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Getting help and support for Hardware Firewall

Getting help and support for Hardware Firewall

If you experience an issue or have questions when you use Hardware Firewall, you can use the following resources before you open a support case.

  • Ask a question in the AI assistant from the console or the IBM Cloud CLI.
  • Review the FAQs.
  • Review known limitations.
  • Check the status of the IBM Cloud platform and resources by going to the Status page.
  • Review Stack Overflow to see whether other users experienced the same problem. When you ask a question, tag the question with ibm-cloud and hardware-firewall, so that it's seen by the IBM Cloud development teams.

If you still can't resolve the problem, you can open a support case. For more information, see Creating support cases. And, if you're looking to provide feedback, see Submitting feedback.

Providing support case details for Virtual Router Appliance

To ensure a timely resolution to your issue, include the following information in your support case for issues with your Hardware Firewall:

  1. The public IP address of the server this issue affects.

  2. To track down where an issue is happening across a network connection, we generally request the source IP address, destination IP address, the destination port and protocol, and the relevant output from network tools such as ping, traceroute, mtr, or nmap and netcat.

  3. Hardware Firewalls can affect traffic on the same VLAN as other servers that do not have a Hardware Firewall applied. As a result, indicate whether the affected server has a Hardware Firewall that is applied, or if it is only on the same VLAN as another server with a Hardware Firewall applied.