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Troubleshooting Tips

General

  1. Where do I find the log files to send to Firewall Analyzer Support?

    The log files are located in the <FirewallAnalyzer_Home> / server / default / log directory. Typically when you run into a problem, you will be asked to send the serverout.txt file from this directory to Firewall Analyzer Support.

  2. Internet Explorer says "Error opening this document. File cannot be found" when I try to open an exported PDF report

    Internet Explorer throws this error when you try to open an exported PDF report in the web browser itself. This is a known issue, and we are working on resolving it. For now, save the report to your local machine, and open it using the regular PDF software that you use (Adobe Acrobat Reader or xpdf)

  3. I am having a Cisco PIX, but I only see Traffic IN and not Traffic OUT or vice-versa?
    • You need to configure your Intranets in order to separate inbound and outbound traffic. The Inbound Outbound Traffic report will show the traffic details about inbound traffic ( traffic coming into LAN ) and outbound traffic ( traffic going out of LAN ) of the firewall.When configured, the Inbound Outbound Traffic Reports shows you which hosts and what protocol groups have been contributing the most traffic on either side of the firewall. Please follow the instructions available for Setting Up Intranets.
    • Typical firewall logs are in the following format: 16.1.1.1 www.yahoo.com 10 bytes 1MB (i.e. Source-IP Destination-IP Bytes-Sent Bytes-Received). But Cisco PIX does not provide a split-up of bytes-sent and bytes-received, but just provides a cumulative BYTES info. In most of the cases / protocols, RECEIVED will be more than SENT with respect to the source who originated the transaction. So we assume BYTES in Cisco PIX as RECEIVED. And in the case of FTP, Cisco PIX provides another log to identify the direction of the traffic. In that case, based on FTP put / get, we will determine whether the traffic is SENT or RECEIVED.
  4. I find that Firewall Analyzer keeps crashing or all of a sudden stops collecting logs. What could be the reason?

    Probable cause: Firewall Analyzer installation directory 'ManageEngine' is accessed by other applications. It is possibile that the inbuilt MySql database of Firewall Analyzer could get corrupted if other processes are accessing these directories.
    Solution: Kindly exclude the 'ManageEngine' directory (prior to version 6.0 it was C:\AdventNet or D:\ AdventNet) from both the Backup process and Anti-Virus Scans.

  5. How to increase the time limit of web client time out?

    To increase the time limit of web client time out, follow the steps given below:

    • Shutdown /stop the Firewall Analyzer application
    • Rename /remove the C: \ManageEngine \Firewall \server \default \log directory into log_old directory.
    • Change the "session-timeout" value (default value is 30 minutes) as per your requirement (say 60 minutes), in the two files given below and save the files,
      C: \ManageEngine \Firewall \server \default \conf \web.xml
      C: \ManageEngine \Firewall \server \default \deploy \jbossweb-tomcat50.sar \conf \web.xml
    • Restart the Firewall Analyzer Server.

    The above changes will affect all the web clients connected to the FWA server.

    Alternatively, you can install the "Auto IE Refresher" in your machine for IE browser and monitor the pages from your machine.

    Reference pages:
    http:/www.softpedia.com/get/Internet/Other-Internet-Related/Auto-IE-Refresher.shtml
    http://www.download.com/AutoRefresher-for-IE/3000-12512_4-10293579.html

Installation

  1. Firewall Analyzer displays "Enter a proper Manageengine license file" during installation

    This message could be shown in two cases:

    Case 1: Your system date is set to a future or past date. In this case, uninstall Firewall Analyzer, reset the system date to the current date and time, and re-install Firewall Analyzer.
    Case 2: You may have provided an incorrect or corrupted license file. Verify that you have applied the license file obtained from ZOHO Corp.

    If neither is the reason, or you are still getting this error, contact licensing@manageengine.com

  2. When I try to access the web client, another web server comes up. How is this possible?

    The web server port you have selected during installation is possibly being used by another application. Configure that application to use another port, or change the Firewall Analyzer web server port.

    MySQL-related errors on Windows machines

    Probable cause: An instance of MySQL is already running on this machine.
    Solution: Shut down all instances of MySQL and then start the Firewall Analyzer server.

