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Sonicwall Netextender disconnects when a Mobile Phone is connected or disconnected from PC

BrianWBrianW Newbie ✭

As stated below. I have a technician who is trying to use Sonicwall Netextender to connect to our VPN. It works fine 99% of the time, but he's having an issue where if he connects his phone or disconnects his phone, the VPN connection drops and he has to restart his computer in order to connect again. It's definitely inconvenient and in his case, he connects to phone to upload pictures, so it is a daily thing he can't avoid that easily. Has anyone encountered this and know of a fix?

Category: SSL VPN
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Answers

  • SriSri Moderator

    Hello @BrianW,

    Thank you for reaching us on SonicWall Communities.

    Tagging our Subject Matter Experts for further assistance.

    @shiprasahu93 @Nevyaditha @Poorni_5 @Saravanan

  • shiprasahu93shiprasahu93 Moderator

    Hello @BrianW,

    This seems rather odd. I have not seen something like this in the past and could neither find any reported issues.

    Are you connecting to a firewall or SMA using NetExtender? Also what version of NetExtender are you using?

    This could be something related to an old driver. Could you please test with the latest version?

    If that does not help, please reach out to SonicWall Support as this seems to need some good amount of investigation.

    Thanks!

    Shipra Sahu

    Technical Support Advisor, Premier Services

  • shiprasahu93shiprasahu93 Moderator

    Hello @BrianW,

    I recently saw the issue ID: SMA-1376 where the NetExtender gets disconnected with a RAS error when Android phone is disconnected from the USB port from the PC.

    Here are the suggestions on the Issue ID:

    1. While phone is connected, if we set the USB settings to "MIDI" or "Charging phone only" , the NetExtender works well.

    2. If we setting USB settings to other options, after removing the phone, we get two error codes 629 and 797 from the windows logs. Error 629 happens first, which means the port was disconnect from the remote computer, and then system will trying to dial Sonicwall NetExtender connection but get error code 797: A Connection to the Remote Access Server was not made because the modem was not found, that means the driver of the modem was damaged.

    We suggest to set the USB settings to "Charging phone only" before connecting NX.

    If that does not help, feel free to reach SonicWall support and let them know the issue ID.

    Thanks!

    Shipra Sahu

    Technical Support Advisor, Premier Services

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