Secure Access Clients
Client for Mac OS
Secure Access Client Information
The client is designed to require little if any intervention from users. It does not have an interface like some applications. Instead, it has an icon in the Status Menu area of the Menu bar.
Troubleshooting
The client normally functions automatically, but if a problem arises, see the following information for guidance.
Credential Prompts
When the client tries to connect to the network, it will use the credentials (user name and password) that were entered when the application was installed. If those credentials fail, the client will prompt for new credentials. If valid credentials do not work, check with the system administrator.
Connection Issues
If the client cannot connect to the network, check the log files for error messages which can be used for remediation.
To check logs
- Open Terminal.
Type:
tail -f /var/log/secureaccessd.log
- Review the logged events and use the event key below to determine the issue and the solution.
Installation
The SecureAccess client is a small application that creates an automatic connection to an organization’s network. Unlike traditional VPN connections, once the client is installed, it does not require users to do anything; it automatically connects whenever the computer is connected to the Internet.
Requirements
- OS X 10.10 or later.
- Administrator privileges to install applications.
- Domain user credentials.
To install the SecureAccess
- Copy the SecureAccess .dmg installation file to a Mac computer.
- Open the installation file and follow instructions.
- Once the installation process successfully completes, the client is automatically launched and the SecureAccess status menu icon will be added to the menu bar. The icon is dimmed until valid domain credentials are added:
- A prompt will request domain user credentials to access the organization network.
- When the connection is complete, the status menu icon will appear lit:
- Click the icon to confirm the connection status; it should say Connected.
Icon Status
The icon indicates the computer’s connection status to the network.
A lit icon means the computer is connected to the network. 
A dimmed icon means the computer is not connected. 
Click the icon to see connection status details. Possible states include:
- Connecting – the client is in process of establishing a connection to the Remote Access server.
- Connected – the connection is active.
- Internal Network – the client is inside the protected network.
- RA Not Resolvable – the client could not resolve the DA server IP address.
- Authentication Error – the provided or stored credentials do not work.
- Configuration Error – usually displays when the client is missing credentials, but may indicate other configuration problems. If not prompted for credentials, then try restarting the Wi-Fi adapter or unplugging the Ethernet cable.
- Connection Error – displays if the client could not connect to the Remote Access server.
- No Network – the computer has neither an Internet connection for remote access, nor a Wi-Fi or Ethernet connection inside the protected network.
Error Event
Error events are listed with descriptions and remediation information for end users.
| Event ID | Description |
|---|---|
| 2001 | VPN connection failed: (error msg) |
| Restart computer; if connections fails again, inform administrator. | |
| 2002 | ERROR: Status :[{Status}] {exception} |
| General error information for reference. Usually, the client will self-resolve the error. If it doesn’t, there will usually be an accompanying error. | |
| 2003 | Reinitializing failed… waiting 3 seconds |
| General error information for reference. Usually the error will resolve when the application restarts the Celestix SecureAccess service. | |
| 2004 | An error is causing the client to close |
| Log out of the computer and log back in. If the error still occurs, reinstall the client. Inform the administrator if the new client still closes unexpectedly. | |
| 2005 | NLS server is not resolvable or reachable: url: {0} |
| |
| 2006 | Proxy server settings failed |
| Reinstall the client, if the error still occurs, inform administrator. | |
| 2007 | No key in registry to set proxy server address |
| Reinstall the client. | |
| 2008 | The client cannot access the configuration file |
| Confirm the file SecureAccess.cfg is located in C:\Program Files\Celestix\SecureAccess. If it is missing, reinstall the client. If the file is installed in the SecureAcces folder noted above and the error persists, notify the administrator. | |
| 2009 | An error occurred trying to downloading the new configuration file |
| Log out of the computer and log back in. If issue persists, inform the administrator. | |
| 2010 | Protocol Error |
| Log out of the computer and log back in. If issue persists, inform the administrator. | |
| 2011 | Can’t start Client App |
| Log out of the computer and log back in. If the error still occurs, restart your computer. If restarting doesn’t resolve the error, reinstall the client. | |
| 2012 | An error occurred when creating the .pbk file |
| Reinstall the client. | |
| 2013 | Communication with local service failed, restarting communication with service |
| General error information for reference. Usually the error will resolve when the application restarts the Celestix SecureAccess service. | |
| 2014 | Unable to check license: (Message) |
| Inform the administrator. |
Client for Windows
Installation
The SecureAccess client is a small application that creates an automatic connection to an organization’s network. Unlike traditional VPN connections, once the client is installed, it does not require users to do anything; it automatically connects whenever the computer is connected to the Internet.
