A.0 Error Messages
Some frequently encountered error messages and their explanations are given below:
AM.1000: Client Integrity Check Failed. Check Error Logs for More Information.
Possible Cause:
The SSL VPN connection requires software or a package that is currently not running in your system.
Action:
Click , then select from to check details on the software or package that is missing in your system. Install the software or package, then try to reconnect.
Possible Cause:
The administrator has not configured any Client Integrity Check levels for your role.
Action:
Click , select from to check details, then contact your system administrator.
AM.1001: Server Is not Responding.
Possible Cause:
Either the SSL VPN server or Access Manager is down or the network connection has failed.
Action:
Check the network connectivity and reconnect.
AM.1002: Client Is Inactive for More Than <x> Minutes. Please Log Out.
Possible Cause:
The client is not active or there was no data transfer from the VPN client to the server. However, this does not log the client out of Access Manager.
Action:
Log out of the SSL VPN connection, then log in again to connect.
AM.1003: Problem with One of the Underlying Components/ Connection Error. Please Log Out.
Possible Cause:
There was an error starting the Kiosk mode binaries. The binaries could have been exited with errors.
Action:
Click , select > , and , from to check details, then contact your system administrator.
AM.1004: Problem with One of the Underlying Components/Connection. Please Log Out.
Possible Cause:
A forward proxy is configured in the browser and UDP is configured in the SSL VPN server.
Action:
Click , select and from to check details, then contact your system administrator.
Possible Cause:
The SSL VPN tunnel is down.
Action:
Click , then select from to check details. Try reconnecting again. If the problem persists, contact your system administrator.
AM.1005: Failed to Find Free Ports on the Client.
Possible Cause:
No free ports are available.
Action:
Contact your system administrator.
AM.1006: Resource Not Found on the Gateway.
Possible Cause:
The client binaries failed to download properly.
Action:
Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1007: Failed to Download SSL VPN Files from the Gateway.
Possible Cause:
The client binaries failed to download properly.
Action:
Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1008: Unable to Fetch Configuration Information from the Gateway.
Possible Cause:
There was an error while reading your configuration from the server.
Action:
Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1009: Unable to Fetch Policy Information from the Gateway.
Possible Cause:
There was an error while reading your access control policy from the server.
Action:
Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.100A: User Denied Access. Please Contact the System Administrator.
Possible Cause:
There are no policies configured for your role.
Action:
Contact your system administrator.
AM.100B: OpenSSL Needs to Be Installed. Please Log Out.
Possible Cause:
OpenSSL is not installed on your machine.
Action:
Click , then select from to check details. Try reconnecting. Save the logs and contact your system administrator.
Possible Cause:
OpenSSL is not installed in the correct path.
Action:
Click , then select from to check details. Try reconnecting. Save the logs and contact your system administrator.
AM.100C: Dependent Components Are not Available in this System. Please Log Out.
Possible Cause:
OpenSSL is not installed on the client.
Action:
Click , then select from to check details. Try reconnecting. Save the logs and contact your system administrator.
Possible Cause:
OpenSSL is not installed in the correct path.
Action:
Click , then select from to check details. Try reconnecting. Save the logs and contact your system administrator.
AM.100D: Another Instance of SSL VPN Is Running. Please Close this Browser.
Possible Cause:
Check if SSL VPN is running in another browser.
Action:
Log out of the SSL VPN connection and close the browser.
Possible Cause:
Check if openvpn, polresolver, or stunnel are running in your system.
Action:
If any of these processes are running, terminate the processes, close all instances of browser, and reconnect.
Possible Cause:
The previous connection terminated without a proper logout.
Action:
Click to log out of the active SSL VPN connection.
AM.100E: SSL VPN Session Disconnected as Because the Server Is Not Responding. Please Log Out.
Possible Cause:
Your network connectivity is lost.
Action:
Check your network connection and try reconnecting.
