Technical Support Center
Our technical support team provides outstanding second- and third-tier support to our product partners. If you are a direct customer who needs technical assistance, take advantage of our technical support resources listed below.
NetMotion Mobility XE Support
Obtaining Technical Support:
- Contact your NetMotion Mobility XE provider.
- Log in to access the Mobility XE knowledgebase and the Technical Support Center (in addition to the tech notes below). All users with authorization to download evaluation software have access to these resources.
- Submit an online support request
- E-mail: support@nmwco.com
- Call: (206) 691-5600
Other Support Resources
- Tech Notes - This library of technical notes provides the latest technical tips and troubleshooting information.
- System Requirements - This document provides an overview of client and server system requirements for Mobility XE Mobile VPN.
- Mobility Setup and Deployment Guide - This roadmap points to the notes that address the most common setup and deployment issues.
- Standard or Premium (24x7) Support - Expert technical support is integral to Mobility XE, and we offer it at two different levels, Standard and Premium (24x7). Find out what the difference is and decide which is right for you.
Mobility XE and Third-Party Products
To function properly, Mobility XE depends on a properly configured ecosystem – mobile device hardware and operating systems; authentication systems; wireless networking infrastructure, access points, and NIC cards; network service providers, etc. It is our customers’ responsibility to work with the applicable vendors and service providers to ensure that these other components are correctly installed and configured in a manner that is compatible with Mobility XE.
The NetMotion Technical Support team assists customers with questions and issues regarding Mobility XE. If the cause of a problem or failure is in another component of the mobile deployment ecosystem outside of the Mobility XE product, it is incumbent upon the customer to contact that vendor or service provider for assistance.
Recent Support Bulletins
last update: 06/11/2009
Incompatibility with AVG Anti-Virus Network Edition 8.5.322
updated 06/11/2009
We have received notification from AVG that the incompatibility described below has been fixed as of AVG version 8.5.364 and higher. This version (or higher) is already available from AVG. Please contact AVG for any further information about this issue.
originally posted 05/06/2009
We have received reports from several NetMotion customers of an incompatibility between the Mobility XE client and 8.5 Build 322 and higher of AVG's Anti-Virus Network Edition product. The problem manifests itself as an inability to use UNC paths or reach shared network drives when the client device is running Mobility XE.
A workaround for this problem is to uninstall and reinstall the Mobility client. To the best of our knowledge, until the problem is resolved this procedure will need to be repeated each time the AVG software is updated.
NetMotion has opened case G#0903825038 with AVG to resolve the issue. Customers who are experiencing this problem are encouraged to open a case with us and additionally contact AVG, open up a support incident, and reference this case number.
Advance End-of-Life Notification for version 6.7
posted 06/05/08
NetMotion Wireless has announced the end-of-life (EOL) for NetMotion Mobility XE version 6.7 will occur eighteen months from now. Effective December 31, 2009, customers who want to continue receiving technical support must upgrade to Mobility XE version 7.0 or a later version. Until December 31, 2009, customers with maintenance contracts will continue to receive support. Until it is discontinued, any NetMotion Wireless customers can upgrade without charge to Mobility XE version 6.7 from any previous version of Mobility XE.
Specific EOL announcements for any later versions will be issued at least 12 months in advance of their end-of-life effective date. Please see below for previous end-of-life announcements for versions 6.00-6.63.
Advance Notice of Intent to Discontinue EAP-MD5 Support
posted 06/05/2008
Mobility XE version 8.5 is the last release that will support the EAP-MD5 authentication method. EAP-MD5 has long been considered an “at-risk” authentication method due to security weaknesses (collision attacks and increased exposure to man-in-the-middle attacks). Because attacks on EAP-MD5 are no longer theoretical in nature, NetMotion Wireless has determined that it is unwise to continue support for the algorithm in our products.
If you are currently using EAP-MD5 authentication with Mobility XE, we strongly encourage you to migrate to one of the other available authentication methods as soon as possible. To determine if your Mobility XE system is affected, log in to the Mobility console, click on Server Settings, and then click on the ‘Authentication – Protocol’ setting. If ‘RADIUS – MD5’ is selected, you should plan to change to one of the alternate settings as soon as possible.
We will continue to support RADIUS authentication using the LEAP method and the PEAP with EAP-GTC or EAP-NTLMv2 inner methods. Support for additional EAP authentication methods is also planned for upcoming releases.
Note that starting with Windows Vista, Microsoft also discontinued support for EAP-MD5 (see http://support.microsoft.com/kb/922574), and many other security vendors have already discontinued their support for the protocol. There is also great deal of searchable information on the Internet about EAP-MD5’s security weaknesses.
