Tag Archives: Firewall

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.

Windows Network Discovery won’t stay on KB1039350


Description:  Windows Network Discovery won’t stay on

Common customer description:

“Cannot view computers on the network even after we try turning on Network Discovery.”

Probing questions:

When did this start happening?
Is it just you or everyone?
Any changes made lately?
Any odd pop-ups or “weird” activity on the computer that isn’t there normally?

Steps to isolate:

Remotely connect to computer.
Check the Windows Firewall Advanced settings inbound and outbound port settings.  Are they all listed?

Steps to resolve:

If the customers computer has been or is infected the infection very well could have removed much needed default firewall port settings.  Under the “Group” heading you should have “Network Discovery” among several others.  If it is missing it needs to be repaired.  Click on Restore Default Policy.


If you receive an Error 3 or Error 5 you will need to run ServicesRepair.exe from ESET.  This tool restores the default settings and replaces the missing port rules.  After it has finished it will ask to reboot the computer.  After the reboot everything should now be back in working order.  Test by turning on “Network Discovery” and also check Windows Firewall Advanced Settings to see if the rules have returned.  If all is as it should be you are finished.  If still not working consult a Tier 2.

Additional considerations: