Sonic Wall Three weeks of internet communications and I am still no closer to getting help than when I started , Internet
After spending a boat load of money on a Sonic Wall SNWL CSM2200 device and then being charged additional for 60 licences and even more mony to get support it has our business almost shut down. I have spent the better part of a month tring to get support and help to fix a minor problem accessing a Ford Dealer web site called fmcdealer.com.
I have asked the to remote into our system to help but have had no such help.
Below is a copy of the support dialog that has transpired with still no relief.
What a ripoff Sonic Wall Is
Created By: Mark Xxxxxxx (6/14/2010 12:17 PM) Application filtering is not enabled
Created By: Michael Hopper (6/14/2010 8:58 AM) Do you use Application Filtering on the SonicWALL? Have you tried to disable this feature if it is in use?
Created By: Mark Xxxxxxx (6/10/2010 11:18 AM) No change
Created By: Michael Hopper (6/9/2010 4:25 PM) Does this domain name change or directory change you login and go to download page?
Created By: Mark Xxxxxxx (6/9/2010 4:21 PM) I added both IP's to the cfs list and so far it seems to have allowed access to the email site. No cange to the fmcdealer.com site. Still can not get second oasis from the ford site. (136.1.241.11)
Created By: Michael Hopper (6/9/2010 3:39 PM) I see you have added these 2 IP's to your allowed domains list. At this time please add them to your CFS Exclusion list. The same place that you define exclusion for Internal addresses: CFA IP Address Exclusion List Range 0: 1x.1x.3x.41-1x.1x.3x.41 Range 1: 1x.1x.3x.43-1x.1x.3x.43 Range 2: 1x.1x.3x.51-1x.1x.3x.51 Range 3: 1x.1x.3x.57-1x.1x.3x.57 Add the 2 public addresses 136.1.241.11 and 216.119.106.164. Test again and let me know your results.
Created By: Mark Xxxxxxx (6/9/2010 8:50 AM) Attached is the diag report you asked for.
Created By: Michael Hopper (6/8/2010 4:05 PM) Please provide Tech Support Report from CSM. You can get CSM from System>Diagnostics. Choose Tech Support Report from drop down menu.
Created By: Mark Xxxxxxx (6/8/2010 7:38 AM) 216.119.106.164 was the first excluded entry I put in with no change
Created By: Mark Xxxxxxx (6/8/2010 7:35 AM) I am able to get to all other areas of fmcdealer. I have spent many hours with Ford tech support and they will not support any further assistance. They insist that since I am able to get the information download when not on our domain or off site that the problem is not on their side. I have also tried allowing users admin rights in the domain server, which also did not work. If possible can you remote in to our system to try and correct this as well as see how this process works?
Created By: Michael Hopper (6/7/2010 4:30 PM) Add 216.119.106.164 to your exclusion list. Are you able to get to the fmcdealer.com downloads?
Created By: Mark Xxxxxxx (6/7/2010 1:53 PM) i added 136.1.241.11 to excluded and still get the following block: This site has been blocked by Sunset fords SonicWALL. Please contact your network administrator Mark Xxxxxxx if you want access to this site. URL: http://mail.sunxxxx.com/login.aspx Reason for restriction: Forbidden Category "Sex Education" Click here to bookmark URL
Created By: Mark Xxxxxxx (6/7/2010 1:48 PM) No. I have it listed as a trusted site and have the ip address in the excluded list. I can access this site by going to maila9.webcontrolcenter.com but get a blocked message when I go to mail.sunxxxx.com. The block does not appear till we try and log on to the site. In other words we can get to the log on screen but get blockes as soon as you try to log on
Created By: Michael Hopper (6/7/2010 1:21 PM) Issue 1) Looking up sunxxxx.com through our CFS rating site shows this site rated as: The URL sunxxxx.com is currently rated as: Category 64: Unrated So we do not see this as being rated as sex ed. Do you have this defined in a policy somewhere? Issue 2) Try adding 136.1.241.11 to your CFS exclusion list. test again and let me know your results.
Created By: Mark Kxxxxxx(6/7/2010 12:51 PM) I have 2 issues. 1- Our mail service-mail@sunxxxx.com- is being blocked as sexual education. 2- The program oasis- at fmcdealer.com will not allow information download. I am l a ford dealer and experience dificulty with FMCDealer. I had to upgrade to IE8.0 and reset security for internet and trusted sites to allow cross domain access. This allowed oasis to run on most systems . I still have a problem though when we try to retrieve oasis using Symptom/DTC Codes. I get no block notice just times out looking for page. I have added all ford urls to exclude list and still can not get past this problem even when I exclude the system IP. If I clear all cookies and saved files we are able to retrieve only one. When trying a second or third run into the same problem. I have also set the advanced privacy settings to always allow session cookies and turned of pop up blocker. Disconecting the sonic wall is the only way to eliminate this problem that I have found.
Created By: Michael Hopper (6/7/2010 11:05 AM) Please provide comment to my last update. Created By: Michael Hopper (6/4/2010 11:19 AM) Can you tell what program is being blocked? Can you also provide Tech Support Report. You can get TSR from System>Diagnostics from drop down menu select Tech Support Report. Please attach to case for review.