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
andHardware 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:
-
The public IP address of the server this issue affects.
-
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
, ornmap
andnetcat
. -
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.