forked from extern/shorewall_code
b7df8f97db
git-svn-id: https://shorewall.svn.sourceforge.net/svnroot/shorewall/trunk@2956 fbd18981-670d-0410-9b5c-8dc0c1a9a2bb
414 lines
16 KiB
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414 lines
16 KiB
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<?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>2005-08-30</pubdate>
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<copyright>
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<year>2001-2005</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 <emphasis role="bold">will not be answered by the Shorewall
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author.</emphasis></para>
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</important>
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</legalnotice>
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</articleinfo>
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<caution>
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<para><emphasis role="bold">This article applies to Shorewall 3.0 and
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later. If you are running a version of Shorewall earlier than Shorewall
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3.0.0 then please see the documentation for that
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release.</emphasis></para>
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</caution>
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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 three currently-supported Shorewall <ulink
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url="ReleaseModel.html">major releases</ulink> are 3.0, 2.4 and 2.2.
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Because of the short time between the releases of 2.2.0 and 2.4.0,
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Shorewall 2.2 will be supported until 1 December 2006 or until the
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release of 3.1.0, whichever comes first.</para>
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<note>
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<para>Shorewall versions earlier than 2.2.0 are no longer supported;
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we will only answer your question if it deals with upgrading from
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these old releases to a current one.</para>
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</note>
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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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50 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 url="http://shorewall.net/search.html">Search
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facility</ulink> can locate documents and posts about similar
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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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<para>Please refer to the following flowchart to guide you through the
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problem reporting process.</para>
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<graphic align="center" fileref="images/Troubleshoot.png" />
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<orderedlist>
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<listitem>
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<para>If your problem is that an <emphasis
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role="bold">error</emphasis> occurs when you try to
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<quote><command>shorewall start</command></quote> or if Shorewall is
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otherwise failing to start properly, then please:</para>
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<blockquote>
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<programlisting><command>/sbin/shorewall trace start 2> /tmp/trace</command></programlisting>
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<para>Forward the <filename>/tmp/trace</filename> file as an
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attachment compressed with gzip or bzip2.</para>
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</blockquote>
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</listitem>
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<listitem>
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<para>If you are unsure if Shorewall is starting successfully or not
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then first note that if Shorewall starts successfully, the last
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message it produces is "Shorewall Started":</para>
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<blockquote>
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<programlisting>…
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Activating Rules...
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<emphasis role="bold">Shorewall Started</emphasis>
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gateway:~#</programlisting>
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</blockquote>
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<para>If you are seeing this message then Shorewall is starting
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successfully.</para>
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<para>If you are still unsure if Shorewall is starting or not, enter
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the following command:</para>
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<blockquote>
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<programlisting><command>/sbin/shorewall status shorewall</command></programlisting>
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</blockquote>
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<para>If Shorewall has started successfully, you will see output
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similar to this:</para>
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<blockquote>
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<programlisting>Shorewall-2.5.4 Status at gateway - Tue Aug 30 14:07:29 PDT 2005
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Shorewall is running
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State:Started (Tue Aug 30 07:18:07 PDT 2005)</programlisting>
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</blockquote>
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<para>If Shorewall has not started properly, you will see output
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similar to this:</para>
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<blockquote>
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<programlisting>Shorewall-2.5.4 Status at gateway - Tue Aug 30 14:08:11 PDT 2005
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Shorewall is stopped
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State:Stopped (Tue Aug 30 14:08:11 PDT 2005)</programlisting>
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</blockquote>
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<para>The "State:" refers to the <ulink
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url="starting_and_stopping_shorewall.htm%23State">Shorewall State
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Diagram</ulink>.</para>
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</listitem>
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<listitem>
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<para>If Shorewall is starting successfully and your problem is that
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some set of <emphasis role="bold">connections</emphasis> to/from or
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through your firewall <emphasis role="bold">isn't working</emphasis>
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(examples: local systems can't access the internet, you can't send
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email through the firewall, you can't surf the web from the firewall,
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etc.) then please perform the following four steps:</para>
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<orderedlist>
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<listitem>
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<para>If Shorewall isn't started then <command>/sbin/shorewall
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start</command>. Otherwise <command>/sbin/shorewall
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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 dump >
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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 compressed with gzip or bzip2.</para>
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</listitem>
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<listitem>
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<para>Describe where you are trying to make the connection from
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(IP address) and what host (IP address) you are trying to connect
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to.</para>
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</listitem>
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<listitem>
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<para><emphasis role="bold">Please do not edit the diagnostic
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information</emphasis> in an attempt to conceal your IP address,
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netmask, nameserver addresses, domain name, etc. These <emphasis
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role="bold">aren't secrets</emphasis>, and concealing them often
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misleads us and may prevent your problem from being looked at all
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together.</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>Otherwise please include the following 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><emphasis role="bold">/sbin/shorewall version</emphasis></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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</itemizedlist>
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</listitem>
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</orderedlist>
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<itemizedlist>
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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> may
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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
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<emphasis role="bold">aren't secrets</emphasis>, and concealing them
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often misleads us (and 80% of the time, a hacker could derive them
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anyway from information contained in the SMTP headers of your
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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><emphasis role="bold">The list server limits the size of posts
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to the lists, so don't post graphics of your network layout, etc. to
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the Mailing List -- 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 <ulink
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url="http://leaf-project.org/index.php?module=pagemaster&PAGE_user_op=view_page&PAGE_id=6&MMN_position=21:21">here</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. Sometimes the conversion
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process fails in which case, the post sent to the list is empty. Even when
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conversion succeeds, the converted post is difficult to read so all of us
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will appreciate it if you just post in 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 release and
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your question involves a feature that is only available in the 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.sourceforge.net">Shorewall
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Development Mailing List</ulink>. <emphasis
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role="bold">IMPORTANT</emphasis>: You must subscribe to the list before
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you will be able to post to it (see link below).</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.sourceforge.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.sourceforge.net">Shorewall users mailing
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list</ulink>. <emphasis role="bold">IMPORTANT</emphasis>: You must
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subscribe to the list before you will be able to post to it (see link
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below).</para>
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<para>Please <emphasis role="bold">read the list usage
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instructions</emphasis> (found on the information page for each list)
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before posting.</para>
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<para>For <emphasis role="bold">quick questions</emphasis>, there is also
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a #shorewall channel at irc.freenode.net.</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 users mailing list go to <ulink
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url="https://lists.sourceforge.net/mailman/listinfo/shorewall-users">https://lists.sourceforge.net/mailman/listinfo/shorewall-users</ulink>.</para>
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</section>
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<section>
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<title>Subscribing to the Announce Mailing List</title>
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<para>To Subscribe to the announce mailing list (low-traffic,read only) go
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to:</para>
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<para><ulink
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url="https://lists.sourceforge.net/lists/listinfo/shorewall-announce">https://lists.sourceforge.net/lists/listinfo/shorewall-announce</ulink></para>
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</section>
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<section>
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<title>Subscribing to the Development Mailing List</title>
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<para>To Subscribe to the development mailing list go to <ulink
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url="https://lists.sourceforge.net/mailman/listinfo/shorewall-devel">https://lists.sourceforge.net/mailman/listinfo/shorewall-devel</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://sourceforge.net/mail/?group_id=22587">http://sourceforge.net/mail/?group_id=22587</ulink>
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.</para>
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</section>
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</article>
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