Category Archives: Firewall

Emails with attachments are delayed – KB10391041


Description:  Emails are being delayed by hours or even days.

Common customer description: We are receiving emails a lot later than we should.  Sometimes days later.

Probing questions:

When did this start?
Did you recently get a spam filtering service like Securence?
Is everyone affected?
Do the emails that are delayed have attachments?

Steps to isolate: If the client recently signed up and started using a spam filtering solution make sure emails without attachments arrive on time.  If regular emails arrive quickly but emails with attachments are delayed proceed to the next step.

Steps to resolve: Check Exchange and the clients firewall for spam filtering and virus scanning attachments.  Since Securence and other name brand spam filtering solutions scan the emails for infections along with spam, these tasks do not need to be performed in Exchange or on the firewall.

Additional considerations: It has been found that once the spam filter solution is finished scanning the email it opens a socket with the Exchange server.  Exchange is expecting the email to be transmitted within a certain amount of time.  If something like a firewall is also set to scan attachments prior to allowing the transmission Exchange will close the socket due to timeout.  Eventually the email will get sent through if enough attempts move fast enough to beat the timeout.  Better to just leave the filtering to the spam filtering service.

Firewall Down Alert – KB1039851


Description:  Alert that the customer’s Firewall is reporting down

Common customer description: I can’t connect to the servers

We have no internet

Probing questions: Did someone recently reboot the firewall device?

Was there a power outage?

Steps to isolate: Log into the firewall portal to verify that it went down

Steps to resolve:

1. Check the Networking Tab to find their Firewall device

Firewall - Network Device

2. Connect to the OM or their server and ping the firewall device

ping firewall

3. If your not able to ping the device, the firewall is down. Call the customer to see why it’s down

4. If you are able to ping the device, connect to the firewall’s web console

able to ping - firewall

Steps on Connecting the the Firewall Web Console

1. Find the firewall’s IP Address in the Networking Tab

Firewall - Network Device

2. Connect to the OM or their server and type the IP address in IE, Chrome, or Firefox

Web firewall

3. Enter the username and password for the firewall device under the Networking Tab

firewall login

4. If the device was rebooted recently, call the customer to see if they rebooted the device

Uptime for sonicwall


Additional considerations: If the customer doesn’t know why the firewall went down or why it was rebooted, say that we will monitor this issue to see if it comes down again. If it does go down again, follow the same steps above and then call the customer again, if again they don’t know, consult with a Tier 2 tech.