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shorewall_code/STABLE/documentation/support.htm
teastep 16906234c8 Shorewall 1.4.2 
git-svn-id: https://shorewall.svn.sourceforge.net/svnroot/shorewall/trunk@535 fbd18981-670d-0410-9b5c-8dc0c1a9a2bb
2003-04-13 15:28:32 +00:00

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<!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.01 Transitional//EN">
<html>
<head>
<meta http-equiv="Content-Language" content="en-us">
<meta http-equiv="Content-Type"
content="text/html; charset=windows-1252">
<title>Shorewall Support Guide</title>
</head>
<body>
<table border="0" cellpadding="0" cellspacing="0"
style="border-collapse: collapse;" width="100%" id="AutoNumber1"
bgcolor="#400169" height="90">
<tbody>
<tr>
<td
width="100%">
<h1 align="center"><font color="#ffffff">Shorewall Support Guide<img
src="images/obrasinf.gif" alt="" width="90" height="90" align="middle">
</font></h1>
</td>
</tr>
</tbody>
</table>
<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>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>
</li>
<li> The <a
href="FAQ.htm">FAQ</a> has solutions to more than 20 common problems.
</li>
<li> The <a
href="troubleshoot.htm">Troubleshooting</a> Information contains
a number of tips to help you solve common problems.
</li>
<li> The <a
href="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>
<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.</b><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>
</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="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>
<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>.<br>
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/mailing_list.htm">http://lists.shorewall.net/mailing_list.htm</a><br>
</p>
<p align="left"><font size="2">Last Updated 4/10/2003 - 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>
</p>
<br>
<br>
<br>
<br>
<br>
</body>
</html>
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