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Technical Support

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Barracuda Networks Technical Support Security and Privacy

See the Barracuda Website to view Barracuda Networks Technical Support Security and Privacy.

Support Tunnel

When Barracuda Technical Support needs to troubleshoot a Barracuda Backup device, the technician uses a support tunnel to remotely connect to that device.

The Barracuda device attempts a connection to the Barracuda Networks support server in the following order:

  • term.cuda-support.com 22 – support tunnel
  • support01.barracudanetworks.com 8788 – proxy to the support server

When opening the support tunnel, the Barracuda device attempts to connect directly to the Barracuda Support Server term.cuda-support.com on port 22. If the connection fails, the device attempts to open the support tunnel using a proxy on port 8788 to the old hostname support01.barracudanetworks.com.

The connection to port 8788 is to the Barracuda proxy server which redirects the traffic to the Barracuda support server on port 22. This proxy server is on the Barracuda Networks IP range of 64.235.144.0/20

Either open your network to allow the Barracuda device outbound access to ALL on port 22 or only open port 8788 outbound to Barracuda's existing range 64.235.144.0/20, which is where the proxy servers are located.

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

Open a Support Tunnel through the Web Interface

Use the following steps to open a support tunnel through the Barracuda Backup web interface:

  1. Log in to https://login.barracuda.com/, and select the appliance in the left pane.
  2. Go to System > Troubleshooting page, and click the toggle to Open a support tunnel.
  3. Click Open.
  4. Once troubleshooting is complete, click the toggle to Close and disable the support tunnel.
Open a Support Tunnel Using the Console

You can use the console screen to open a support tunnel.

To access and interact with the console screen, you need a VGA Monitor and USB or PS/2 keyboard.

Use the following steps to open a support tunnel using the console:

  1. Connect the VGA monitor and keyboard to the Barracuda Backup appliance.
  2. Use the keyboard arrows to highlight Troubleshooting, and press either Enter or the right arrow key on your keyboard to move the cursor to the Troubleshooting menu:
    01console.png
  3. Use the arrow keys on your keyboard to move the cursor to Enable Tunnel in the Remote Support section:
    02console.png 
  4. Press Enter to open a support tunnel. Verify the support tunnel is open:
    03console.png
  5. Once troubleshooting is complete, repeat steps 1-4 to Disable the support tunnel.
Open a Support Tunnel from Local Interface

Use the following steps to log in to the local interface and open a support tunnel for remote diagnostics and technical support services over TCP port 22 outbound:

  1. In a browser window, enter the Barracuda Backup appliance IP address.
  2. Log in using your Barracuda Cloud Control credentials.
  3. Go to the System > Device Information page, and in the Server Actions section, click Open Support Tunnel:
    server_action01.png 
  4. The button changes to Close Support Tunnel, and a message displays indicating that the tunnel is open.
  5. Once troubleshooting is complete, click Close Support Tunnel.

 

 

 

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