Requirements
- Windows 7 or later Professional or Home editions.
- Windows 7 requires prior installation of .NET Framework 4.x.
- Administrator privileges to install applications.
- Domain user credentials.
To install the SecureAccess
- Copy the SecureAccess .exe installation file to a Windows Home/Professional computer.
- Open the installation file and follow instructions.
- Once the installation process successfully completes, the client is automatically launched and the SecureAccess icon will be added to the notification area (system tray). The icon is red until valid domain credentials are added:
- A prompt will request domain user credentials to access the organization network.
- When the connection is complete, the notification area icon will appear green:
- Hover over the icon to confirm the connection status; it should say Connected.
Icon Status
The icon indicates the computer’s connection status to the network.
A lit icon means the computer is connected to the network.
A dimmed icon means the computer is not connected.
Click the icon to see connection status details. Possible states include:
- Connecting – the client is in process of establishing a connection to the Remote Access server.
- Connected – the connection is active.
- Internal Network – the client is inside the protected network.
- RA Not Resolvable – the client could not resolve the DA server IP address.
- Authentication Error – the provided or stored credentials do not work.
- Configuration Error – usually displays when the client is missing credentials, but may indicate other configuration problems. If not prompted for credentials, then try restarting the Wi-Fi adapter or unplugging the Ethernet cable.
- Connection Error – displays if the client could not connect to the Remote Access server.
- No Network – the computer has neither an Internet connection for remote access, nor a Wi-Fi or Ethernet connection inside the protected network.
Error Events
Error events are listed with descriptions and remediation information for end users.
| Event ID | Description |
|---|---|
| 2001 | VPN connection failed: (error msg) |
| Restart computer; if connections fails again, inform administrator. | |
| 2002 | ERROR: Status :[{Status}] {exception} |
| General error information for reference. Usually, the client will self-resolve the error. If it doesn’t, there will usually be an accompanying error. | |
| 2003 | Reinitializing failed… waiting 3 seconds |
| General error information for reference. Usually the error will resolve when the application restarts the Celestix SecureAccess service. | |
| 2004 | An error is causing the client to close |
| Log out of the computer and log back in. If the error still occurs, reinstall the client. Inform the administrator if the new client still closes unexpectedly. | |
| 2005 | NLS server is not resolvable or reachable: url: {0} |
| |
| 2006 | Proxy server settings failed |
| Reinstall the client, if the error still occurs, inform administrator. | |
| 2007 | No key in registry to set proxy server address |
| Reinstall the client. | |
| 2008 | The client cannot access the configuration file |
| Confirm the file SecureAccess.cfg is located in C:\Program Files\Celestix\SecureAccess. If it is missing, reinstall the client. If the file is installed in the SecureAcces folder noted above and the error persists, notify the administrator. | |
| 2009 | An error occurred trying to downloading the new configuration file |
| Log out of the computer and log back in. If issue persists, inform the administrator. | |
| 2010 | Protocol Error |
| Log out of the computer and log back in. If issue persists, inform the administrator. | |
| 2011 | Can’t start Client App |
| Log out of the computer and log back in. If the error still occurs, restart your computer. If restarting doesn’t resolve the error, reinstall the client. | |
| 2012 | An error occurred when creating the .pbk file |
| Reinstall the client. | |
| 2013 | Communication with local service failed, restarting communication with service |
| General error information for reference. Usually the error will resolve when the application restarts the Celestix SecureAccess service. | |
| 2014 | Unable to check license: (Message) |
| Inform the administrator. |