Basic Troubleshooting Tools
The ADVANCED > Troubleshooting page provides a suite of tools to help you troubleshoot network connectivity issues that might be impacting the performance of your Barracuda NextGen X-Series Firewall.
For example, you can test your X-Series Firewall’s connection to the Barracuda Networks update servers to verify that it can successfully download the latest Energize Update definitions. You can also ping or telnet to other devices from the X-Series Firewall, perform dig/NS-lookup, TCP dump, and perform a trace route from the X-Series Firewall to any another system.
Connect to Barracuda Support Servers
To let technical support engineers troubleshoot your system, you can initiate a connection between your X-Series Firewall and the Barracuda Networks Technical Support Center. On the ADVANCED > Troubleshooting page, in the Support Connection section, click Establish Connection to Barracuda Support Center. The connection to Barracuda's Support Center is established via a VPN over SSH 2.0 tunnel with RSA 2048bit key length using AES128-cbc hmac-md5 hash functions.
Rebooting the System in Recovery Mode
If your X-Series Firewall experiences a serious issue that impacts its core functionality, you can use diagnostic and recovery tools that are available from the reboot menu to return your system to an operational state. Before you use the diagnostic and recovery tools:
- Use the built-in troubleshooting tools on the ADVANCED > Troubleshooting page to help diagnose the problem.
- Perform a system restore from the last known good backup file.
- Contact Barracuda Networks Technical Support for additional troubleshooting tips.
As a last resort, you can reboot your X-Series Firewall and run a memory test or perform a complete system recovery, as described below.
To perform a system recovery or hardware test:
- Connect a monitor and keyboard directly to your X-Series Firewall.
- Reboot the system by doing one of the following:
- In the web interface: Go to the BASIC > Administration page, navigate to the System Reload/Shutdown section, and click Restart.
- At the front panel of the X-Series Firewall: Press the Power button on the front panel to turn off the system, and then press the Power button again to turn the system on.
- Use your keyboard to select a boot option, and then press the Enter key. You must select the boot option within three seconds after the splash screen appears. If you do not select an option within three seconds, the X-Series Firewall starts up in Normal mode (first option). For a description of each boot option, refer to the Reboot Options below.
The table below describes the options available at the reboot menu.
|Barracuda||Starts the X-Series Firewall in the normal (default) mode. This option is automatically selected if no other option is specified within the first three seconds of the splash screen appearing.|
Displays the Recovery Console, where you can select the following options:
Performs a thorough memory test that shows most memory-related errors within a two-hour time period. The memory test is performed outside of the operating system and can take a long time to complete. To stop the hardware test, reboot your X-Series Firewall.
Replacing a Failed System
Before you replace your X-Series Firewall, use the tools provided on the ADVANCED > Troubleshooting page to try to resolve the problem, or call Barracuda Networks Technical Support.
Barracuda Instant Replacement Service
If you purchased the Instant Replacement service and the X-Series Firewall fails, you can call Barracuda Networks Technical Support and arrange for a new unit to be shipped out within 24 hours.
After receiving the new system, ship the old X-Series Firewall back to Barracuda Networks at the address below, with an RMA number marked clearly on the package.
3175 S. Winchester Blvd
Campbell, CA 95008
attn: RMA # <your RMA number>