TROUBLESHOOTING GUIDE FOR WAIS LEVEL 2

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1 TROUBLESHOOTING GUIDE FOR WAIS LEVEL 2 29 June 2017 Troubleshooting Connection NOTE: You can click Send Log File button on the VPN connection program, and inform the Secretariat (wais@wassenaar.org or Tel ) that you have uploaded it. WAIS LEVEL 2 needs access over the internet to: vpn.wassenaar.org ( ) via TCP port 443 (for SSTP VPN); crl.wassenaar.org ( ) via TCP port 80 (http). Public DNS access is required to resolve names but you can also use HOSTS file if required: vpn.wassenaar.org crl.wassenaar.org casl2.wassenaar.org appl2.wassenaar.org exl2.wassenaar.org Any firewall (including a personal software firewall on the computer itself) or filtering router devices installed between your WAIS remote workstation and the WAIS servers, must be configured to pass through SSTP (Secure Socket Tunneling Protocol) VPN to (TCP Port 443). Any Proxy Servers must have exceptions for and and allow these destinations through. If you still have problems you may ALSO need to add the following as Proxy server exceptions: To test your connectivity to https (TCP Port 443) goto or to your webmail (e.g. gmail, Hotmail) to see if you can connect to SSL (or TLS) through your firewall. These errors are caused by having no internet connection or no DNS name resolution. Note that you can also HOSTS file if you need to. If you receive errors such as ERROR resolving xxx.wassenaar.org or you see Page cannot be displayed in the WAIS VPN connection program, as shown above, then you do not have an internet connection or your DNS and name resolution is not working correctly. You can solve this by adding the Ip address to name entries to your local HOSTS file (see above). Page 1 of 5

2 ERROR: No valid smart card detected If you see an error something like "ERROR: No valid smart card detected", make sure you insert the smart card correctly (see below) and if it is already inserted, try the following: a. Check if your computer has more than 1 Smart Card Reader connected (e.g. laptops sometime have built in smart card readers) if it does, try inserting the smart card into the other reader, or uninstall one of the smart card readers so you only have one. b. If your computer only has a single smart card reader, then perform the following: From the WAIS CD or USB Stick, re-install both the smart CARD driver and the smart card USB READER drivers that are on this CD. To do this: <CD or USB Stick> \ Manual Installation \ Infineon Smart Card Drivers \ folder and run the IFXCardmodule.msi if you have a 32 bit windows or IFXCardmodule64.msi if you have Windows 64 bit. <CD or USB Stick> \ Manual Installation \ USB Card Reader Drivers \ <install appropriate driver for the smart card reader you have> Restart your computer and then try to login to WAIS again. Correct insertion of smart card in Cloud 2700 Card Readers For Cloud 2700 readers. ensure the gold chip is facing as per the fotos below. The light on the front /top should blink slowly if it is inserted correctly. The light will blink quickly/fast if it is inserted incorrectly. Correct insertion direction For a correctly inserted card, the light will blink/flash slowly. Error 0x2C7 This means that the Remote Access Connection Manager service is disabled or unable to be started. Check with your IT support that this service is not disabled in Windows services. Connection attempt cancelled messages can indicate the following: 1. The SSTP VPN cannot get through your firewall or proxy servers or antivirus network scanners or intrusion detection systems on your computer, so please configure them to allow this SSTP connection to the destinations described above. 2. The windows RasMan (Remote access service Manager) has stopped and is stuck. If you are logged on as the computer Administrator you will see this message in blue SvcHost for RasMan killed, please connect again! Simply click EXIT and then start the WAIS connection program again (click the desktop icon). Page 2 of 5

3 Troubleshooting Connection (cont.) If you are logged on as a regular non-administrator user, then you will see the message in blue SvcHost for RasMan stuck. Please restart the computer! You will have to restart your computer and try again. If you receive Error 0x Revocation Server was offline Then please add a registry entry to your computer to control the SSTP revocation check for our server. Open the Registry editor (Regedt32) and navigate to: HKLM > SYSTEM > Current > CurrentControlSet > services > SstpSvc > Parameters Create a new 32 bit DWORD called NoCertRevocationCheck and set its value to 1 (one). Page 3 of 5

4 Troubleshooting Browser If the VPN connection is working, but you cannot get to the browser window where you can enter your username and password, you may need to add the hosts file entries (see page one of this guide). This may be because your DNS cannot be reached once the VPN has been established and therefore cannot resolve the WAIS server names such as appl2.wassenaar.org. You may see the error messages in the WAIS VPN connection box such as: Error resolving 'appl2.wassenaar.org' and/or Error connecting on Port 443 to appl2.wassenaar.org And/or your browser window will say that the Site cannot be reached, or timed out or The Page cannot be displayed. You will need to add the hosts file entries (see page one of this guide) Internet Explorer Slow (try to use Chrome browser instead (or Firefox)) If using Internet explorer and it is very slow to open the login page and also to open documents, uncheck the Check for server certificate revocation in Internet Options / Advanced/Security. Slow opening of Office documents with IE Right mouse click on the document icon and then left mouse click Save Target as... Then click Save and save to a folder on your computer, then click Open. Page 4 of 5

5 Incompatible Browser no TLS 1.2 support If you get this message below, or a This page can t be displayed, it means your browser may NOT support TLS 1.2. Please use the latest version of Chrome, or if not possible then Firefox. Internet Explorer (IE) can be used if no other choice. If using IE already & you still have this error, ensure TLS 1.2 is ticked in Internet Options/Advanced/Security Note that if using Firefox browser, you should ensure that you use Adobe PDF Reader to view PDF documents, because the built in Preview in Firefox setting does not display PDFs correctly. If not already installed, install Adobe Reader. Then select Options / Applications and set Portable Document Format to Use Adobe Reader (and NOT Preview in Firefox). Old WAIS is cached in your browser If you see this message below (Action not found, GET / summary/main.asp) then you need to refresh your browser. Do this by simply holding the CONTROL key down and at the same time press F5 on your keyboard (CRTL + F5) Page 5 of 5

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