SafeLinx Client problems

Review the frequently asked questions and answers that are not related to log in problems with SafeLinx Clients.

Browse these questions, then link to the following answers.

Answers to the problems with the SafeLinx Client include:

  1. What does a red X over the SafeLinx Client icon mean?

    This symbol SafeLinx Client network out-of-range icon is the Network out-of-range indicator or the Network congestion indicator, shown over the SafeLinx Client icon in the Microsoft Windows system tray. If you are using the client and moved into an area where the network cannot be reached, it causes a delay in network traffic. When the situation clears, the red icon disappears.

  2. What happens to my SafeLinx Client connection when I have no signal and I am connected/logged in to the SafeLinx Server?

    The SafeLinx Client connection can be thought of as having two parts. The first part is the physical network connection you have from your device to your company network. The second part is the connection between the SafeLinx Client and the SafeLinx Server. If you lost your signal to the physical network, the virtual connection between the SafeLinx Client and the SafeLinx Server is maintained. If your device comes back into an area of network coverage again, then you can resume your activity.

    How the SafeLinx Client is able to resume this activity is based in part on the type of connection you have. One situation where you would not be able to resume normal activity would be if you remained out-of-range for a long enough time. Then the SafeLinx Server logs you off due to inactivity. This amount of time is configurable on the SafeLinx Server and can also be turned off.

  3. What happens to my SafeLinx Client connection when I go out-of-range of my network?

    It depends on how your current connection to the SafeLinx Server is configured and what interfaces are defined. When the client device moves out of range of your network, the SafeLinx Client receives an out-of-range event indication (device and operating system dependent). This indication causes the client to suspend that interface for data transfer. If the SafeLinx Client is configured to include another network interface and it is in range, the SafeLinx Client roams to that interface, makes it active, and uses it. The SafeLinx Client waits for your network device to signal that it is back in range and the client resumes the connection. The SafeLinx Client typically uses what is called a Default Local Interface that determines which networks are used first when they are in range. For a complete discussion of cross-network roaming, see Using the SafeLinx Client in the SafeLinx Client for Windows User's Guide.

  4. I can log on using the SafeLinx Client, but my applications do not seem to work. What is wrong?
    1. If you are using a desktop Windows device, open a command prompt and issue the ipconfig /all command. Make sure that the adapter for the SafeLinx Client has an IP address assigned. The adapter will have a Description of SafeLinx Client Virtual Adapter.
      The output can be interpreted as follows:
      Connection-specific DNS Suffix
      This suffix is likely to be your company domain.
      IP address
      The IP address supplied by the SafeLinx Server.

      It is important that this address is valid and comes from the DHCP address pool defined in the SafeLinx Server. If this address does not come from the DHCP pool or is not a valid address, then this invalid address is the reason for the problem.

      Subnet Mask
      This parameter is the subnet mask which needs to come from your SafeLinx Server's DHCP pool configuration.
      Default Gateway
      This output is the IP address of the router where the IP traffic is sent first. For the SafeLinx Client, this field might be valid if it is blank.
    2. Issue a ping command against the mobile network interface (MNI) address of the SafeLinx Server. The MNI address is available from the SafeLinx Server administrator. If you are able to ping the MNI, then you know that a good connection exists between the device and the SafeLinx Server.
    3. Another visual indication to see whether IP packets are flowing is to use the SafeLinx Client status information. On Windows desktop systems, right-click the SafeLinx Client icon in the system tray and click Status, then click the Statistics tab. The status window shows the number of packets sent and received, the number of bytes sent and received, and the time of the current client connection. If the packets-sent count as not increasing when you attempt to use an application, then the traffic is not leaving the SafeLinx Client. Check the SafeLinx Client configuration for errors.
    4. During the login attempt the packets sent and received by the SafeLinx Client are displayed in the connection graphical interface. One side are Packets Sent and the other are Packets Received. Both sides should be increasing. If packets are sent, but not received, it is most likely that they are not being received by the SafeLinx Server. Engage troubleshooting procedures for the network. After a successful login, right-click the SafeLinx Client icon in the system tray and click Status, and then click the Statistics tab. The Status window shows the number of packets sent and received. The Status window also shows the number of bytes sent and received and the time of the current client connection. If the packets sent count is not incrementing when you attempt to use an application, the traffic is not leaving the SafeLinx Client. Likewise if the packet receive count is not incrementing, but the sent count is, it is best to gather a SafeLinx Server log to ensure that the packets are received and processed properly. See the section on SafeLinx Server problems for more information.
  5. Why can I not connect to the SafeLinx Server?
    1. How many green bars are displayed on the Connect window during the login attempt? Use this window to determine where the problem might be.

