USB key driver is faulty. Remove the USB key from the USB port and insert it again. If the system still cannot identify the USB key, you need to re-install the USB key driver.

The Message "Tunnel keepalive timed out or negotiation timed out" Is Displayed When a VPN Tunnel Is Established in L2TP Mode

The possible cause is that the encryption and decryption negotiation parameters on the SecoClient and gateway are inconsistent or the SecoClient and gateway are unreachable. In this case, contact your enterprise network administrator to confirm the configuration.

The Message "Failure to Obtain the System Proxy" Is Displayed When System Proxy Is Selected

If you set Proxy Type to System proxy, the SecoClient uses the proxy configuration in the browser. The message "Failure to Obtain the System Proxy" indicates that no proxy is set for the browser.

In this case, set the proxy server by referring to the following procedure:

  1. Open the Internet Explorer and choose Tools > Internet options on the upper right corner. In the displayed dialog box, click the Connections tab.
  2. Click LAN settings and set the proxy server. Obtain the proxy server information from your enterprise network administrator. After the configuration is complete, click OK.
  3. Open the SecoClient, set Proxy Type to System proxy. Then, you can find that the proxy server information set in the browser is automatically added to the Proxy Settings of the SecoClient.

Service Faults

The User Cannot Access the Internet After a VPN Tunnel Is Established

Symptom

After a VPN tunnel is established, the message "The Connection is successful" or "negotiation succeeded" is displayed. In this case, the user can access resources on the enterprise network, but cannot access the Internet.

Analysis and handling

The possible cause is that tunnel separation is not configured. As a result, all traffic enters the VPN tunnel.

SSL VPN, L2TP VPN, and L2TP over IPSec VPN support tunnel separation.

  • SSL VPN tunnel separation involves configuration on the gateway. Therefore, if you cannot access the Internet in an SSL VPN connection, contact your enterprise network administrator to modify the configuration on the gateway.
  • L2TP VPN tunnel separation involves configuration on the SecoClient. Check whether Allow Internet Access is selected and whether the network segment for VPN access is set. If the configuration on the SecoClient is correct, contact your enterprise network administrator.

  • L2TP over IPSec VPN tunnel separation can be configured in two modes. Which mode is used depends on the route configuration for the VPN connection:
    • If Mode Config is selected in the route configuration on the SecoClient, tunnel separation must be configured on the gateway, and the corresponding route must be delivered. In this case, contact your enterprise network administrator to modify the configuration on the gateway.
    • If Allow Internet Access is selected in the route configuration on the SecoClient, check whether the network segment for VPN access is configured. If the configuration on the SecoClient is correct, contact your enterprise network administrator.

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Updated: 2019-02-22

Document ID: EDOC1100025211

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