Accessing Troubleshooting Information - Symantec 360R - Security Gateway SGS Administration Manual

Accessing troubleshooting information

3 If you can PING a host by IP address but not by DNS name, you have a DNS
server misconfiguration or the DNS server is not reachable (try to PING the
DNS server by IP address to verify connectivity).
4 If you can successfully resolve some DNS names but not others, the most
likely problem is not your configuration. In this case you will have to work
with the authoritative Source for that DNS domain to resolve the problem.
To test WAN connectivity
1 PING the default gateway.
2 PING an Internet site by its IP address.
3 PING an Internet site by its DNS address.
Note: Some sites block PINGs on their firewalls. Make sure the site is reachable
before calling your ISP or Symantec Technical Support.
Use the following procedure to access troubleshooting information from the
Symantec Knowledge Base.
To access troubleshooting information
1 Go to www.symantec.com.
2
On the top of the home page, click support.
3 Under Product Support > enterprise, click Continue.
4 On the Support enterprise page, under Technical Support, click knowledge
base.
5 Under select a knowledge base, scroll down and click Symantec Gateway
Security 300 Series.
6 Click your specific product name and model.
7 On the knowledge base page for your appliance model, do any of the
following:
On the Hot Topics tab, click any of the items in the list to view a
■
detailed list of knowledge base articles on that topic.
On the Search tab, in the text box, type a string containing your
■
question. Use the drop-down list to determine how the search is
performed and click Search.
Troubleshooting
Accessing troubleshooting information
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