AWAN 3883/4/5 Access Server Configuration and Management Manual

Troubleshooting the AWAN Access Server
AWAN 3883/4/5 Access Server Configuration and Management Manual—424242-001
15-4
Remote-Access Connection Problems
Remote-Access Connection Problems
The following are causes and solutions for common problems with remote-access
connections.
Problem A dial-in user cannot connect to the AWAN access server.
Solution Try to determine the cause of the problem and then take the appropriate
action. Possible causes for this problem include the following:
•
The user name or password was not entered correctly.
•
The user tried to connect with a protocol for which he or she is not
enabled.
•
The user tried to connect with a protocol that is not enabled for the
port.
•
The user tried to use a guest login over an Apple Remote Access
(ARA) connection, but guest login access is not enabled.
•
The user tried to connect using PAP or CHAP over PPP, but the user
name and password are not defined in the PPP client software.
•
There is an IP address problem. An IP address must be associated
with the port, the dial-in user, or must be assigned by a DHCP server.
If no IP address can be associated with a connection, the connection
will be terminated.
Finally, try resetting the port, especially if an external modem has power
cycled off and on.
Problem A dial-in user is unexpectedly disconnected from the AWAN access
server.
Solution Try to determine the cause of the problem and then take the appropriate
action. Possible causes for this problem include the following:
•
The user has call-waiting enabled on his or her telephone line. Call
waiting must be disabled.
•
Maximum connection settings were exceeded. To resolve this
problem, increase the activity timeout or maximum connect timeout
for the user as described in Step 3: Configuring User Security on
page 7-11 or for the port as described in Step 2: Configuring Security
Protocols for a Port on page 7-15.
•
There might be a problem with the physical network connections.