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Access Manager Client-Side Reference

The following sections outline information that can help end-users and administrators when installing, running, and troubleshooting Access Manager on end-users’ computers.

Client-Side System Requirements

The user can install Access Manager on any Windows XP or Windows Vista machine with an Internet connection. The user must have administrator privileges to install the client, but not to run it.

Access Manager can run simultaneously on the same computer with other Juniper Networks clients, including the Odyssey Access Client (OAC), Network Connect client, Windows Secure Application Manager (WSAM) client, Host Checker client, and WX client.

Client-Side Files

This section lists the directories where Access Manager installs files on a user’s computer, the files it installs, and the files that remain after the user uninstalls the client.

Table 115: Access Manager Client-Side Files

Installation Directory	Files Installed in Directory	Files Remaining After Uninstall
%COMMONFILES%\Juniper Networks\Connection Manager	ConnectionManagerService.dll install.log Uninstall.exe Uninstall.exe.manifest versionInfo.ini	install.log
%COMMONFILES%\Juniper Networks\ConnectionStore	ConnectionStoreService.dll dcfDOM.dll install.log Uninstall.exe Uninstall.exe.manifest versionInfo.ini	install.log
%COMMONFILES%\Juniper Networks\IPSecMgr	install.log ipsecmgr.dll Uninstall.exe Uninstall.exe.manifest versionInfo.ini	install.log
PROGRAMFILES%\Juniper Networks\Juniper Access Manager	AccessServiceComponent.x86.exe ConnectionMgrComponent.x86.exe ConnectionStoreComponent.x86.exe install.log IPSecMgrComponent.x86.exe JamGUIComponent.x86.exe JamInstaller.dep jnprnaInstall.exe TunnelManagerComponent.x86.exe Uninstall.exe Uninstall.exe.manifest versionInfo.ini vpnAccessMethodComponent.x86.exe	install.log Log file location: C:\Documents and Settings\All Users\Application Data\Juniper Networks\Logging
%COMMONFILES%\Juniper Networks\JamUI	install.log jamCommand.exe jamTray.exe jamUI.exe jamUIResource_EN.dll uiPlugin.dll Uninstall.exe Uninstall.exe.manifest versionInfo.ini	install.log
%COMMONFILES%\Juniper Networks\JUNS	access.ini dsAccessService.exe dsInstallerService.dll dsLogService.dll install.log Uninstall.exe Uninstall.exe.manifest versionInfo.ini	install.log
%COMMONFILES%\Juniper Networks\JNPRNA	install.log jnprna.cat jnprna.inf jnprna.sys jnprnaapi.dll jnprnaNetInstall.dll jnprnaNetInstall.log jnprna_m.cat jnprna_m.inf jnprva.cat jnprva.inf jnprva.sys jnprvamgr.cat jnprvamgr.dll jnprvamgr.inf jnprvamgr.sys nsStatsDump.exe uninst.exe versionInfo.ini %WINDIR%\system32\drivers\jnprna.sys %WINDIR%\system32\drivers\jnprva.sys %WINDIR%\system32\drivers\jnprvamgr.sys	install.log jnprnaNetInstall.log
COMMONFILES%\Juniper Networks\Tunnel Manager	dsTMClient.dll dsTMService.dll dsTunnelManager.dll install.log TM.dep Uninstall.exe Uninstall.exe.manifest versionInfo.ini	install.log
%COMMONFILES%\Juniper Networks\vpnAccessMethod	install.log Uninstall.exe Uninstall.exe.manifest versionInfo.ini vpnAccessMethod.dll vpnAccessMethod_EN.dll	install.log

Client-Side Registry Changes

This section lists the Windows Registry changes that the Access Manager client and components make to your users’ computers when creating dynamic VPN tunnels.

Table 116: Access Manager Client-Side Registry Changes

Registry Key Location	Registry Key Changes
HKEY_LOCAL_MACHINE\SOFTWARE\Juniper Networks\Common Files	jnprnaapi"="C:\\Program Files\\Common Files\\Juniper Networks\\JNPRNA\\jnprnaapi.dll jnprvamgr"="C:\\Program Files\\Common Files\\Juniper Networks\\JNPRNA\\jnprvamgr.dll nsStatsDump"="C:\\Program Files\\Common Files\\Juniper Networks\\JNPRNA\\nsStatsDump.exe dsLogService"="C:\\Program Files\\Common Files\\Juniper Networks\\JUNS\\dsLogService.dll dsTMClient"="C:\\Program Files\\Common Files\\Juniper Networks\\Tunnel Manager\\dsTMClient.dll dsTunnelManager"="C:\\Program Files\\Common Files\\Juniper Networks\\Tunnel Manager\\dsTunnelManager.dll
HKEY_LOCAL_MACHINE\SOFTWARE\Juniper Networks\Logging	LogFileName"="C:\\Documents and Settings\\All Users\\Application Data\\Juniper Networks\\Logging\\debuglog.log "Level"="3" "LogSizeInMB"="10"
HKCU\Software\Juniper Networks\Access Manager\	(Content varies. Contains client configuration data downloaded from the server.)

