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Barracuda Support Services

How to Open a Support Tunnel

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When Barracuda Technical Support needs to troubleshoot and diagnose a potential issue with a Barracuda 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 Support Center button to create a secure troubleshooting connection from your Barracuda appliance to the Barracuda Networks Technical Support servers. You should see a screen update similar to Figure 1 below.

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

  • – support tunnel

When opening the support tunnel, the Barracuda appliance attempts to connect directly to the Barracuda Support Server on port 22.

Open your network to allow the Barracuda 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


Note that the Barracuda appliance will attempt to connect to the hostname 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: 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.

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