Possible Cause:
The load on the SSL VPN server is high, so it is taking some time to respond.
Action:
Try reconnecting from a fresh instance of the browser.
AM.100F: Gateway Internal Error. Please contact the System Administrator.
Possible Cause:
The SSL VPN server is down and must be restarted by the system administrator.
Action:
Contact your system administrator.
AM.100G: The Enterprise Server Is Down. Please Contact the System Administrator.
Possible Cause:
The SSL VPN server is down and must be restarted by the system administrator.
Action:
Contact your system administrator.
AM.100H: The Kiosk Server Is Down. Please Contact the System Administrator.
Possible Cause:
The SSL VPN server is down and must be restarted by the system administrator.
Action:
Contact your system administrator.
AM.100I: Your SSL VPN connection was terminated by the System Administrator. Please Log Out.
Possible Cause:
The system administrator has disconnected your connection.
Action:
Try reconnecting. If the problem persists, contact your system administrator.
AM.100J: Your SSL VPN connection was terminated because of configuration changes in the server or because the server was restarted. Please log out.
Possible Cause:
The SSL VPN restarted to apply the configuration changes.
Action:
Log out of SSL VPN connection. Try reconnecting after a few minutes.
Possible Cause:
One of the SSL VPN server components might have gone down.
Action:
Log out of SSL VPN connection. Try reconnecting after a few minutes.
AM.101A: Failed to find free ports for CIC on the client
Possible Cause:
All the system ports are in use.
Action:
Log out of the current session. Close all instances of the browser and try reconnecting from a fresh browser instance.
If the problem persists, try reconnecting after a while.
AM.101B: Failed to install the CIC package
Possible Cause:
The CIC MSI package failed to install.
Action:
Click , then select for more details. If the problem persists, contact your system administrator.
AM.101C: Failed to accept CIC call
Possible Cause:
Action:
AM.101D: Invalid message type received from CIC
Possible Cause:
CIC sent a message in an invalid message type.
Action:
Click , then select for more details. Try reconnecting again from a fresh instance of the browser.
AM.101E: Connection closed by CIC
Possible Cause:
The CIC process might not be running.
Action:
Click , then select for more details. Check if the following processes are running:
-
lincic.rpm in Linux
-
wincic.exe in Windows
-
maccic.rpm in Mac
Try reconnecting again from a fresh instance of the browser.
AM.101F: Failed to Uninstall the CIC Package
Possible Cause:
The CIC MSI package failed to uninstall.
Action:
Check uninstall_log.txt in the <userhome> directory for more details. If the problem persists, contact your system administrator.
AM.101G: Error in CIC Policy Processing
Possible Cause:
The CIC policies are in the wrong format.
Action:
Close all instances of the browser and try reconnecting. If the problem persists, contact the system administrator.
AM.101H: Failed to Run CIC
Possible Cause:
Failed to execute the Windows CIC process.
Action:
Click , then select from for more details. Make sure that wincic.exe is installed at <userhome>\Novell\SSLVPN\Wincic\. If the problem persists, contact the system administrator.
AM.101I: Failed to send policy to CIC.
Possible Cause:
The CIC policies were not sent to CIC.
Action:
Click , then select for more details. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.101J: Failed to download the SSL VPN CIC client
Possible Cause:
The CIC client failed to download from the server.
Action:
Click , then select from for more details. Make sure that there is sufficient free disk space on your workstation. Clear the browser cache, close all instances of browser, and try connecting again. If the problem persists, contact the system administrator.
AM.101K: CIC might not be running. Please log out.
Possible Cause:
The CIC process might not be running.
Action:
Click , then select for more details. Check if the following processes are running:
-
lincic.rpm in Linux
-
wincic.exe in Windows
-
maccic.rpm in Mac
Try reconnecting again from a fresh instance of the browser.
AM.1010: Unable to Contact the Gateway. Please Close this Browser.
