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Barracuda Web Security Gateway

Using the Troubleshooting tools in the UI to help diagnose traffic concerns, open the GUI and open a support tunnel.

  • Type: Knowledgebase
  • Date changed: 2 years ago
Solution #00006994 

All Barracuda Web Filters, all firmware versions.


The Support tunnel initialization, The first option on the troubleshooting page, without traversing from the login to the status page first, use your normal URL for UI access then modify it to look similar to this after the :8000/cgi-mod/ you need to change it to show this link to hit the IP config page instead of the status page...

Now login and this will go to the tools page directly.

Support Connection: Click establish connection button to allow a technician to troubleshoot and diagnose a potential issue, this will create a secure SSH troubleshooting connection from your Barracuda Web Filter to the Barracuda Networks Technical Support servers. A pop up window will appear that displays the following information:

A Button to terminate connection, closing the window will not close the tunnel.

Access token and serial number required by the support technician in order to access your Barracuda Web Filter

Status of the connection: A pop up window will show keep Alive requests continually, Once the connection is terminated all existing connections with the support servers are immediately closed and all new connection attempts will be rejected, until the connection is re?established from the Barracuda Web Filter via the UI or the console direct login method.


Network Connectivity Tests

This section provides a suite of tools to help diagnose potential network problems on the Barracuda Web Filter. The following is a list of tools and their functions:

Ping Device ? Interface to the ping command on the Barracuda Web Filter. Enter the IP address or hostname to ping and click the button to start the test. This should verify basic node check being found on network.

Telnet Device ? Interface to the telnet command on the Barracuda Web Filter. It can be used to verify connectivity and initial response from the remote server. Enter the IP address or hostname to telnet to and click the button to start the test. Note: This session is non?interactive.

Dig/NS?lookup Device ? Interface to the dig command on the Barracuda Web Filter. Dig is an advanced nslookup command. It can be used to look up any type of DNS record. Enter the IP address or hostname to dig and click the button to start the test. Note: The Dig test can also be used to query for any MX records. Example: "mx" to retrieve the MX record for output should show where the lookup came from and if a good reply came back.

TCP Dump ? Interface to the tcpdump command on the Barracuda Web Filter. It can be used to monitor network traffic packets. Enter any information to use for monitoring the traffic and click the button to start the test. Wait to cancel the capture and see if the popup window populates with data, or verify command and syntax allowed via the UI method. advanced verification of traffic concerns. The alternative to this, is to install Wireshark or a comparable 3rd party app to capture or sniff traffic, to then overview for errors and a cause of the concerns experienced.

Traceroute Device ? Interface to the traceroute command on the Barracuda Web Filter. It is used to determine the network traffic route to navigate to its destination. Enter any information to use for the command and click the button to start the test. this should verify a good path to host. Path may die at a certain IP. Not all devices will always report back their IP for a hop in the path.

Policy Rule Check

Use this section to test block/allow policies you create on the BLOCK/ACCEPT pages for any or all of the following (each field is optional):

URL or domain

Originating IP address

Time (i.e. a hypothetical time of day that a policy should apply, such as during lunch hour, for example)

MIME Type - For example:



application/octet-stream (for executable files)

See the BLOCK/ACCEPT > MIME Types page for more examples.

You can optionally select the Realm/Username for LDAP, Local or other authentication group to which the policy should apply. Click Check to test the policy. You may receive multiple results; if so, note that rules and exceptions to rules are listed in order of precedence. This means that the top entry in the Test Results reflects the action that will be taken.

Make sure your block/allow rules and your exceptions agree. See Policy Rule Checking in the Barracuda TechLibrary for an example:

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