Advance Notice of Intent to Discontinue Support for the Windows 2000 Server Operating System
Update: as of version 8.5 Mobility XE no longer supports the Windows 2000 Server Operating System
posted 06/05/2008
Support for Windows 2000 Server will be deprecated in the next Mobility XE release, planned for later this year. Customers should plan to upgrade their Mobility XE server infrastructure to Windows Server 2003 SP2.
Advance Notice of Intent to Discontinue Support for the Windows 2000 Professional Operating System
Update: as of version 8.5 Mobility XE no longer supports the Windows 2000 Professional Operating System
posted 06/05/2008
Support for Windows 2000 Professional will be deprecated in the next Mobility release of XE, planned for later this year. Customers should plan to upgrade their Mobility XE client devices to Windows XP or Windows Vista.
Advance Notice of Intent to Discontinue Support for the MS Windows Mobile 2003 (Pocket PC 2003) Operating System
Update: as of version 8.5 Mobility XE no longer supports Windows Mobile 2003 Pocket PC
posted 06/05/2008
Support for Windows Mobile 2003 (a.k.a. Pocket PC 2003) will be deprecated in the next release of Mobility XE, planned for later this year.
Security Advisory: Vulnerabilities in the Java Runtime Environment Image Parsing Library
posted 04/09/2008
Applies to: Mobility XE version 5.0 through 8.x
Status: Non-critical
Sun Microsystems issued an alert on March 4, 2008 titled “Vulnerabilities in the Java Runtime Environment image Parsing Library”. (Click here to view the alert.) Mobility XE Versions 5.0 through 8.x use the Sun Java Runtime Engine (JRE) as the underlying technology for the Mobility console. All versions of the JRE predate the fixes for these vulnerabilities. Mobility 8.0 ships with JRE v1.6.0_02.
Important: Do not upgrade the JRE that is installed with your Mobility XE server. The Mobility server is tightly integrated with the JRE and may become irretrievably corrupted as a result of the upgrade.
The vulnerabilities in this alert are related to problems when processing specially crafted images, JSP pages or applets downloaded from outside sources. Although the JRE code installed by Mobility XE has these vulnerabilities, there are mitigating factors:
Mobility XE installs the JRE solely for use by the Mobility XE console and not for general use by a browser. The Mobility XE JRE instance does not access resources outside of the Mobility system.
Mobility XE’s use of the JRE is contained and doesn’t involve use where the vulnerabilities could be triggered in that Mobility XE does not load applets or images not under its control.
While it is possible to change the system’s configuration (CLASSPATH) to point at the JRE used by Mobility XE, it is highly unlikely to occur as it would have to be done intentionally be someone with administrative access to the server. It is far more likely that someone would install a JRE for general use on the server, in which case the Mobility XE code would be unaffected.
Since there is a very low risk of a direct threat, NetMotion Wireless plans to address this threat by distributing updated code for the JRE in an upcoming maintenance release.
End-of-Life Notification for versions 6.00-6.63
posted 10/25/2007
NetMotion Wireless has announced that end-of-life (EOL) for NetMotion Mobility XE versions 6.00 through 6.63 will occur as of September 2008. Effective September 30, 2008, customers who want to continue receiving technical support must upgrade to Mobility XE version 6.7 or a later version. Until September 30, 2008, customers with maintenance contracts will continue to receive support. All NetMotion Wireless customers can upgrade without charge to Mobility XE version 6.7 from any previous version of Mobility XE.
In conjunction with this EOL announcement, NetMotion Wireless also reaffirms our plans to support Mobility XE version 6.7 at least through June 2009 and Mobility XE version 7.0 at least through September 2009. Specific EOL announcements for these version will be issued at least 12 months in advance of their end-of-life effective date.
Windows Server 2003 SP2 - Incompatibility Alert
posted 03/28/2007
Applies to: Mobility XE server versions 5.0 through 7.1
Status: Critical
Windows Server 2003 Service Pack 2 was released the week of March 12, 2007. There are compatibility problems with versions 7.1 and earlier of the Mobility XE server and Windows Server 2003 SP2. Only Mobility XE version 7.20 and higher are currently compatible with SP2. Customers should NOT deploy Windows Server 2003 SP2 on any machine running version 7.1 or earlier of the Mobility XE server software or the Mobility XE Warehouse. If it has already been installed, SP2 can be successfully uninstalled. Windows 2003 SP2 is an optional high priority update and it was not part of the automatic update through AU that was set to take place starting June 12, 2007.
Microsoft has provided instructions on how to prevent SP2 from being included in the AU process: http://www.microsoft.com/downloads/details.aspx?FamilyId=FC145B0B-C148-445A-82BA-9B2F3AEF6E60&displaylang=en
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