Shorewall Support

While I don't answer Shorewall questions emailed directly to me, I try to spend some time each day answering questions on the Shorewall Users Mailing List.

-Tom Eastep

Before Reporting a Problem

"Well at least you tried to read the documentation, which is a lot more than some people on this list appear to do."

- Wietse Venema - On the Postfix mailing list

There are a number of sources for problem solution information. Please try these before you post.

More than half of the questions posted on the support list have answers directly accessible from the Documentation Index
The FAQ has solutions to more than 20 common problems.

The Troubleshooting Information contains a number of tips to help you solve common problems.

The Errata has links to download updated components.

The Mailing List Archives search facility can locate posts about similar problems:

Mailing List Archive Search

Problem Reporting Guidelines

"Let me see if I can translate your message into a real-world example. It would be like saying that you have three rooms at home, and when you walk into one of the rooms, you detect this strange smell. Can anyone tell you what that strange smell is?

Now, all of us could do some wonderful guessing as to the smell and even what's causing it. You would be absolutely amazed at the range and variety of smells we could come up with. Even more amazing is that all of the explanations for the smells would be completely plausible."

- Russell Mosemann on the Postfix mailing list

Please remember we only know what is posted in your message. Do not leave out any information that appears to be correct, or was mentioned in a previous post. There have been countless posts by people who were sure that some part of their configuration was correct when it actually contained a small error. We tend to be skeptics where detail is lacking.
Please keep in mind that you're asking for free technical support. Any help we offer is an act of generosity, not an obligation. Try to make it easy for us to help you. Follow good, courteous practices in writing and formatting your e-mail. Provide details that we need if you expect good answers. Exact quoting of error messages, log entries, command output, and other output is better than a paraphrase or summary.
Please don't describe your environment and then ask us to send you custom configuration files. We're here to answer your questions but we can't do your job for you.
When reporting a problem, ALWAYS include this information:

the exact version of Shorewall you are running.

shorewall version

the exact kernel version you are running

uname -a

the complete, exact output of

ip addr show

the complete, exact output of

ip route show

If your kernel is modularized, the exact output from

lsmod
the exact wording of any ping failure responses
If you installed Shorewall using one of the QuickStart Guides, please indicate which one.
If you are running Shorewall under Mandrake using the Mandrake installation of Shorewall, please say so.

NEVER include the output of "iptables -L". Instead, if you are having connection problems of any kind then:

1. /sbin/shorewall/reset

2. Try the connection that is failing.

3. /sbin/shorewall status > /tmp/status.txt

4. Post the /tmp/status.txt file as an attachment.
As a general matter, please do not edit the diagnostic information in an attempt to conceal your IP address, netmask, nameserver addresses, domain name, etc. These aren't secrets, and concealing them often misleads us (and 80% of the time, a hacker could derive them anyway from information contained in the SMTP headers of your post).

Do you see any "Shorewall" messages ("/sbin/shorewall show log") when you exercise the function that is giving you problems? If so, include the message(s) in your post along with a copy of your /etc/shorewall/interfaces file.
Please include any of the Shorewall configuration files (especially the /etc/shorewall/hosts file if you have modified that file) that you think are relevant. If you include /etc/shorewall/rules, please include /etc/shorewall/policy as well (rules are meaningless unless one also knows the policies).

If an error occurs when you try to "shorewall start", include a trace (See the Troubleshooting section for instructions).

The list server limits posts to 120kb so don't post GIFs of your network layout, etc. to the Mailing List -- your post will be rejected.

The author gratefully acknowleges that the above list was heavily plagiarized from the excellent LEAF document by Ray Olszewski found at http://leaf-project.org/pub/doc/docmanager/docid_1891.html.

Please post in plain text

A growing number of MTAs serving list subscribers are rejecting all HTML traffic. At least one MTA has gone so far as to blacklist shorewall.net "for continuous abuse" because it has been my policy to allow HTML in list posts!!

I think that blocking all HTML is a Draconian way to control spam and that the ultimate losers here are not the spammers but the list subscribers whose MTAs are bouncing all shorewall.net mail. As one list subscriber wrote to me privately "These e-mail admin's need to get a (expletive deleted) life instead of trying to rid the planet of HTML based e-mail". Nevertheless, to allow subscribers to receive list posts as must as possible, I have now configured the list server at shorewall.net to strip all HTML from outgoing posts.

Where to Send your Problem Report or to Ask for Help

If you run Shorewall under Bering -- please post your question or problem to the LEAF Users mailing list.
If you run Shorewall under MandrakeSoft Multi Network Firewall (MNF) and you have not purchased an MNF license from MandrakeSoft then you can post non MNF-specific Shorewall questions to the Shorewall users mailing list. Do not expect to get free MNF support on the list.

Otherwise, please post your question or problem to the Shorewall users mailing list.

To Subscribe to the mailing list go to http://lists.shorewall.net/mailman/listinfo/shorewall-users .

Last Updated 2/22/2003 - Tom Eastep