This article will cover common resolutions to issues experienced with the Tempered Airwall. Syntric will update this article as common issues are identified.
Before starting this guide, it is always a good idea to:
- Reboot your computer or mobile device
- Try a different Internet connection (i.e. tethering)
- Update the Airwall agent with the latest version
- Reinstall the Airwall agent
These actions resolve an overwhelming majority of issues.
Symptom: "Waiting for Service"
If your Airwall agent states 'waiting for service', the following two procedures will often restore connectivity:
1. Try a different Internet connection
Symptom: "No ID Assigned"
The message 'No ID Assigned' in the Airwall agent window is usually the result of the agent being unable to connect to the Conductor. Often, this occurs because of a filtered Internet connection, such as a corporate network or public WiFi connection.
Try connecting to an alternative Internet connection, such as a different WiFi network or tethering your device to a cellular connection.
Symptom: "Trying All Underlay IPs..."
If you've tried pressing 'ping all devices' in the Airwall network panel and receive a message below each one with 'Trying all Underlay IPs' try rebooting your computer. If the issue continues after a reboot, attempt to connect from a different internet connection.
After trying these steps, if the issue does not resolve, please send a screen shot to firstname.lastname@example.org where our team will troubleshoot the issue for you.
Symptom: Multi-Factor Prompt Not Appearing
When attempting to start the Airwall agent, if the multi-factor prompt does not appear, and you've performed the troubleshooting steps as described above, attempt to press the person icon in the Airwall tray. If this is ineffective, temporarily change your default browser.
Still Having Issues?
If you have performed the above and are still experiencing issues, please contact email@example.com.