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374 lines
13 KiB
XML
374 lines
13 KiB
XML
<?xml version="1.0" encoding="UTF-8"?>
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<!DOCTYPE article PUBLIC "-//OASIS//DTD DocBook XML V4.2//EN"
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"http://www.oasis-open.org/docbook/xml/4.2/docbookx.dtd">
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<article id="IPIP">
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<!--$Id$-->
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<articleinfo>
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<title>Shorewall Support Guide</title>
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<authorgroup>
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<author>
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<firstname>Tom</firstname>
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<surname>Eastep</surname>
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</author>
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</authorgroup>
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<pubdate>2004-09-07</pubdate>
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<copyright>
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<year>2001-2004</year>
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<holder>Thomas M. Eastep</holder>
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</copyright>
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<legalnotice>
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<para>Permission is granted to copy, distribute and/or modify this
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document under the terms of the GNU Free Documentation License, Version
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1.2 or any later version published by the Free Software Foundation; with
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no Invariant Sections, with no Front-Cover, and with no Back-Cover
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Texts. A copy of the license is included in the section entitled
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<quote><ulink url="GnuCopyright.htm">GNU Free Documentation
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License</ulink></quote>.</para>
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<important>
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<para>Problem reports that do not include the information requested in
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the <link linkend="Guidelines">Problem Reporting Guidelines</link>
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below will not be answered by the Shorewall author.</para>
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</important>
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</legalnotice>
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</articleinfo>
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<section>
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<title>Before Reporting a Problem or Asking a Question</title>
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<para>There are a number of sources of Shorewall information. Please try
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these before you post.</para>
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<itemizedlist>
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<listitem>
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<para>The two currently-supported Shorewall <ulink
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url="ReleaseModel.html">major releases</ulink> are 1.4 and 2.0.</para>
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</listitem>
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<listitem>
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<para>More than half of the questions posted on the support list have
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answers directly accessible from the <ulink
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url="Documentation_Index.html">Documentation Index</ulink></para>
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</listitem>
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<listitem>
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<para>The <ulink url="FAQ.htm">FAQ</ulink> has solutions to more than
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30 common problems.</para>
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</listitem>
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<listitem>
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<para>The <ulink url="troubleshoot.htm">Troubleshooting
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Information</ulink> contains a number of tips to help you solve common
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problems.</para>
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</listitem>
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<listitem>
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<para>The <ulink url="errata.htm">Errata</ulink> has links to download
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updated components.</para>
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</listitem>
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<listitem>
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<para>The <ulink
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url="http://lists.shorewall.net/htdig/search.html">Site and Mailing
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List Archives search facility</ulink> can locate documents and posts
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about similar problems:</para>
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</listitem>
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</itemizedlist>
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</section>
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<section id="Guidelines">
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<title>Problem Reporting Guidelines</title>
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<note>
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<para>Shorewall versions earlier that 1.4.0 are no longer
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supported.</para>
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</note>
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<itemizedlist>
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<listitem>
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<para>When reporting a problem, <emphasis
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role="bold">ALWAYS</emphasis> include this information:</para>
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<itemizedlist>
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<listitem>
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<para>the exact version of Shorewall you are running.</para>
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<programlisting><command>shorewall version</command></programlisting>
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</listitem>
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<listitem>
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<para>the complete, exact output of</para>
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<programlisting><command>ip addr show</command></programlisting>
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</listitem>
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<listitem>
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<para>the complete, exact output of</para>
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<programlisting><command>ip route show</command></programlisting>
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</listitem>
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<listitem>
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<para><emphasis role="bold">THIS IS IMPORTANT!</emphasis> If your
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problem is that some type of connection to/from or through your
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firewall isn't working then please perform the following four
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steps:</para>
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<orderedlist>
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<listitem>
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<para>If Shorewall isn't started then
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<command>/sbin/shorewall/start</command>. Otherwise
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<command>/sbin/shorewall reset</command>.</para>
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</listitem>
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<listitem>
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<para>Try making the connection that is failing.</para>
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</listitem>
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<listitem>
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<para><command>/sbin/shorewall status >
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/tmp/status.txt</command></para>
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</listitem>
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<listitem>
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<para>Post the <filename>/tmp/status.txt</filename> file as an
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attachment (you may compress it if you like).</para>
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</listitem>
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</orderedlist>
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</listitem>
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<listitem>
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<para>the exact wording of any ping failure responses</para>
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</listitem>
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<listitem>
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<para><emphasis role="bold">If you installed Shorewall using one
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of the QuickStart Guides, please indicate which
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one</emphasis>.</para>
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</listitem>
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</itemizedlist>
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</listitem>
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<listitem>
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<para>Please remember we only know what is posted in your message. Do
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not leave out any information that appears to be correct, or was
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mentioned in a previous post. There have been countless posts by
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people who were sure that some part of their configuration was correct
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when it actually contained a small error. We tend to be skeptics where
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detail is lacking.</para>
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</listitem>
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<listitem>
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<para>Please keep in mind that you're asking for <emphasis
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role="bold">free</emphasis> technical support. Any help we offer is an
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act of generosity, not an obligation. Try to make it easy for us to
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help you. Follow good, courteous practices in writing and formatting
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your e-mail. Provide details that we need if you expect good answers.
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Exact quoting of error messages, log entries, command output, and
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other output is better than a paraphrase or summary.</para>
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</listitem>
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<listitem>
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<para>Please give details about what doesn't work. Reports that say
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<quote>I followed the directions and it didn't work</quote> will
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elicit sympathy but probably little in the way of help. Again -- if
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ping from A to B fails, say so (and see below for information about
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reporting <quote>ping</quote> problems). If Computer B doesn't show up
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in <quote>Network Neighborhood</quote> then say so. If access by IP
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address works but by DNS names it doesn't then say so.</para>
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</listitem>
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<listitem>
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<para>Please don't describe your environment and then ask us to send
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you custom configuration files. We're here to answer your questions
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but we can't do your job for you.</para>
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</listitem>
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<listitem>
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<para>Please do NOT include the output of <command>iptables
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-L</command> — the output of <emphasis role="bold">shorewall
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show</emphasis> or <command>shorewall status</command> is much more
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useful.</para>
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</listitem>
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<listitem>
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<para>As a general matter, <emphasis role="bold">please do not edit
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the diagnostic information</emphasis> in an attempt to conceal your IP
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address, netmask, nameserver addresses, domain name, etc. These aren't
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secrets, and concealing them often misleads us (and 80% of the time, a
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hacker could derive them anyway from information contained in the SMTP
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headers of your post).</para>
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</listitem>
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<listitem>
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<para>Do you see any <quote>Shorewall</quote> messages
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(<quote><command>/sbin/shorewall show log</command></quote>) when you
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exercise the function that is giving you problems? If so, include the
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message(s) in your post along with a copy of your
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/etc/shorewall/interfaces file (and /etc/shorewall/hosts file if you
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have entries in that file).</para>
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</listitem>
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<listitem>
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<para>Please include any of the Shorewall configuration files
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(especially the /etc/shorewall/hosts file if you have modified that
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file) that you think are relevant. If you include
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/etc/shorewall/rules, please include /etc/shorewall/policy as well
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(rules are meaningless unless one also knows the policies).</para>
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</listitem>
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<listitem>
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<para>If an error occurs when you try to <quote><command>shorewall
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start</command></quote>, include a trace (See the <ulink
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url="troubleshoot.htm">Troubleshooting section</ulink> for
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instructions).</para>
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</listitem>
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<listitem>
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<para><emphasis role="bold">The list server limits posts to 120kb so
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don't post graphics of your network layout, etc. to the Mailing List
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-- your post will be rejected</emphasis>.</para>
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</listitem>
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<listitem>
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<para>The author gratefully acknowleges that the above list was
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heavily plagiarized from the excellent LEAF document by <emphasis>Ray
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Olszewski</emphasis> found at <ulink
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url="http://leaf-project.org/pub/doc/docmanager/docid_1891.html">http://leaf-project.org/pub/doc/docmanager/docid_1891.html</ulink>.</para>
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</listitem>
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</itemizedlist>
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</section>
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<section>
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<title>When using the mailing list, please post in plain text</title>
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<para>A growing number of MTAs serving list subscribers are rejecting all
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HTML traffic. At least one MTA has gone so far as to blacklist
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shorewall.net <quote>for continuous abuse</quote> because it has been my
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policy to allow HTML in list posts!!</para>
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<para>I think that blocking all HTML is a Draconian way to control spam
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and that the ultimate losers here are not the spammers but the list
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subscribers whose MTAs are bouncing all shorewall.net mail. As one list
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subscriber wrote to me privately <quote>These e-mail admin's need to get a
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(expletive deleted) life instead of trying to rid the planet of HTML based
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e-mail</quote>. Nevertheless, to allow subscribers to receive list posts
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as must as possible, I have now configured the list server at
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shorewall.net to convert all HTML to plain text. These converted posts are
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difficult to read so all of us will appreciate it if you just post in
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plain text to begin with.</para>
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</section>
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<section>
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<title>Where to Send your Problem Report or to Ask for Help</title>
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<para><emphasis role="bold">If you run the current development
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release</emphasis> (see the <ulink url="ReleaseModel.html">Shorewall
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Release Model page</ulink>) -- please post your question or problem to the
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<ulink url="mailto:shorewall-devel@lists.shorewall.net">Shorewall
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Development Mailing List</ulink>.</para>
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<para><emphasis role="bold">If you run Shorewall under MandrakeSoft Multi
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Network Firewall (MNF) and you have not purchased an MNF license from
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MandrakeSoft then you can post non MNF-specific Shorewall questions to the
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<ulink url="mailto:shorewall-users@lists.shorewall.net">Shorewall users
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mailing list</ulink>. Do not expect to get free MNF support on the
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list</emphasis>.</para>
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<para>Otherwise, please post your question or problem to the <ulink
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url="mailto:shorewall-users@lists.shorewall.net">Shorewall users mailing
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list</ulink>. <emphasis role="bold">IMPORTANT</emphasis>: If you are not
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subscribed to the list, please say so -- otherwise, you will not be
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included in any replies.</para>
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</section>
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<section>
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<title>Subscribing to the Users Mailing List</title>
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<para>To Subscribe to the mailing list go to <ulink
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url="https://lists.shorewall.net/mailman/listinfo/shorewall-users">https://lists.shorewall.net/mailman/listinfo/shorewall-users</ulink>.</para>
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</section>
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<section>
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<title>Other Mailing Lists</title>
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<para>For information on other Shorewall mailing lists, go to <ulink
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url="http://lists.shorewall.net">http://lists.shorewall.net</ulink>
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.</para>
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</section>
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<appendix>
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<title>Revision History</title>
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<para><revhistory>
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<revision>
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<revnumber>1.6</revnumber>
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<date>2003-07-03</date>
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<authorinitials>TE</authorinitials>
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<revremark>New Release Model</revremark>
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</revision>
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<revision>
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<revnumber>1.5</revnumber>
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<date>2003-05-16</date>
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<authorinitials>TE</authorinitials>
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<revremark>Add link to the troubleshooting section</revremark>
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</revision>
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<revision>
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<revnumber>1.4</revnumber>
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<date>2003-03-15</date>
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<authorinitials>TE</authorinitials>
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<revremark>Remove Newbies Mailing List.</revremark>
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</revision>
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<revision>
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<revnumber>1.3</revnumber>
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<date>2003-02-19</date>
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<authorinitials>TE</authorinitials>
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<revremark>Admonish against including "iptables -L"
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output.</revremark>
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</revision>
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<revision>
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<revnumber>1.2</revnumber>
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<date>2003-01-01</date>
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<authorinitials>TE</authorinitials>
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<revremark>Removed .GIF and moved note about unsupported releases.
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Move Revision History to this Appendix.</revremark>
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</revision>
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<revision>
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<revnumber>1.1</revnumber>
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<date>2003-12-19</date>
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<authorinitials>TE</authorinitials>
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<revremark>Corrected URL for Newbies List</revremark>
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</revision>
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</revhistory></para>
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</appendix>
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</article> |