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shorewall_code/Shorewall-docs/support.htm
teastep b35d93acac Documentation changes for OLD_PING_HANDLING 
git-svn-id: https://shorewall.svn.sourceforge.net/svnroot/shorewall/trunk@409 fbd18981-670d-0410-9b5c-8dc0c1a9a2bb
2003-01-22 00:37:23 +00:00

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<title>Support</title>
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<h1 align="center"><font color="#ffffff">Shorewall Support<img
src="images/obrasinf.gif" alt="" width="90" height="90" align="middle">
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<p> <b><big><big><font color="#ff0000">While I don't answer Shorewall <20>questions
emailed directly to me, I try to spend some time each day answering questions
on the Shorewall Users Mailing List.</font></big><span
style="font-weight: 400;"></span></big></b></p>
<h2 align="center"><big><font color="#ff0000"><b>-Tom Eastep</b></font></big></h2>
<h1>Before Reporting a Problem</h1>
There are a number of sources for problem
solution information. Please try these before you post.
<h3> </h3>
<h3> </h3>
<ul>
<li>More than half of the questions posted on the support
list have answers directly accessible from the <a
href="shorewall_quickstart_guide.htm#Documentation">Documentation Index</a><br>
<br>
</li>
<li> The <a href="FAQ.htm">FAQ</a>
has solutions to more than 20 common problems. </li>
</ul>
<h3> </h3>
<ul>
<li> The <a
href="troubleshoot.htm">Troubleshooting</a> Information contains
a number of tips to help you solve common problems. </li>
</ul>
<h3> </h3>
<ul>
<li> The <a
href="errata.htm"> Errata</a> has links to download updated
components. </li>
</ul>
<h3> </h3>
<ul>
<li> The Mailing List Archives
search facility can locate posts about similar problems:
</li>
</ul>
<h2> </h2>
<h2>Mailing List Archive Search</h2>
<form method="post" action="http://lists.shorewall.net/cgi-bin/htsearch">
<p> <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="[http://lists.shorewall.net/pipermail/.*]"> <input type="hidden"
name="exclude" value=""> <br>
Search: <input type="text" size="30"
name="words" value=""> <input type="submit" value="Search"> </p>
</form>
<h2>Problem Reporting Guidelines </h2>
<i>"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?<br>
<br>
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."<br>
</i><br>
<div align="center"> - <i>Russell Mosemann</i> on the Postfix mailing list<br>
</div>
<br>
<h3> </h3>
<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>
<br>
</li>
<li>the exact wording of any <code
style="color: green; font-weight: bold;">ping</code> failure responses.<br>
<br>
</li>
</ul>
</ul>
<ul>
<li><b>NEVER </b>include the output of "<b><font color="#009900">iptables
-L</font></b>". Instead, please post the exact output of<br>
<br>
<b><font color="#009900">/sbin/shorewall status<br>
<br>
</font></b>Since that command generates a lot of output, we suggest
that you redirect the output to a file and attach the file to your post<br>
<br>
<b><font color="#009900">/sbin/shorewall status &gt; /tmp/status.txt</font></b><br>
<br>
</li>
<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).<strong></strong></li>
</ul>
<ul>
</ul>
<h3> </h3>
<ul>
</ul>
<h3> </h3>
<ul>
<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). </li>
</ul>
<h3> </h3>
<ul>
</ul>
<h3> </h3>
<ul>
<li> If an error occurs when
you try to "<font color="#009900"><b>shorewall start</b></font>",
include a trace (See the <a href="troubleshoot.htm">Troubleshooting</a>
section for instructions). </li>
</ul>
<h3> </h3>
<ul>
<li>
<h3><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></h3>
</li>
</ul>
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>
<h2>Please post in plain text</h2>
<blockquote> </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>
<h2>Where to Send your Problem Report or to Ask for Help</h2>
<blockquote>
<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>
</blockquote>
<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>
.</p>
<p align="left"><font size="2">Last Updated 1/16/2002 - 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>
</p>
<br>
<br>
</body>
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