    Probable cause: Port 33336 is not free
    Solution: Kill the other application running on port 33336. If you cannot free this port, then change the MySQL port used in Firewall Analyzer.

    Firewall Analyzer displays "Port 8500 needed by Firewall Analyzer is being used by another application. Please free the port and restart Firewall Analyzer" when trying to start the server

    Probable cause: The default web server port used by Firewall Analyzer is not free.
    Solution: Kill the other application running on port 8500. If you cannot free this port, then change the web server port used in Firewall Analyzer.

Startup and Shut Down

  1. MySQL-related errors on Windows machines

    Probable cause: An instance of MySQL is already running on this machine.
    Solution: Shut down all instances of MySQL and then start the Firewall Analyzer server.

    Probable cause: Port 33336 is not free
    Solution: Kill the other application running on port 33336. If you cannot free this port, then change the MySQL port used in Firewall Analyzer.

  2. Firewall Analyzer displays "Port 8500 needed by Firewall Analyzer is being used by another application. Please free the port and restart Firewall Analyzer" when trying to start the server

    Probable cause: The default web server port used by Firewall Analyzer is not free.
    Solution: Kill the other application running on port 8500. If you cannot free this port, then change the web server port used in Firewall Analyzer.

Reporting

  1. Why am I seeing empty graphs?

    Probable cause:Graphs are empty either because there is no traffic passing through the firewall or if the firewall traffic is not sufficient enough to populate the reports table of Firewall Analyzer.
    Solution: If you are starting Firewall Analyzer for the first time or if you are shutting down and restarting Firewall Analyzer, it will wait for the reports table to be populated with 5000 log records for the first time. From the next time onwards, Firewall Analyzer will populate reports table once in 7 minutes or once it receives the next 5000 records, whichever is earlier. You can check for the number of records received in " Packet Count " icon shown in top right corner in client UI. This will list out the details like the number of logs received and also the last received log time. It is better to run the server continuously and check whether 5000 records are collected. Do not stop and restart the server in-between!

    Moreover, for viewing the already collected log records in the reports, kindly do the following:

    1. Login into Firewall Analyzer client UI. You will be seeing the Dashboard page.
    2. Replace the URL shown in your browser with the following URL.
      http: // localhost:8500/fw/genreport.do
    3. Wait for sometime. Once the reports are generated an empty page will be shown.
    4. Now remove genreport.do from the URL and just type http://localhost:8500/fw alone.
    5. Now you will be able to see the report data.
  2. I can't see the Live Reports for my SonicWALL firewall

    You cannot see Live Reports for SonicWALL firewalls because the time duration attribute is not supported in the SonicWALL log files.

  3. Why are some traffic values shown as 0.0 MB or 0.0%?

    Since Firewall Analyzer processes log files as and when they are received, traffic values of 0.0MB or 0.0% may be displayed initially when the amount of traffic is less than 10KB. In such a case, wait until more data is received to populate the report tables.

  4. Why do I see zero results for kilobytes transferred in the reports for Check Point firewall?

    This could be happening because bandwidth information is not being captured in the log file. Ensure that your Check Point firewall has been configured to generate both regular and accounting log files. While regular log files contain information regarding firewall activity, the accounting log file contains the bandwidth and session information.

  5. Why do the Intranet Reports show zero results?

    Verify if intranets have been configured correctly. If you have specified IP addresses that are not actually behind the firewall, you will get zero values in the reports.

  6. Why don't Trend Reports take time values or top-n values into account?

    Trend reports show historical data for the corresponding traffic statistics shown in the report. Hence time changes from the Global Calendar, or top-n value changes from the Show bar on the report, do not affect these reports.

  7. My firewall is sending WELF logs, but the reports do not show any URL information?

    Firewall Analyzer checks for the entry "arg=your URL" in the firewall logs to populate and show URL in report data. If this entry is not present in the firewall logs then the reports wouldn't be showing any URL information.

Customer Speaks
 
"The implementation was so easy and the Firewall Analyzer immediately started showing me how much inbound and outbound traffic was passing through our firewalls.I now use Firewall Analyzer daily !"
-Phil Avella,
Manager,Information Systems,
Thunder Bay District Health Unit
 
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