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  1. #1
    Untangler
    Join Date
    Nov 2017
    Posts
    34

    Default Command center thinks my U50XW is offline but it is not.

    I have a U50XW running
    Build: 16.2.2.20210223T082805.9e9db41866-1buster with
    Kernel: 4.19.0-11-untangle-amd64.

    I can login into it all day day long locally on my LAN. I have a current subscription: A-S000xxxxx for NG Firewall HomePro and it is marked as Active and assigned to my U50XW 8ba7-xxxxxxxxx-xxxx.

    However since March untangle only sees my unit as offline.

    This is what I see for my appliance via the command center:
    PastedGraphic-1-edit-50.png

    HELP!
    Last edited by CMcNaughton; 04-22-2021 at 09:47 AM. Reason: obscuring his Sub ID# (CMc)

  2. #2
    Untanglit sheck's Avatar
    Join Date
    May 2020
    Posts
    26

    Default

    Are you seeing any notifications on the device itself for DNS errors or that it is unable to connect to CMD?

    If yes and you're using something like ISP DNS servers, trying changing the DNS on your external interface to google (8.8.8.8, 8.8.4.4), the public servers like google, cloudflare, opendns seem to have better luck with connecting to us than ISP DNS does.

    Side note, you probably want to remove that picture, you're showing private information like IP address and parts of the UID
    Last edited by sheck; 04-22-2021 at 10:30 AM.

  3. #3
    Untangler
    Join Date
    Nov 2017
    Posts
    34

    Default

    Sorry just saw this thread, I didn't get the notification that someone responded. I did have OpenDNS as my "upstream" I have changed that to be google now. But still no joy.

    I go to "Config / Troubleshooting / Connectivity test" and this is the result:
    --------------------------------------------------------
    Wed Apr 28 2021 17:19:44 GMT-0400 (Eastern Daylight Time) - Test Started
    Testing DNS ... OK
    Testing TCP Connectivity ... FAILED
    Test Failure!
    Wed Apr 28 2021 17:19:55 GMT-0400 (Eastern Daylight Time) - Test Completed
    --------------------------------------------------------


    I have also looked to see if I can remove the graphic and so far I haven't seen that option.

  4. #4
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,511

    Default

    From http://wiki.untangle.com/index.php/Troubleshooting

    This means there is something blocking http://updates.untangle.com upstream.
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  5. #5
    Untangler
    Join Date
    Nov 2017
    Posts
    34

    Default

    Well ok so I just did a trace route via the untangle GUI to IP : 52.39.250.125

    and it looks like it left my upstream:

    Thu May 06 2021 11:39:40 GMT-0400 (Eastern Daylight Time) - Test Started
    traceroute to 52.39.250.125 (52.39.250.125), 30 hops max, 60 byte packets
    1 192.168.254.254 (192.168.254.254) 0.593 ms 0.784 ms 1.002 ms
    2 72.4.12.3 (72.4.12.3) 5.547 ms 6.186 ms 6.398 ms
    3 40.136.115.206 (40.136.115.206) 6.215 ms 6.400 ms 6.454 ms
    4 40.138.82.114 (40.138.82.114) 6.542 ms 6.449 ms 6.540 ms
    5 40.136.116.82 (40.136.116.82) 14.318 ms 13.983 ms 13.992 ms
    6 40.138.80.65 (40.138.80.65) 54.507 ms 53.305 ms 54.107 ms
    7 * * *
    8 * * *
    9 * * *
    10 * * *
    11 * * *
    12 * * *
    13 * * *
    14 * * *
    15 * * *
    16 * * *
    17 * * *
    18 * * *
    19 * * *
    20 * * *
    21 * * *
    22 * * *
    23 * * *
    24 * * *
    25 * * *
    26 * * *
    27 * * *
    28 * * *
    29 * * *
    30 * * *
    Test Successful
    Thu May 06 2021 11:40:06 GMT-0400 (Eastern Daylight Time) - Test Completed

    --------------------------------------------------------
    Last edited by bs20707; 05-06-2021 at 09:07 AM.

  6. #6
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,511

    Default

    Traceroute is not useful. wget to http://updates.untangle.com
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  7. #7
    Untangler
    Join Date
    Nov 2017
    Posts
    34

    Default

    How should the /etc/resolv.conf file be configured? It almost looks like DNS is just whacked here:

    [root @ u50xw] ~ # wget updates.untangle.com
    --2021-05-06 15:25:13-- http://updates.untangle.com/
    Resolving updates.untangle.com (updates.untangle.com)... failed: Temporary failure in name resolution.
    wget: unable to resolve host address ‘updates.untangle.com’
    [root @ u50xw] ~ # dig updates.untangle.com

    ; <<>> DiG 9.11.5-P4-5.1+deb10u2-Debian <<>> updates.untangle.com
    ;; global options: +cmd
    ;; Got answer:
    ;; ->>HEADER<<- opcode: QUERY, status: REFUSED, id: 51102
    ;; flags: qr rd ra ad; QUERY: 1, ANSWER: 0, AUTHORITY: 0, ADDITIONAL: 1

    ;; OPT PSEUDOSECTION:
    ; EDNS: version: 0, flags:; udp: 4096
    ;; QUESTION SECTION:
    ;updates.untangle.com. IN A

    ;; Query time: 0 msec
    ;; SERVER: 127.0.0.1#53(127.0.0.1)
    ;; WHEN: Thu May 06 15:25:37 EST 2021
    ;; MSG SIZE rcvd: 49

    this is what i see on my iMac:
    $ nslookup updates.untangle.com
    Server: 192.168.254.254
    Address: 192.168.254.254#53

    Non-authoritative answer:
    Name: updates.untangle.com
    Address: 52.39.250.125

    $

  8. #8
    Untangler
    Join Date
    Nov 2017
    Posts
    34

    Default

    BTW mine is set as:

    [root @ u50xw] ~ # cat /etc/resolv.conf
    ## Auto Generated
    ## DO NOT EDIT. Changes will be overwritten.

    nameserver 127.0.0.1
    search home

    [root @ u50xw] ~ #

  9. #9
    Untangler jcoffin's Avatar
    Join Date
    Aug 2008
    Location
    Sunnyvale, CA
    Posts
    9,511

    Default

    What is on the GUI for the WAN? I would stay of the CLI. NGFW uses dnsmasq so the resolv.conf is pointing it's daemon.
    Last edited by jcoffin; 05-06-2021 at 02:04 PM.
    Attention: Support and help on the Untangle Forums is provided by
    volunteers and community members like yourself.
    If you need Untangle support please call or email support@untangle.com

  10. #10
    Untangler
    Join Date
    Nov 2017
    Posts
    34

    Default

    This is the WAN settingScreen Shot 2021-05-06 at 5.49.23 PM.png

    .65 is the untangle:

    [root @ u50xw] ~ # ifconfig -a
    br.eth0: flags=4163<UP,BROADCAST,RUNNING,MULTICAST> mtu 1500
    inet 192.168.254.65 netmask 255.255.255.0 broadcast 192.168.254.255
    ether 40:62:31:01:25:1f txqueuelen 1000 (Ethernet)
    RX packets 25557 bytes 2589821 (2.4 MiB)
    RX errors 0 dropped 0 overruns 0 frame 0
    TX packets 528195 bytes 108015886 (103.0 MiB)
    TX errors 0 dropped 0 overruns 0 carrier 0 collisions 0

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