NetExtender Troubleshooting

See the following tables with troubleshooting information for the Dell SonicWALL SRA NetExtender utility.

 

Table 43. NetExtender Cannot Be Installed

Problem

Solution

NetExtender cannot be installed.
1
Check your OS Version, NetExtender only supports Windows Vista or above, Mac OS X 10.5 or above with Apple Java 1.6.0_10 or above, and Linux OpenSUSE in addition to Fedora Core and Ubuntu. An i386-compatible Linux distribution is required, along with Sun Java 1.6.0_10+.
2
Check that the user has administrator privilege, NetExtender can only install/work under the user account with administrator privileges.
3
Check if ActiveX has been blocked by Internet Explorer or third-party blockers.
4
If the problem still exists, obtain the following information and send to support:
•
The version of Dell SonicWALL SRA NetExtender Adapter from Device Manager.
•
The log file located at C:\Program files\SonicWALL\SRA\NetExtender.dbg.
•
The event logs in the Event Viewer found under the Windows Control Panel Administrator Tools folder.

Select Applications and System events and use the Action /Save Log File as… menu to save the events in a log file.
 

Table 44. NetExtender Connection Entry Cannot Be Created

Problem

Solution

NetExtender connection entry cannot be created.
1
Navigate to Device Manager and check if the Dell SonicWALL SRA NetExtender Adapter has been installed successfully. If not, delete the adapter from the device list, reboot the machine and install NetExtender again.
2
Navigate to Windows Service manager under Control Panel > Administrator Tools > Services. Look for the Remote Access Auto Connection Manager and Remote Access Connection Manager to see if those two services have been started. If not, set them to automatic start, reboot the machine, and install NetExtender again.
3
Check if there is another dial-up connection in use. If so, disconnect the connection, reboot the machine and install NetExtender again.
4
If problem still exists, obtain the following information and send them to support:
•
The version of Dell SonicWALL SRA NetExtender Adapter from Device Manager.
•
The log file located at C:\Program files\SonicWALL\SRA\NetExtender.dbg.
•
The event logs in Control Panel > Administrator Tools > Event Viewer. Select Applications and System events and use the Action /Save Log File as… menu to save the events in a log file.
 

Table 45. NetExtender Cannot Connect

Problem

Solution

NetExtender cannot connect.
1
Navigate to Device Manager and check if the Dell SonicWALL SRA NetExtender Adapter has been installed successfully. If not, delete the adapter from the device list, reboot the machine and install NetExtender again.
2
Navigate to Network connections to check if the Dell SonicWALL SRA NetExtender Dialup entry has been created. If not, reboot the machine and install NetExtender again.
3
Check if there is another dial-up connection in use, if so, disconnect the connection and reboot the machine and connect NetExtender again.
4
If problem still exists, obtain the following information and send them to support:
•
The version of Dell SonicWALL SRA NetExtender Adapter from Device Manager.
•
The log file located at C:\Program files\SonicWALL\SRA\NetExtender.dbg.
•
The event logs in Control Panel > Administrator Tools > Event Viewer. Select Applications and System events and use the Action /Save Log File as… menu to save the events in a log file.
 

Table 46. NetExtender BSOD After Connected

Problem

Solution

NetExtender BSOD after connected.
1
Uninstall NetExtender, reboot machine, reinstall the latest version NetExtender.
2
Obtain the following information and send them to support:
•
The version of Dell SonicWALL SRA NetExtender Adapter from Device Manager.
•
The log file located at C:\Program files\SonicWALL\SRA\NetExtender.dbg.
•
Windows memory dump file located at C:\Windows\MEMORY.DMP. If you can not find this file, then you will need to open System Properties, click the Startup and Recovery Settings button under the Advanced tab. Select Complete Memory Dump, Kernel Memory Dump or Small Memory Dump in the Write Debugging Information drop-down list. Of course, you will also need to reproduce the BSOD to get the dump file.
•
The event logs in Control Panel > Administrator Tools > Event Viewer. Select Applications and System Events and use the Action /Save Log File as… menu to save the events in a log file.