Smart Remote Access troubleshooting

Verifying that Smart Remote Access is enabled

If you open your gateway through the NordLayer Control Panel, you should see the following message:




Testing the connection

To test the connection, you can open the Command Line Prompt (Windows), Terminal (macOS/Linux) and run the following command:

ping <NordLayer DDNS set on device>

If you get ping results similar to 0% packet loss, it means that the connection to the remote device is established and the device is accessible via the Smart Remote Access feature.

Otherwise, if the ping results are 100% packet loss, it means that the remote device is not accessible remotely.
Note: To stop the ping on macOS/Linux you may use the keyboard shortcut: Control + C

In case you are unable to ping the DDNS on your device, it is worth checking the Activity tab in the Control Panel to see whether both users are connected to the same gateway. If you are the Owner of the organization, you may check this information in the Activity -> Connections section of the NordLayer Control Panel.


Accessing a shared folder in the local network (without NordLayer)

Try mapping a network drive when both of your devices are within the same local network, without being connected to the VPN. Mapping a network drive:


  1. Open File Explorer from the taskbar or the Start  menu, or press the Windows logo key  + E
  2. Select This PC from the left pane
  3. On the Computer tab, select Map network drive
  4. In the Drive list, select a drive letter (any available letter will do)
  5. In the Folder box, type the path of the folder or computer, or select Browse to find the folder or computer
  6. Click Finish



  1. In Finder, either hit Command+K to bring up 'Connect to Server' or navigate to Go > Connect to Server
  2. Enter the path of the network drive you’re trying to map (e.g. smb://devicename/shared/Files) and click Connect
  3. Enter your login details and then click OK to mount the network drive



Before you can mount Windows/macOS shares, you need to have CIFS or SMBFS installed. You also need support built into the kernel. If you are using a binary distribution your kernel should be automatically configured for this. To install the required mount/unmount utilities and allow users to mount Windows/macOS shares, follow the instructions below:

Open a terminal (on Ubuntu or Debian-based distributions) and type:

sudo apt-get install smbfs

Setting mount.cifs and umount.cifs SetUID root to allow user mounts

sudo chmod u+s /sbin/mount.cifs /sbin/umount.cifs

You can map a network drive to Storage01 using the mount.cifs utility. Now that mount.cifs is installed SetUID root, you can run the following command as a regular user:

mount.cifs //devicename/sharename /path/to/mountpoint -o user=myusername,domain=campus,vers=1.0


If the share is able to mount correctly within the local network while not being connected to NordLayer, you will be able to do so when Smart Remote Access is set up (but will need to use the NordLayer DDNS that you set on the device that you want to access).


Common issues


The network is set to public

This means that the computer will be invisible in the LAN (local area network).


How to set it to Private:

  1. Start by connecting to your network. You can do this by opening the available Network icon in the Notification area. Select the network, then connect to it. After connecting, select it, then choose Properties
  2. Here you can change your Network profile to Private


You do not have permission to access \\<IPAddress or Hostname>


This means that the connection to the mapped drive is established, however, some permissions are restricting the connection. 

Solution 1 - share the folder with everyone:

  1. Right-click the shared folder
  2. Select Properties, and then select Advanced Sharing on the Sharing tab
  3. Select Permissions, check Allow for Full Control of Everyone, and then press Enter
  4. Select OK on the Advanced Sharing dialog box


Solution 2 (follow-up) - allow the Full Control permission to Everyone:

  1. Select Edit on the Security tab
  2. Select Add, enter Everyone in the Enter the object names to select field, and then press Enter
  3. Check Allow for Full control of Everyone, and press Enter


Solution 3 (in case the above does not help) - make sure TCP/IP NetBIOS is enabled:

  1. Go to Start
  2. Go to Search, enter the word Services, and press Enter
  3. Double-click TCP/IP NetBIOS Helper on the right pane, and make sure the Startup type property is set to Automatic


  1. Go to Control Panel > Network and Internet > Network and Sharing Center, select Change adapter settings on the left pane, and then double-click Ethernet
  2. Select Properties and double-click Internet Protocol Version 4 (TCP/IPv4) on the Networking tab
  3. Select Advanced, select Enable NetBIOS over TCP/IP on the WINS tab, and then press Enter.
  4. Select OK twice to close the dialog box



Windows cannot access \\share\folder check the spelling of the name.


If you are getting an error message similar to the one above, most likely either your device or the device you are accessing is not connected to the same gateway. Please verify if both users are connected to the same gateway via the Activity -> Connections section in the Control Panel if you are the Owner of the organization.

Note: In case you have any questions or are experiencing any issues, please feel free to contact our 24/7 customer support team.

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