This article applies to:

• Security Reporting Center 2.1
• Firewall Suite 3.X

Question:

Symptoms:

• Can't register SurfControl serial number.
• Can't download SurfControl database.

Procedure:

Troubleshooting steps for problems registering or updating the SurfControl database in the Firewall Suite:

1. If you are receiving a 407 or 401 error, these are proxy errors. These errors relate to authentication, and are not coming from SurfWatch, since absolutely no authentication is required to access Surfwatch's update servers. Either you have a proxy server enabled that is requiring authentication or the wrong proxy or login information is being used. It would be ideal if an exception could be configured for the machine on which the Firewall Suite or SRC is running, so that no authentication is required when brawsing to http://www.surfcontrol.com/.
   

2. If you are receiving a 600 level error code then there is a problem with the SurfControl download site.  These issues are rare and usually take a couple of hours to resolve.  Please try again later.

3. Caching proxy servers at either the local, corporate, or ISP level can cause problems with updating filters. This is because the request never makes it to the update server. The caching proxy should be configured so that it does not cache any traffic to ftp.surfwatch.com (192.132.210.33) on port 80 (http).

4. If you have a firewall, you may need an updated rule within the firewall that allows traffic to flow freely between the machine running WebTrends and the SurfWatch update server, ftp.surfwatch.com (192.132.210.33) on port 80 (or all ports).

5. If you are using a proxy server and have "Packet Filtering" enabled, you must disable it.

Notes:

Please contact your system administrator or documentation if you need more information on how to do any of the above steps outlined.

This article was previously published as:

NETIQKB1329