Possible Cause:
You are already successfully logged out of the session.
Action:
Close the browser. If you want to reconnect, initiate the connection from a fresh instance of the browser.
AM.1011: This Operating System Is not Supported. Please Log Out.
Possible Cause:
Your operating system is not supported.
AM.1012: The User Does Not Seem to Have Enough Privileges. Please Log Out.
Possible Cause:
There was a problem in installing the SSL VPN client component.
Action:
Click , then select from to check details. Save the logs and contact your system administrator.
AM.1013: Unable to Fetch the Certificate Subject Name from the Gateway
Possible Cause:
The browser agent is unable to fetch the subject name from the gateway because of authentication or network problems.
Action:
Make sure that you have entered proper log in credentials. Close all instances of the browser and try connecting from a fresh instance of the browser.
If the problem persists, contact the system administrator.
AM.1014: Unable to Fetch the CA Certificate from the Gateway
Possible Cause:
Either the certificate file is not present in the gateway or there is a problem with the connectivity.
Action:
Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1015: Failed to Install the SSL VPN Client.
Possible Cause:
There was a problem in installing the SSL VPN client.
Action:
Click , select and from and Save Logs, then contact your system administrator.
AM.1016: Failed to Fetch the CIC Policy from the Server
Possible Cause:
Some of the server components are down.
Action:
Try disconnecting and reconnecting to the SSL VPN server. If the problem persists, contact your system administrator.
AM.1017: There Are No Policies Configured for This User
Possible Cause:
The administrator has not configured a policy for the user’s role.
Action:
Contact your system administrator
AM.1018: Server Disconnected
Possible Cause:
The SSL VPN server might be down or the network connectivity was lost.
Action:
Try reconnecting after some time. If the problem persists, contact your system administrator.
AM.1019: Failed to Start the Client Using Thin Client. Please Log Out.
Possible Cause:
The thin client or the client service might not be installed properly.
Action:
Click , select and from and Save Logs, then contact your system administrator.
AM.1020: Failed to Fetch the Cookie from the Server
Possible Cause:
Failed to fetch session information from the server.
Action:
Check your network connectivity. Clear the browser cache, close all instances of browser, and try connecting again. If the problem persists, contact the system administrator.
AM.1020A: Failed to Fetch the Cookie from the Browser
Possible Cause:
Failed to fetch session information from the browser.
Action:
Make sure that the browser or the version of the browser that you are using is supported by Novell SSL VPN. For more information, see Novell Access Manager 3.1 SSL VPN User Guide.
If your browser is supported by Novell SSL VPN, close all instances of the browser and try connecting from a fresh instance of the browser.
AM.1021: Failed to Send a Keepalive Message to Server
Possible Cause:
Failed to send the session persistence packets to the server.
Action:
Click , then select from for more details. Check your network connectivity. Clear the browser cache, close all instances of browser, and try connecting again. If the problem persists, contact the system administrator.
AM.1022: Failed to Send Cookie Message to Polresolver
Possible Cause:
The polresolver process might not be responding.
Action:
Click , select from and check if the polresolver binary is running. If it is not running, log out of the current session and reconnect after some time.
AM.1023: Failed to Send a DNS Message to Polresolver
Possible Cause:
The polresolver process might not be responding.
Action:
Click , select from and check if the polresolver binary is running. If it is not running, log out of the current session and reconnect after some time.
AM.1023A: Failed to Send a Policy Message to Polresolver
Possible Cause:
The policy information was not sent to the policy resolver.
Action:
Click , select from and check if the polresolver binary is running. If it is not running, log out of the current session and reconnect after some time.
AM.1024: Failed to Uninstall the SSL VPN Package
Possible Cause:
Uninstalling the SSL VPN client MSI package has failed.
Action:
Check the MSI uninstall_log.txt in for more details. If the problem persists, contact the system administrator.
