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How to Open a Support Tunnel

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This article refers to the following Barracuda Networks devices:

Additional Resources:

When Barracuda Networks Technical Support needs to troubleshoot and diagnose a potential issue with a Barracuda Networks appliance, the technician uses a support tunnel to remotely connect to that appliance. Go to the ADVANCED > Troubleshooting page in the web interface, and click the Establish Connection to Barracuda Networks Support Center button to create a secure troubleshooting connection from your Barracuda Networks appliance to the Barracuda Networks Technical Support servers. You should see a screen update similar to Figure 1 below.

Barracuda Networks appliances connect to the Barracuda Networks Support Server located at this address:

  • term.cuda-support.com:22 – support tunnel

When opening the support tunnel, the Barracuda Networks appliance attempts to connect directly to the Barracuda Networks Support Server term.cuda-support.com on port 22.

Open your network to allow the Barracuda Networks appliance outbound access to ALL on port 22.

You must have a valid external DNS to resolve support tunnel DNS entries.

Figure 1. Secure Troubleshooting Connection

SupportTunnel.png

Note that the Barracuda Networks appliance will attempt to connect to the hostname term.cuda-support.com. This is expected.

Test Your Network

To test the connection to the support tunnel, complete the following steps:

  1. Go to the ADVANCED > Troubleshooting page and scroll to the Network Connectivity Tests section. In the Telnet Device field, enter:
    term.cuda-support.com 22
  2. Click Begin Telnet. You should connect if the port is open.

If you cannot connect to the support tunnel, there is a block on your network that must be resolved.

Customers or networks using an SSL relay (interceptor) will be unable to open a support tunnel. Barracuda verifies the certificate in both directions and if something is intercepting that traffic the connection cannot be made.

For additional troubleshooting options, click Help on the ADVANCED > Troubleshooting page in the web interface.