Secure Global Desktop 4.40 Administration Guide > Applications, Documents, and Application Servers > Users Have Problems Accessing Client Drives
Select the section that best matches the user's symptoms:
Note also the limitations on shared users.
On Microsoft Windows application servers, you can also run the drive mapping application in "diagnostic mode" to help troubleshoot drive mapping problems.
|Is the Sun Secure Global Desktop Enhancement Module installed on the application server?||
To access client drives from applications displayed through SGD, the Sun Secure Global Desktop Enhancement Module must be installed on the application server.
The Secure Global Desktop Release Notes has details of the supported platforms for the Sun Secure Global Desktop Enhancement Module.
|Is client drive mapping enabled?||
In the SGD Administration Console, on the Global Settings » Client Device tab, check the Client Drive Mapping check box is selected.
Remember, client drive mapping services only become
available when you restart all SGD servers in the array.
To manually start CDM services without restarting the array, run
|Have the user's client drives been configured correctly?||For users with Microsoft Windows client devices, the
Client Drive Mapping attribute on the Client Device tab for organization, organizational unit, and user profile
objects determines which client drives each user can access. The user might be
configured to have no access to any client drives. Remember to check the
ancestor OUs in the organizational hierarchy.
Client drive mapping settings are inherited, so you can give access to
many users with one configuration change.
For users with UNIX, Linux, or Mac OS X platform client devices,
check that the user's
|Are client drive mapping processes running?||On the host where SGD is installed, use the following command:
If client drive mapping processes are running, there are at least two processes with the name "ttacdmd".
If there are no any drive mapping processes, use the following command:
grep cdm /opt/tarantella/var/log/*
Check the output for any messages.
On UNIX and Linux platform application servers, use the following command to check that client drive mapping processes are running:
If client drive mapping processes are not running, use the following command:
If starting client drive mapping processes produces errors such as
On Microsoft Windows application servers, use Task Manager to check that there is a
|Are you using a proxy server?||Proxy servers drop a connection after a short period of time if there is no activity on the connection.
SGD sends keepalive packets to keep the connection open between the client device and the SGD server and by default this is every 100 seconds. This connection is used for client drive mapping. Try increasing the frequency of the keepalive packets.
Alternatively, use the following command:
|Do the version numbers for the Sun Secure Global Desktop Enhancement Module and the SGD server match?||Run the following command on the host where SGD is installed:
Make a note of the version number.
On Microsoft Windows application servers, browse to the
On UNIX or Linux platform application servers, run the following command:
|Are other services using TCP ports 139 and 137?||
SGD client drive mapping services must bind to TCP port 139, which is used for Server Message Block (SMB) services. This port might already be in use, for example by a product such as Samba. UDP Port 13 is also used if the Windows Internet Naming Service (WINS) check box is selected on the Global Settings » Client Device tab in the SGD Administration Console.
To find out whether any other process is using port 139 (and 137), stop the SGD server and then run the following commands on the host on which SGD is installed:
To ensure that client drive mapping services are available, stop any other products that bind to TCP port 139 (137, if required), and restart the SGD server.
Follow these instructions for using client drive mapping and another SMB service on the same host.
|Does logging reveal any errors?||Enable drive mapping logging by adding the following filters in the Log Filters field on the Monitoring tab of the SGD Administration Console:
cdm/*/*:cdm%%PID%%.log cdm/*/*:cdm%%PID%%.jsl server/deviceservice/*:cdm%%PID%%.log server/deviceservice/*:cdm%%PID%%.jsl
Check the log files for any errors.
On Microsoft Windows application servers, check the Windows Event Viewer for any drive mapping errors. See also running client drive mapping in "diagnostic mode" for logging options.
On UNIX or Linux platform application servers, check for any drive mapping errors
|Does the error log on a Microsoft Windows application server show
If no client drives are mapped in the Microsoft Windows application session and you see error such as
This applies to Microsoft Windows Server 2003 and Microsoft Windows 2000 Server.