AM.1025: Unable to fetch a HASH from server
Possible Cause:
The browser agent is unable to get the HASH values from the gateway.
Action:
Check the network connectivity. Log out of the current session. Close all browser instances and try connecting from a fresh instance of the browser.
AM.1026: Error occurred during service communication
Possible Cause:
Problem in connection with the Enterprise client service.
Action:
Click , then select and from for more information. Check if the enterprise thin client service binary novell-sslvpn-serv is running.
AM.1100: Received Zero Length Data from the SOCKS Client.
Possible Cause:
The SSL-enabled application crashed while performing a policy resolution.
Action:
Run the application again. If the problem persists, contact your system administrator.
AM.1101: Policy Resolution Request from the SOCKS Client Was Not in The Correct Format (Incorrect Message Length).
Possible Cause:
A message from the SOCKS client is corrupted.
Action:
Contact your system administrator.
AM.1102: Unable to Reply to the Policy Resolution Request by the SOCKS Client.
Possible Cause:
The SSL-enabled application that requested policy resolution crashed.
Action:
Run the application again. If the problem persists, contact your system administrator.
AM.1103: Policy Resolution Request from the SOCKS Client Was Not in the Correct Format (Incorrect Message Type)
Possible Cause:
Possible hack by an intruder.
Action:
Restart your session. Check the list of currently running processes in the system for viruses.
AM.1201: Failed to Open the File. Please Check Logs for More Information.
Possible Cause:
Unable to open the file.
Action:
Click , then select from for more details. If the problem persists, contact the system administrator.
AM.1203: Error Parsing the Home URL. Please Check Logs For More Information.
Possible Cause:
Wrong format of the server URL.
Action:
Click , then select from for more details. Check your network connectivity. Clear the browser cache, close all instances of browser, and try connecting again. If the problem persists, contact the system administrator.
AM.1301: Unable to Send Statistics Reply to the Applet
Possible Cause:
The user closed the browser or the applet closed without sending a disconnect.
Action:
Contact your system administrator if the problem persists.
AM.1302: Cookie Received from the Applet Was Not in the Correct Format (Incorrect Message Length)
Possible Cause:
Polresolver – Applet communication is bad.
Action:
Disconnect the session and reconnect. Contact your system administrator if the problem persists.
AM.1303: Unable to Send Acknowledgment to the Applet for the Cookie Received
Possible Cause:
Polresolver – Applet communication is bad.
Action:
If the problem persists, the session is disconnected automatically.
AM.1304: Incorrect DNS Information Message Received from the Applet (Incorrect Length of Message)
Possible Cause:
Incorrect DNS message from the applet.
Action:
Disconnect the session and connect again to be able to use DNS across the protected network.
AM.1305: Unable to Send Acknowledgment to the Applet for the DNS Message Received
Possible Cause:
Polresolver – Applet communication is bad.
Action:
If the problem persists, the session is automatically disconnected.
AM.1306: Disconnect Message from the Applet Was Incorrect (Incorrect Message Length)
Possible Cause:
Polresolver – Applet communication is bad or the session cleanup is incomplete.
Action:
Contact your system administrator if the problem persists.
AM.1307: Unable to Send Acknowledgment to the Applet for the Disconnect Message Received
Possible Cause:
Polresolver – Applet communication is bad or the session cleanup is incomplete.
Action:
Contact your system administrator if the problem persists.
AM.1308: Polresolver Received an Incomplete Message.
Possible Cause:
An intruder might be probing Polresolver with an incorrect message.
Action:
Contact your system administrator with appropriate logs.
AM.1309: Failed to Allocate Memory for Internal Operation.
Possible Cause:
Insufficient memory.
Action:
This message is usually accompanied by another error code, indicating which operation failed. Restart the session.
AM.1500: Failed to Send Statistics Request to Stunnel.
Possible Cause:
Stunnel is down. This message is sent only after trying for a specified number of times.
