SonicWall NetExtender Troubleshooting

There are a number of issues that can cause the NetExtender to not work as expected. If you suspect there is an issue, the below points can help troubleshoot:

  1. Check if the SSL client is in a connected state. The image on the left shows the SSL client in a connected state and the image on the right a disconnected state:


  2.  See if there is an error message when you try to log in (if you experience password issues, try our guide here or contact for help).
  3. Check if the machine/server has issues with internet access. Disconnect the client and, when you open the command prompt box, type "ping" to see if you get any replies. For more on performing a Ping, see our guide here.
  4. Check if all SIM IPs are unreachable or only a specific range of SIM IPs.
  5. Test the Open SSL VPN on a separate machine or smartphone to see if the problem persists.
  6. If the SSL VPN connects, perform a traceroute to the affected IP.

If you are still experiencing issues after performing all or some of these steps, please raise a support ticket so we can investigate further. Include details of the diagnostics you have tried so far. 

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