SMB packet signing
Microsoft Windows application servers can be configured so that the Server Message Block (SMB) communications between a client and Microsoft Windows server are digitally signed for security.
SGD does not support SMB packet signing. The solution is to disable SMB packet signing.
See this Microsoft TechNet article for information on disabling SMB packet signing.
LAN Manager authentication level
The LAN Manager authentication level controls the authentication protocols used for communications between a client and Microsoft Windows server. If the authentication level is set too high, client drive mapping fails.
The solution is to edit the Security options\Network security: LAN Manager authentication level policy and select Send LM & NTLM - Use NTLMv2 session security if negotiated.
See Microsoft KB article 823659 for details.
|Have all the client drives been found?||For Windows clients, the Sun Secure Global Desktop Client displays information about the drives it has found. Right-mouse click on the System Tray icon and select Connection info.|
|Is the drive mapping connection between the application server and the SGD server working?||To check whether the drive mapping connection between the application
server and the SGD server is working, enable drive mapping
in "diagnostic mode" on the application server.
When the drive mapping window displays, select Information from the Debug menu.
Check the output for information on why the drive connections are failing.
Common reasons why drive connections fail include the following:
If a drive letter is already in use on the Microsoft Windows application server (for example, drive A is reserved for the application server's floppy drive), the drive cannot be remapped automatically. The client drive mapping service uses a Fallback Drive to ensure the client drive can be accessed using a different drive letter.
To help ensure that the configured drive letter is available, it is best to hide or remap application server drives to use different drive letters.
For users with Microsoft Windows client devices, client drives are inherited within the organizational hierarchy, so you can give access to many users with one configuration change. Check the Client Drive Mapping attribute on the organizational unit object the user's user profile belongs to. If necessary, check all ancestors of the user profile, including the top-level organization object. You can override a setting that is specified in a parent OU or organization object, by configuring the user profile's Client Drive Mapping attribute. The first matching drive specification is used.
For users with UNIX, Linux, or Mac OS X platform client devices,
check that the user's
file is present and has valid entries.
On Microsoft Windows client devices, client drives accessed through SGD are treated by the application server as network drives. This means that Recycle Bin features are not available for client drives.
Recycleddirectory, if present, is not shown as the Recycle Bin and its contents are not displayed specially by Windows.
Laptop or notebook users who have external floppy drives can experience a delay if the floppy drive is not attached when they access client drives. The delay happens because the client times out before it realizes the floppy drive is not available.
The solution is either to do either of the following:
On Microsoft Windows client devices, sometimes drives appear with unusual names. This is caused by the drive mapping application timing out.
The solution is
to increase the default timeout values in the Microsoft Windows registry for the client
drive mapping application (
ttatdm.exe) on the application server. To do this:
HKEY_LOCAL_MACHINE\Software\Tarantella, Inc.\Enhancement Module for Windowskey.
Initial Timeout. The Edit DWord Value window displays.
Subsequent Timeout. The Edit DWord Value window displays.
8000. (The value is in milliseconds and the default is 1000.)
On UNIX, Linux, and Mac OS X platform client devices, the names of mapped drives are configured in the user's the
$HOME/.tarantella/native-cdm-config file. Check that it has valid entries.
On Unix or Linux platform application servers, access to client file systems is given to users based on their UNIX user ID and standard NFS file system privileges. If a shared account is used to access applications, client drive mapping not available. This is because SGD has no way to distinguish between these users as they all have the same user ID.
On Microsoft Windows application servers, you can run the drive mapping application in diagnostic mode to obtain information for troubleshooting drive mapping problems. To enable diagnostic mode:
C:\Program Files\Tarantella\Enhancement Module\ttatdm.exe).
The Debug menu has the following options:
The drive mapping window only shows drive mapping information from when the window is displayed. It does not show historical information. If you change the level of information displayed in the drive mapping window, the user needs to log out of Windows and log in again to generate the new information.
The Edit menu allows you to select, copy and clear information from the drive mapping window.
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