Action:
Restart the session. If the problem persists, contact your system administrator.
AM.1501: Statistics Response Message from Stunnel was Incorrect (Incorrect Message Length)
Possible Cause:
Polresolver – Stunnel communication is bad.
Action:
Contact your system administrator with appropriate logs.
AM.1502: Unable to Send Disconnect Message from Stunnel
Possible Cause:
Stunnel is down.
Action:
Restart the session. Contact your system administrator if the problem persists.
AM.1503: Disconnect Acknowledgment Message from Stunnel Was Incorrect (Incorrect Length of Message)
Possible Cause:
Polresolver – Stunnel message is bad.
Action:
Contact your system administrator with appropriate logs.
AM.1504: Incorrect Message from Stunnel (Incorrect Length of Message)
Possible Cause:
Polresolver – Stunnel communication is bad.
Action:
Contact your system administrator with appropriate logs.
AM.1505: Invalid Message from Stunnel (Message Type Unknown)
Possible Cause:
Polresolver – Stunnel communication is bad.
Action:
Contact your system administrator with appropriate logs.
AM.1506: SSL VPN Server Certificate Validation Failed. Please Log Out.
Possible Cause:
Failed to validate the certificate.
Action:
Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1507: Disconnected Because of Hibernation/Standby. Please Log Out.
Possible Cause:
The machine went into the hibernation or standby mode.
Action:
Log out of the SSL VPN connection, then log in again from a fresh instance of the browser.
AM.1701: OpenVPN Authentication Failed. Please Log Out.
Possible Cause:
There was a gateway internal error.
Action:
Check the network connectivity. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1702: OpenVPN Connection Error. Please Log Out.
Possible Cause:
Your network connectivity is down or is interrupted.
Action:
Check your network connectivity. Try reconnecting from a fresh instance of the browser if the network connection is up again.
Possible Cause:
Your IP address might have changed because of renewal or a network restart.
Action:
Click , then select from to check logs. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
Possible Cause:
The Access Gateway might have been restarted.
Action:
Click , then select from to check logs. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1703: Received a Fatal Error from OpenVPN. Please Log Out.
Possible Cause:
Your network connectivity is down or is interrupted.
Action:
Check your network connectivity. Try reconnecting from a fresh instance of the browser if the network connection is up again.
Possible Cause:
Your IP address might have changed because of renewal or a network restart.
Action:
Click , then select from to check logs. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
Possible Cause:
The Access Gateway might have been restarted.
Action:
Click , then select from to check logs. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1704: Policy Initialization Failed. Please Log Out.
Possible Cause:
The tunnel component had a problem in initializing the policies configured for you.
Action:
Close all the browser instances and try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1705: Tunnel Adapter Interface Is Down. Please Log Out.
Possible Cause:
The tunnel adapter interface is down.
Action:
Select and check if the installed device is named TAP-Win 32 Adapter. Then, check if the installed device is in the Enabled state. If it is not, right-click the device and select .
If the problem persists, contact your system administrator with appropriate logs.
AM.1706: System Routing table has been modified in Full Tunneling mode. Disconnecting.
Possible Cause:
The system routing table was modified to cofeature SSL VPN for the full tunneling mode.
Action:
Close all the browser instances and try reconnecting from a fresh instance of the browser.
AM.1801: Service Is not Running. Please Log Out.
Possible Cause:
The installation of the thin client might have failed.
Action:
Click , then select from to check logs. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1801A: Connection to Service Failed
Possible Cause:
Failed to establish the connection with the thin-client service or the connection established with the thin-client service has been terminated.
Action:
Click , then select from for more details. Go to the Task Manager and check if the process novell-sslvpn-serv.exe is running. If it is not running, go to and look for a service named novell-sslvpn-serv. If it is found, restart it. If it is not found, then the thin-client service is not installed properly. Close all instances of browser and try connecting again.
