Gathering data DURING a network-related outage for IPsec

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Article ID: 171342

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Updated On:

Products

Web Security Service - WSS

Issue/Introduction

You are currently experiencing a network-related outage, and need to gather information to provide to Symantec.

Note: If you need to submit this information after the outage has ended, see Gathering data AFTER a network-related outage for IPsec.

Resolution

During a network-related outage, Symantec requests the following information, which provides helpful insight, diagnostics, and other essential data.

Requested information during an outage

  1. The affected location's Egress IP address(es).
  2. The specific data-pod and data-center the affected location was connected to (using http://pod.threatpulse.com)
  3. The time that the outage began.
  4. How did you determine this issue is occurring?
  5. Is HTTP traffic being affected differently than HTTPS?
  6. The state of the IPsec Tunnel(s)?
    • Gather output from Firewall/Router with the following commands:
      • Show run 
      • Show crypto isakmp sa
      • Show crypto ipsec sa
  7. The Phase 1 and Phase 2 timeout settings (for IPsec tunnels)
  8. How does the device determine failover (DPD, IP-SLA, etc.)?
  9. Gather firewall and router logs, starting one hour before the outage, to the current time
  10. Capture a HAR file TECH248780

Note: Not all outages and network-related issues are Symantec related. By analyzing the requested information, Symantec can help determine the reason for the outage. In some cases, additional information may be necessary.