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Reference / FAQ

Why am I getting a Code: -9 error?

  • Type: Knowledgebase
  • Date changed: 7 months ago
Solution # 00006821

SCOPE:

All Barracuda Networks products, all firmware versions.

ANSWER:

It may happen that your Basic > Status page Subscription Status section shows you this:
Problem - Please contact Technical Support.
(Code: -9)

This is caused by a misconfiguration in peer proxy settings. Either your Barracuda device is going through a peer proxy, but does not have this entered in its configuration, or is is misentered, OR there is no peer proxy, but there are entries in the peer proxy configuration.

NOTE: more often than not, their is a Web filter / Firewall / IDS that is inhibiting this..

A simple test from the backend by support can be done such as a GET to a usually blocked site such as playboy.com


if you see results like
Access to the web page you were trying to visit has been blocked 
Page denied

etc... then this suggests something that is blocking these 

This can be corrected from console on most Barracuda devices, and from GUI on some of them.
From the console:
1. Log into the console.
2. Arrow down to TCP/IP configuration.
3. Find the entries for Proxy Server Configuration (Optional). These should be:
a. Server Name/IP
b. TCP Port
c. Username
d. Password
4. If you are using a peer proxy, make sure these entries are correct.
If you are not using a peer proxy, make sure these entries are blank.
From the Web UI:
1. Log into the GUI.
2. Message Archiver, Load Balancer, Web Application Firewall and Spam & Virus Firewall: Navigate to Basic > IP Configuration.
Web Filter: If you are not on site with the device, please contact Support, OR
Log into the WebUI and:
a. go to expert variables
b. Proxy Server Configuration (optional)
c. Make sure there is no configuration information like server name/IP, TCP port, username and/or password.
d. If you find any information (configured unknowingly) remove these.
e. save changes.
3. Find the entries for Proxy Server Configuration (Optional). These should be:
a. Server Name/IP
b. TCP Port
c. Username
d. Password
4. If you are using a peer proxy, make sure these entries are correct.
If you are not using a peer proxy, make sure these entries are blank.
WEB FILTER: If you don't have another proxy you are going out through, make sure these entries are blank.
DO NOT put information about the Barracuda Web Filter in these fields; that is not what they are for.

LASTLY!
Recently, on newer firmware there is no spyware tool to use or download, this would show up on port 80 login or proxy use, so the customer can potentially login without using port 8000 as required, in this instance they will see error code -9 and cannot update the box for EU or Firmware and will see errors on those pages. be sure to log into the GUI using the appropriate login http://IP:8000/ for proper access and use of the WSG.

Be sure you are connected to the internet to reach the support servers for updates and a timely login response.


ADDITIONAL NOTES:
See solution 961 for a description of other error codes. If you have any questions, please contact Barracuda Technical Support <Link>

Link to this page:
https://campus.barracuda.com/solution/5016000000142GaAAI