Client-Side Error Messages

This section lists possible errors that end users might see when installing or running Access Manager.

The following table lists the possible errors that the end user might see, the possible causes for the messages, and suggested actions.

Table 117: Dynamic VPN Client-Side Errors

Error Message	Possible Causes	Suggested User Action
Component instance already in use	Internal error	Try to reconnect to the firewall.
Memory allocation failure	Internal error	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Failed to load connection store	Internal error	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Cannot get connection information for firewall	Internal error. Could not retrieve connection information for the specified firewall.	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Authentication failure: Unknown HTTP response code	Internal error. Could not decipher the HTTP response.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Authentication failure: Incorrect username or password	The user entered an invalid username or password.	Reenter your credentials.
Authentication failure: Firewall is out of licenses	All available licenses are currently being used for other dynamic VPN sessions or no licenses are installed for the feature.	Try to reconnect to the firewall once a license has been freed by another user. If the problem persists, contact your system administrator.
Authentication failure: No configuration available	No configuration is currently available for the specified user account.	Contact your system administrator.
Cannot create IPsec route entry	Internal error. Failed to read route entry from the connection store.	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Failed to read route entry from connection store	Internal error. Failed to read the route entry from the connection store.	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Failed to add route entry to policy	Internal error. Failed to add the route entry to the connection store.	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Failed to initialize IPsec Manager	Internal error. Failed to initialize the IPsec Manager.	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
IPsec authentication failed	Phase 1 negotiations, extended authentication (Xauth), or Phase 2 negotiations failed.	Try to reconnect to the firewall.
IPsec configuration failed	Internal error or policy configuration error. The Tunnel Manager was unable to configure the local IP settings.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
IKE negotiations failed	The components cannot agree on security parameters during the IKE exchange. The administrator probably needs to reconfigure the Phase 1 proposal.	Contact your system administrator.
Failed to initialize authentication	Failed to authenticate when connecting to the firewall, possibly because the specified hostname did not resolve against the distinguished name server (DNS).	Try to reconnect to the firewall.
Failed to connect to server	The TCP connection to the Web server failed during authentication, possibly due to network connectivity issues.	Try to reconnect to the firewall.
Failed to send initial HTTP request	Web server authentication failed, possibly due to network connectivity issues.	Try to reconnect to the firewall.
Failed to get HTTP response	Web server authentication failed.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Firewall refused authentication request	Web server authentication failed.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Client failed to provide login page	Web server authentication failed.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Server failed to send authentication request	Web server authentication failed.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Server failed to respond to authentication request	The client sent the user’s credentials to the Web server, but the server failed to respond in a useful manner.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Authentication negotiation failed	Web server authentication failed.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Failed to get configuration from firewall	Web server authentication failed.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
The user cancelled authentication.	User canceled authentication	Try to reconnect to the firewall and reenter your credentials.
Failed to enter username or password	Authentication request timed out.	Try to reconnect to the firewall and reenter your credentials.
Server failed to request username and password	The client failed to display the user interface asking the user for credentials.	Exit and restart Access Manager. If the problem persists, contact your system administrator.
Your client state is preventing the connection	The user’s client is in an inoperable state.	Try to reconnect to the firewall. If the problem persists, exit and restart Access Manager.
Cannot open connection store	The client could not contact the connection store.	Exit and restart Access Manager. If the problem persists, reinstall Access Manager.
Cannot process configuration provided by firewall	The script provided by the firewall was in someway unusable. The configuration might need to be updated on the server.	Try to reconnect to the firewall. If the problem persists, contact your system administrator.
Access Manager is not running	The Access Manager service is not running.	Exit and restart Access Manager.
Please select a connection	The user chose Start Connection without selecting a connection first.	Select the firewall you want to connect to and then choose Start Connection.
Are you sure you want to delete the selected connection?	The user chose Delete Connection.	Specify whether or not you want to delete the selection connection profile.
Cannot add new connection. Service is not running.	The Access Manager service is not running; therefore it cannot create a new connection profile.	Exit and restart Access Manager. If the problem persists, reinstall Access Manager.
Cannot add new connection	The Access Manager failed to add the new connection profile.	Try again. If the problem persists, exit and restart Access Manager.
Connection name is already in use	Unable to add connection profile because the specified connection name already exists.	Specify a unique name for the connection profile.
Please reinstall Access Manager	Files could not be found when trying to finish the operation.	Reinstall Access Manager.
Invalid server certificate	Certificate validation failed.	Check client-side logs to determine why the certificate failed.
Initializing service...	Initializing one of the client’s core components. If the component does not initialize, the client cannot function.	Wait for the service to finish initializing.

Client-Side Logging and Connection Information

Access Manager provides the following logging and connection information that you can use to troubleshoot client-side issues:

Client-side logs: To view client-side logs, open Access Manager and choose Save logs and diagnostics from the File menu. Select a location on your computer to save the zipped log files and click Save.
Detailed logs: To create more detailed client-side logs, open Access Manager and choose Enable Detailed Logging from the File menu.
Firewall connection information: To view connection information for a given firewall, open Access Manager, select the firewall, right-click, and choose Status.

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