      If it is possible, determine the signal strength of the active network. Low signal strength might be a reason why you are unable to log in

      • A blue bar means that the SafeLinx Client did not successfully contact that level yet
      • One green bar = Connected to network adapter
      • Two green bars = Connected to the network
      • Three green bars = Connected to the SafeLinx Server

      Some Microsoft Windows Updates rename the network adapter. When the network adapter is renamed, SafeLinx Client cannot connect. In these cases, delete the connection and re-create a new connection.

    2. Is the IP address of the SafeLinx Server correct in the SafeLinx Client connection properties?

      To verify, from the SafeLinx Client Connections window, right-click the connection you are using. Click Properties and click the Networks tab, then click the Properties button.

      On the Ports tab, check the port numbers to make sure that they are correct. 8889 is the default value for UDP ports. Check with the SafeLinx Server administrator to make sure that this value is accurate.

  6. Why can I not connect to the network? (This problem might mean the physical network or it might mean you cannot log on to the SafeLinx Server.)

    You need to determine whether you are having connectivity problems with the bearer network or if the connectivity problem is with the SafeLinx Server.

    Look at the SafeLinx Client Connect window when attempting to log in. The green bars assist you in making the determination if you are accessing the network or not. If the Connect window has at least two green bars, then you are reaching your network but are unable to log on to the SafeLinx Server. If so, use procedures for troubleshooting login problems to the SafeLinx Server.

  7. What is the meaning of the following message: The SafeLinx Server has terminated your connection?
    This message can be displayed for several reasons:
    • The SafeLinx Server terminated your connection. Another SafeLinx Client logged on with the same user ID.
    • The SafeLinx Server terminated your session because it was idle for too long.
    • Your connection was terminated by the SafeLinx Server administrator. The administrator logged you off the SafeLinx Server.
  8. What is the meaning of the following message:The SafeLinx Server has terminated your connection because another user has logged in with the same user ID?

    The SafeLinx Server allows this situation to occur. You can be logged in and log in again using another device or from a different location without logging off the first device. A user can use the SafeLinx Server to log in using the second device.

    If another user also used the same user ID and password that you used to log in, that person would be allowed to access the network. Your original connection would be severed and the message displayed. The SafeLinx Server can also be configured to allow multiple active sessions using the same user id on different devices without terminating the first session. This is configured in the Mobile Access Services resource on the Link Control Protocol tab with the SafeLinx Administrator.

  9. Why did I get a message that indicates the configuration of the client does not match that of the SafeLinx Server?

    The message reads: The SafeLinx Server has terminated your connection. Please check your client options like compression for a possible mismatch with the SafeLinx Server options.

    The connection profile on the SafeLinx Server sets options like minimum allowable encryption levels and compression.

    This error is a general indication that any of these conditions are mismatched between the SafeLinx Server connection profile and the SafeLinx Client connection properties:
    • Insufficient encryption strength set on the SafeLinx Client
    • Compression is not selected on SafeLinx Client, but is set to mandatory on the SafeLinx Server
    • Different encryption key distribution settings
    Check the SafeLinx Client properties and the properties of the connection profile used for the MNC through which the SafeLinx Client connects. Make sure the options match.