There are several reasons for a SSL-VPN connection fail. Please isolate the problem further according to the contents below.
- Certain PC environment confirmation: Try to connect with several terminals. Isolate which has a problem, the terminal PC or the network environment.
- Confirm requirements: Version of the OS and browser.
o OS: Windows XP SP3, Windows Vista SP2, Windows 7.
o Browser: Internet Explorer 7.0, Internet Explorer 8.0 or above.
o Browser other than IE is not supported.
- If the requirement is not met by your environment, error messages may appear.
- Check IE configuration: Check if the check box 'Use the same proxy server for all protocols' is on. If not, please check it and try again.
- Conflict with virus scan software or blocked by personal firewall: Temporarily stop virus scan software and try SSL-VPN connection again.
- Conflict with a VPN client driver: On the client PC, check if another VPN client software is installed.
If so, please uninstall it and try again. In certain cases, existing Cisco VPN Client software may cause SSL-VPN connection fail.
- Conflict with PPPoE client software: Please check if a PPPoE client software is installed.
Please refer to the FAQ for the detail.
- In case that PPP or PPPoE software runs at the same time on, please apply Windows Vista SP1.
- IP address overlapping. Please check if the IP address assigned to the Client PC conflicts with the IP address used in FUJITSU Cloud Service S5 or for SSL-VPN connection.
- Check the customer's LAN environment. Try to connect without the customer's LAN (Using a remote data card).
It is possible that Client authentication by proxy server fails because of Internal network or firewall.
- UPDATE LINK!! Restriction: http://globalcloud.sg.fujitsu.com/portal/ctrl/aboutSopNote
- Check authorization for the user. Please check if the user has an administrator privilege.
- On Windows Vista/ Windows 7, run IE selecting 'run as administrator'. Please check it when failing running an Add-on or installation of SSL-VPN client software.
- Protection mode on Windows Vista/ Windows 7. When using SSL-VPN on Windows Vista/ Windows 7, please add the URL to 'trusted sites'. See here for more information.
When running IE under the protection mode on Windows Vista/ Windows 7, file access, registry access, socket access are restricted.
- SSL-VPN connection fails under VPN connection environment. Under an existing VPN connection in session, a SSL-VPN connection will fail.
If that is the case, disconnect the current VPN connection after SSL-VPN authentication screen, and then authenticate the SSL-VPN connection.
- Check the software to switch networks. Check if a network switch software is installed on the client.
- Check whether the network adapter exists. From system property, open the device manager and check if [network adapter] ->
[fujitsu IPCOM SSL-VPN Ethernet Adapter] exists.
- Check if the SSL-VPN client software is installed properly. Please check if the software below exists in control panel-> [Add/delete programs]
-Fujitsu IPCOM SSL-VPN Plugin
-Fujitsu IPCOM SSL-VPN client software
- Check if the add-on is installed properly. In IE, [Tools]-> [Add-on]->display all add-on, please check whether [F3HLVPNF] by [FUJITSU LIMITED] exists.
- The proxy server for an external access: Please check with the administrator in customer's company if the proxy is configured as to block connections other then certain connection.
*e.g.: When SSL-VPN connection establishes, the HTTP header will be [User-Agent: webclient].
If the proxy blocks the header, the SSL-VPN connection won't be established.
- Update the LAN driver. If LAN driver is old, a SSL-VPN connection might not be established. If that is the case, please update the LAN driver.
- Concurrent connection by multiple users. On Windows XP/Windows Vista, if customers use the SSL-VPN connection switching users please disconnect it before switching users.