Barracuda Spam Firewall

Barracuda Spam Firewall



Troubleshooting

Last update: Thursday, 13. Mar 2014

Basic Troubleshooting Tools

The ADVANCED > Troubleshooting page provides a suite of tools that help troubleshoot network connectivity issues that may be impacting the performance of your Barracuda Spam Firewall.

For example, you can test your Barracuda Spam Firewall’s connection to the Barracuda Networks update servers to make sure that it can successfully download the latest Energize Update definitions. You can also ping or telnet to other devices from the Barracuda Spam Firewall, perform dig/NS-lookup, TCP dump and perform a trace route from the Barracuda Spam Firewall to any another system.

Connect to Barracuda Support Servers

In the Support Diagnostics section of the ADVANCED > Troubleshooting page, you can initiate a connection between your Barracuda Spam Firewall and the Barracuda Networks Technical Support Center which will allow technical support engineers to troubleshoot any issues you may be experiencing.

Rebooting the System in Recovery Mode

If your Barracuda Spam Firewall experiences a serious issue that impacts its core functionality, you can use diagnostic and recovery tools that are available from the reboot menu (see below) to return your system to an operational state.

Before you use the diagnostic and recovery tools, do the following:

  • Use the built-in troubleshooting tools on the ADVANCED > Troubleshooting page to help diagnose the problem.
  • Perform a system restore from the last known good backup file.
  • Contact Barracuda Networks Technical Support for additional troubleshooting tips.

As a last resort, you can reboot your Barracuda Spam Firewall and run a memory test or perform a complete system recovery, as described below.

To perform a system recovery or hardware test:

  1. Connect a monitor and keyboard directly to your Barracuda Spam Firewall.
  2. Reboot the system by doing one of the following:
    - In the web interface: Go to the BASIC > Administration page, navigate to the System Management section, and click Restart.
    - At the front panel of the Barracuda Spam Firewall: Press the Power button on the front panel to turn off the system, and then press the Power button again to turn the system on.

    The splash screen displays with the following three boot options:

    Barracuda
    Recovery
    Hardware_Test
  3. Use your keyboard to select the desired boot option, and press the Enter key. You must select the boot option within three seconds after the splash screen appears. If you do not select an option within three seconds, the Barracuda Spam Firewall starts up in Normal mode (first option). For a description of each boot option, refer to Reboot Options below.

 To stop a hardware test, reboot your Barracuda Spam Firewall by pressing the Ctrl-Alt-Del keys.

Reboot options

The table below describes the options available at the reboot menu.

Reboot OptionsDescription
BarracudaStarts the Barracuda Spam Firewall in the normal (default) mode. This option is automatically selected if no other option is specified within the first three seconds of the splash screen appearing.
Recovery

Displays the Recovery Console, where you can select the following options:

  • Barracuda Repair (no data loss) – Repairs the file system on the Barracuda Spam Firewall.
  • Full Barracuda Recovery (all data lost) – Restores the factory settings on your Barracuda Spam Firewall and clears out the configuration information. 
  • Enable remote administration (reverse runnel) Turns on reverse tunnel that allows Barracuda Networks Technical Support to access the system. Another method for enabling remote administration is to click Establish Connection to Barracuda Support Center on the ADVANCED >Troubleshooting page.
  • Diagnostic memory test Runs a diagnostic memory test from the operating system. If problems are reported when running this option, we recommend running the Hardware_Test option next.
Hardware_Test

Performs a thorough memory test that shows most memory related errors within a two-hour time period. The memory test is performed outside of the operating system and can take a long time to complete. Reboot your Barracuda Spam Firewall to stop the hardware test.

Replacing a Failed System

Before you replace your Barracuda Spam Firewall, use the tools provided on the ADVANCED > Troubleshooting page to try to resolve the problem, or call Barracuda Networks Technical Support.

Barracuda Instant Replacement Service

In the event that a Barracuda Spam Firewall fails and you cannot resolve the issue, customers that have purchased the Instant Replacement service can call Barracuda Networks Technical Support and arrange for a new unit to be shipped out within 24 hours.

After receiving the new system, ship the old Barracuda Spam Firewall back to Barracuda Networks at the address below with an RMA number marked clearly on the package. Barracuda Networks Technical Support can provide details on the best way to return the unit.

Barracuda Networks
3175 S. Winchester Blvd
Campbell, CA 95008

attn: RMA # <your RMA number>
 

To set up the new Barracuda Spam Firewall so it has the same configuration as your old failed system, first manually configure the new system’s IP information on the BASIC > IP Configuration page, and then restore the backup file from the old system onto the new system. For information on restoring data, refer to Backing up and Restoring Your System.


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