Action:
Check if SSL VPN is running in another instance of the browser. If it is, click , then close the browser. Try connecting again. If the problem persists, contact your system administrator.
AM.1801B: Failed to Run SSL VPN Services
Possible Cause:
Failed to run the client installer.
Action:
Click , then select and from for more details.
AM.1804: Maximum Attempts to Enter Password Reached. Please Close the Browser.
Possible Cause:
You have not entered the correct credentials for the administrator or the root user of the machine.
Action:
You must enter the correct credentials of the administrator and the root user of the machine. Check if the Caps Lock is on for your keyboard. Try reconnecting from a fresh instance of the browser. If the problem persists, contact your system administrator.
AM.1805: Timeout Occurred While Entering Credentials. Please Close the Browser.
Possible Cause:
You have not entered the correct credentials within the timeout period.
Action:
Make sure you specify the correct credentials within three minutes. Close all instances of the browser and try reconnecting from a fresh instance of the browser.
AM.1805A: You Have Been Forced to Use the Enterprise Mode. Please Close the Browser
Possible Cause:
You must use the Enterprise mode of SSL VPN. You cannot connect to SSL VPN in Kiosk mode.
Action:
Specify the credentials of the administrator or root user of the machine in the mode selection dialog box.
Action:
Try connecting from a machine on which you have the administrator or root user rights.
Action:
Close all instances of the browser. Try reconnecting from a fresh instance of the browser.
AM.1806: Unable to Initialize Browser Cache Cleaner
Possible Cause:
There was a problem in clearing your browser cache.
Action:
Click , then select from for more information. Close all instances of the browser and try reconnecting from a fresh instance of the browser.
AM.1807: Failed to Update the Thin Client with Policies
Possible Cause:
The Kiosk mode client was not updated with policies.
Action:
Click , then select from for more information. Close all instances of the browser and try reconnecting from a fresh instance of the browser. Contact your system administrator if the problem persists.
AM.1808: Pop-up Window Inactivity Time Is Up
Possible Cause:
You have not selected any client mode in the SSL VPN mode selection dialog box.
AM.1809: Error: Failed to Start SSL VPN Desktop Cleanup
Possible Cause:
There was an error in initiating the desktop cleanup action.
Action:
Click , then select from for more information. Close all instances of the browser and try reconnecting from a fresh instance of the browser.
AM.1810: Please Log Out of the Current Session or Close the Browser before Connecting Again
Possible Cause:
You clicked the button.
Action:
You must select the Logout options and click . Close the browser to complete the browser session.
AM.1811: For More Information on the Error, Please Check the Logs or the Error Codes Page in the Online Help
Possible Cause:
Your SSL VPN connection has encountered an error.
Action:
Click to find more information in the logs or click the Error Codes page in the online help.
AM.1812: You have not accepted the security certificate. Please log out.
Possible Cause:
You might have clicked or when prompted to accept the security certificate.
Action:
Click to log out of the current session, then close the browser. Try reconnecting from a fresh instance of the browser. Click when prompted to accept the security certificate. If the problem persists, clear the browser cache and then try reconnecting.
Object Does Not Support This Property or Method
Possible Cause:
ActiveX controls are not loaded into the Internet Explorer browser.
Action:
Add the Access Gateway URL to the trusted sites list in
Connections Threshold Exceeded. Please Try Again Later.
Possible Cause:
The server has reached the limit for the maximum number of connections. The low bandwidth SSL VPN allows only 249 simultaneous SSL VPN sessions and a transfer rate of 40 Mbps because of some export restrictions.
Action:
Try to connect again after some time. If any user has disconnected, you will be connected to the server.
If you cannot download the high bandwidth version of SSL VPN because of export restrictions, you can set up more than one SSL VPN server in a cluster.
If your deployment requires 250 or more concurrent SSL VPN connections, your regular Novell® sales channel can determine if the export law allows you to order the high bandwidth version at no extra cost.