• Overview
• Symptoms
• Potential Root Cause
• Resolution Steps

Overview

If you have configured a Trusted Network but the setting does not appear to work on an end user’s device: for example, the Service Tunnel does not disconnect when the user joins the Trusted Network, or the user loses network connectivity while on the Trusted Network.

Symptoms

• The correct router MAC addresses have been added to the Trusted Network, but the behavior configured for Disconnect Service Tunnels when on a Trusted Network does not occur on the device.
• The Service Tunnel does not disconnect when the user connects to the Trusted Network, regardless of whether the disconnect option is set to Yes or No.
• The user loses network connectivity when connecting (for example, over Ethernet) to the Trusted Network.

Potential Root Cause

• The device has not yet synced the latest Trusted Network configuration. Trusted Network configuration changes sync when the user logs onto the desktop app, when the app is refreshed or restarted, and automatically on a 24 hour interval; until the device syncs, it continues to apply the previous configuration.

Resolution Steps

1. In the Command Center, confirm that the Trusted Network is configured as intended: verify the routers’ MAC addresses and the Disconnect Service Tunnels when on a Trusted Network setting. See Trusted Networks for configuration steps.

2. Force the device to sync the latest configuration rather than waiting for the automatic 24 hour sync. In the CSE desktop app, click Refresh, or restart the app.

3. If the configuration still has not taken effect, have the user log off and log back on to the desktop app.

4. If the issue persists after the device has synced, restart the CSE Admin Service (sonicwall-cse-admin; previously banyanapp-admin), and then repeat the sync steps above.

   On macOS, run the following commands:

   sudo launchctl stop org.sonicwall.cse-admin

   sudo launchctl start org.sonicwall.cse-admin

5. If the issue continues after restarting the Admin Service, reboot the device.

Note: Trusted Network configuration changes can take up to 24 hours to sync to a device automatically. The steps above trigger an immediate sync so that the change takes effect without waiting for the automatic interval.