This article refers to the following Barracuda devices:
- Barracuda Firewall
- Barracuda Link Balancer
- Barracuda Load Balancer ADC
- Barracuda Message Archiver
- Barracuda Email Security Gateway
- Barracuda Web Application Firewall
- Barracuda Web Security Gateway
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:
- term.cuda-support.com:22 – support tunnel
When opening the support tunnel, the Barracuda appliance attempts to connect directly to the Barracuda Support Server term.cuda-support.com on port 22.
Open your network to allow the Barracuda appliance outbound access to ALL on port 22.
Figure 1. Secure Troubleshooting Connection
Test Your Network
To test the connection to the support tunnel, complete the following steps:
- Go to the ADVANCED > Troubleshooting page and scroll to the Network Connectivity Tests section. In the Telnet Device field, enter:
- 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.
For additional troubleshooting options, click Help on the ADVANCED > Troubleshooting page in the web interface.