How to troubleshoot LSP conflict problems on client computers that have the Intelligent Application Gateway (IAG) client components installed

Some third-party security applications may install their own layered service providers (LSPs) on a client computer that has the Intelligent Application Gateway (IAG) client components installed. The LSP that the client components use may conflict with these other LSPs. Therefore, you may experience some problems when you try to start a non-Web application in the IAG portal.

This article contains instructions to troubleshoot common LSP conflict problems.

Identifying conflicting LSPs

To determine whether you have an LSP conflict on the client computer, use one the following methods.

Method 1: Using the SFHlpUtil.exe tool

1. To open a command prompt, click Start, click Run, type cmd in the Open box, and then press ENTER.
2. At the command prompt, switch the working directory to the directory that contains the SFHlpUtil.exe tool. To do this, type the following command, and then press ENTER:
   cd /d %ProgramFiles%\Whale Communications\Client Components\3.1.0
3. At the command prompt, type the following command, and then press ENTER:
   SFHlpUtil diagnose

Method 2: Using the Netsh command

1. At a command prompt, type the following command, and then press ENTER:
   Netsh winsock show catalog
2. In the output that is returned, check for entries that have a "Layered Service Provider" entry type.

Method 3: Using the MSInfo32.exe tool

1. Click Start, click Run, type msinfo32, and then press ENTER.
2. In the console tree, expand Components, expand Network, and then click Protocol.
3. Check the details pane for conflicting LSPs.

Removing conflicting LSPs

Warning This workaround may make a computer or a network more vulnerable to attack by malicious users or by malicious software such as viruses. We do not recommend this workaround but are providing this information so that you can implement this workaround at your own discretion. Use this workaround at your own risk.

To recover from the LSP conflict problems, follow these steps:

1. Remove the programs that include the conflicting LSPs.
2. Start the Add or Remove Programs program in Control Panel to remove the IAG client components.
3. Restart the computer.
4. Connect to the IAG portal to reinstall the IAG client components.

Note To use this method, you must make sure that the Windows Firewall is enabled. An antivirus program helps protect your computer from viruses. You must not download or open files from sources that you do not trust, visit Web sites that you do not trust, or open e-mail attachments when your antivirus program is disabled.

For more information about computer viruses, click the following article number to view the article in the Microsoft Knowledge Base:

For more information about LSPs, visit the following Microsoft Developer Network Web site: