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shorewall_code/Shorewall-docs/support.htm
teastep d282399aa7 Documentation updates 
git-svn-id: https://shorewall.svn.sourceforge.net/svnroot/shorewall/trunk@548 fbd18981-670d-0410-9b5c-8dc0c1a9a2bb
2003-05-15 19:39:23 +00:00

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<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
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content="text/html; charset=windows-1252">
<title>Shorewall Support Guide</title>
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<h1 align="center"><font color="#ffffff">Shorewall Support Guide<img
src="images/obrasinf.gif" alt="" width="90" height="90" align="middle">
</font></h1>
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<h2>Before Reporting a Problem or Asking a Question<br>
</h2>
There are
a number of sources of Shorewall information. Please try these before
you post.
<ul>
<li>Shorewall versions earlier
that 1.3.0 are no longer supported.<br>
</li>
<li>More than half of the questions posted on the support
list have answers directly accessible from the <a
href="http://www.shorewall.net/shorewall_quickstart_guide.htm#Documentation">Documentation
Index</a><br>
</li>
<li>
The <a href="http://www.shorewall.net/FAQ.htm">FAQ</a> has solutions
to more than 20 common problems. </li>
<li> The
<a href="http://www.shorewall.net/troubleshoot.htm">Troubleshooting</a>
Information contains a number of tips to help
you solve common problems. </li>
<li> The
<a href="http://www.shorewall.net/errata.htm"> Errata</a> has links
to download updated components. </li>
<li> The Site
and Mailing List Archives search facility can locate documents
and posts about similar problems: </li>
</ul>
<h2>Site and Mailing List Archive Search</h2>
<blockquote>
<form method="post"
action="http://lists.shorewall.net/cgi-bin/htsearch"> <font size="-1"> Match:
<select name="method">
<option value="and">All </option>
<option value="or">Any </option>
<option value="boolean">Boolean </option>
</select>
Format:
<select name="format">
<option value="builtin-long">Long </option>
<option value="builtin-short">Short </option>
</select>
Sort by:
<select name="sort">
<option value="score">Score </option>
<option value="time">Time </option>
<option value="title">Title </option>
<option value="revscore">Reverse Score </option>
<option value="revtime">Reverse Time </option>
<option value="revtitle">Reverse Title </option>
</select>
</font><input type="hidden" name="config"
value="htdig"><input type="hidden" name="restrict" value=""><font
size="-1"> Include Mailing List Archives:
<select size="1" name="exclude">
<option value="">Yes</option>
<option value="[http://lists.shorewall.net/pipermail/.*]">No</option>
</select>
</font><br>
Search: <input type="text" size="30" name="words"
value=""> <input type="submit" value="Search"><br>
</form>
</blockquote>
<h2>Problem Reporting Guidelines<br>
</h2>
<ul>
<li>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.<br>
<br>
</li>
<li>Please keep in mind that you're
asking for <strong>free</strong> 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. <em>Exact quoting </em> of
error messages, log entries, command output, and other output is better
than a paraphrase or summary.<br>
<br>
</li>
<li>
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.<br>
<br>
</li>
<li>When reporting a problem, <strong>ALWAYS</strong>
include this information:</li>
</ul>
<ul>
<ul>
<li>the exact version of Shorewall
you are running.<br>
<br>
<b><font color="#009900">shorewall
version</font><br>
</b> <br>
</li>
</ul>
<ul>
<li>the exact kernel version you are
running<br>
<br>
<font color="#009900"><b>uname -a<br>
<br>
</b></font></li>
</ul>
<ul>
<li>the complete, exact output of<br>
<br>
<font color="#009900"><b>ip addr
show<br>
<br>
</b></font></li>
</ul>
<ul>
<li>the complete, exact output of<br>
<br>
<font color="#009900"><b>ip route
show<br>
<br>
</b></font></li>
</ul>
<ul>
<li>If your kernel is modularized,
the exact output from<br>
<br>
<font color="#009900"><b>lsmod</b></font><br>
</li>
</ul>
</ul>
<ul>
<ul>
<li><font color="#ff0000"><u><i><big><b>If you are having connection
problems of any kind then:</b></big></i></u></font><br>
<br>
1. <b><font color="#009900">/sbin/shorewall/reset</font></b><br>
<br>
2. Try the connection that is failing.<br>
<br>
3.<b><font color="#009900"> /sbin/shorewall status
&gt; /tmp/status.txt</font></b><br>
<br>
4. Post the /tmp/status.txt file as an attachment.<br>
<br>
</li>
<li>the exact wording of any <code
style="color: green; font-weight: bold;">ping</code> failure responses<br>
<br>
</li>
<li>If you installed Shorewall using one of the QuickStart
Guides, please indicate which one. <br>
<br>
</li>
<li><b>If you are running Shorewall under Mandrake using the
Mandrake installation of Shorewall, please say so.<br>
<br>
</b></li>
</ul>
<li>As
a general matter, please <strong>do not edit the diagnostic
information</strong> 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).<br>
<br>
<strong></strong></li>
<li>Do you see any "Shorewall" messages ("<b><font
color="#009900">/sbin/shorewall show log</font></b>") 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.<br>
<br>
</li>
<li>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).<br>
<br>
</li>
<li>If an error occurs when you try to "<font
color="#009900"><b>shorewall start</b></font>", include a trace
(See the <a href="http://www.shorewall.net/troubleshoot.htm">Troubleshooting</a>
section for instructions).<br>
<br>
</li>
<li><b>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.</b></li>
</ul>
<blockquote> The author gratefully acknowleges that the above list was
heavily plagiarized from the excellent LEAF document by <i>Ray</i>
<em>Olszewski</em> found at <a
href="http://leaf-project.org/pub/doc/docmanager/docid_1891.html">http://leaf-project.org/pub/doc/docmanager/docid_1891.html</a>.<br>
</blockquote>
<h2>When using the mailing list, please post in plain text</h2>
<blockquote> 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!!<br>
<br>
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 <i>(expletive
deleted)</i> 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.<br>
</blockquote>
<h2>Where to Send your Problem Report or to Ask for Help</h2>
<blockquote> <b>If you have a <u>quick</u> question about
capabilities or where to find something, you may use the</b> <a
href="http://www.developercube.com/forum/index.php?c=8">Shorewall Support
Forum</a>. <u><b>DO NOT POST THE OUTPUT OF "shorewall status" TO THE FORUM;
I WON'T LOOK AT IT.</b></u> <b>If you need to supply "shorewall status"
output, use the appropriate mailing list below.</b><br>
<h4>If you run Shorewall under Bering -- <span
style="font-weight: 400;">please post your question or problem
to the <a
href="mailto:leaf-user@lists.sourceforge.net">LEAF Users mailing
list</a>.</span></h4>
<b>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 </b><a
href="mailto:shorewall-users@lists.shorewall.net">Shorewall users mailing
list</a>. <b>Do not expect to get free MNF support on the list.</b><br>
<p>Otherwise, please post your question or problem to the <a
href="mailto:shorewall-users@lists.shorewall.net">Shorewall users mailing
list</a> .</p>
<p> To Subscribe to the mailing list go to <a
href="http://lists.shorewall.net/mailman/listinfo/shorewall-users">http://lists.shorewall.net/mailman/listinfo/shorewall-users</a>
.<br>
</p>
</blockquote>
<p>For information on other Shorewall mailing lists, go to <a
href="http://lists.shorewall.net">http://lists.shorewall.net</a><br>
</p>
<p align="left"><font size="2">Last Updated 5/12/2003 - Tom Eastep</font></p>
<p align="left"><font face="Trebuchet MS"><a href="copyright.htm"> <font
size="2">Copyright</font> <20> <font size="2">2001, 2002, 2003 Thomas M. Eastep.</font></a></font><br>
<br>
</p>
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