mirror of
https://github.com/opnsense/docs.git
synced 2026-04-15 21:49:34 -04:00
110 lines
5.4 KiB
ReStructuredText
110 lines
5.4 KiB
ReStructuredText
====================================
|
|
Support
|
|
====================================
|
|
|
|
Firewalls can be complex devices, in which case it helps to have some pointers when running into
|
|
issues. When official hardware is used, a free year of OPNsense Business Edition is offered with the product.
|
|
|
|
In case a problem emerges, we need to establish if this is related to either hardware or software. Over the years
|
|
we have seen quite some different challenges people run into, which we would like to highlight in this chapter, including
|
|
feedback our engineers need to assess if an issue is hardware related. To assist with installation and/or configuration
|
|
challenges, we can always offer support when subscribed to our business support service.
|
|
|
|
|
|
.. Tip::
|
|
|
|
Always make sure to backup your configuration before doing any debugging.
|
|
|
|
.. Note::
|
|
|
|
To start an RMA procedure, always contact our sales team (sales at opnsense dot com) first, make sure to let us know which device serial number it relates to.
|
|
|
|
.. Note::
|
|
|
|
When redacting output for security reasons, always make sure networks are replaced with similar numbers (specifically using the same subnets),
|
|
for example when using :code:`192.168.1.1/24` on the firewall and not wanting to share that information, just replace it with
|
|
something like :code:`x1.x1.x1.1/24` so we know there is a :code:`/24` network for which we use the `.1` address.
|
|
|
|
|
|
When sharing information with our team, you often need to collect some data from the machine, you can either arrange that via
|
|
`serial connectivity <serial_connectivity.html>`__ or a `secure shell <../manual/settingsmenu.html#secure-shell>`__.
|
|
|
|
|
|
Network connectivity issues
|
|
------------------------------------------
|
|
|
|
When there's no or limited network connectivity, we need to establish if there is a physical connectivity issue first.
|
|
Always make sure to use well shielded network cables and check connectivity on the same switch port using a laptop or other
|
|
device to rule out issues with the other end of the connection.
|
|
|
|
Knowing both cable and switch (or modem) connectivity is fine, we can start investigating if the issue is caused by a specific
|
|
port or if its a more generic issue. We can use :menuselection:`Interfaces --> Assignments` to switch ports around, so for example if :code:`igc0`
|
|
is having issues, try to move the function to another port and see if the issue persists after a clean reboot.
|
|
|
|
If the issue seems to be isolated to a single (specific) port, when contacting our office, please share the status of the lights
|
|
for both working and non working ports and via a console collect the output of the following commands after a clean reboot:
|
|
|
|
.. code-block:: sh
|
|
|
|
dmesg
|
|
ifconfig -m -v
|
|
ifinfo
|
|
|
|
In cases where the issue seems to persist when chosing another port, the easiest option to rule out hardware issues is to
|
|
reinstall the device and retest with our default settings.
|
|
|
|
|
|
Boot issues / drive issues
|
|
------------------------------------------
|
|
|
|
In order to debug, we need to establish console connectivity first using the (serial) console port.
|
|
When powering up the machine, after a while, there's usually some output from the bios of the machine.
|
|
|
|
You can use the :code:`<ESC>` key to select a boot device, with this you can boot from a usb stick to reinstall if
|
|
you're not able to boot into OPNsense at all.
|
|
|
|
In some cases, even with a zfs filesystem, it happens that the filesystem gets corrupted, if that's the case, it's usually best
|
|
to reinstall the device (see reinstalling).
|
|
|
|
Most of our devices use NVME storage, if your device contains one and you wish to reinstall as clean as possible (which is advisable in some situations),
|
|
boot into the installer, login using :code:`opnsense` with the password :code:`root` next choose 8 for console and execute the following command:
|
|
|
|
.. code-block:: sh
|
|
|
|
nvmecontrol format nvme0
|
|
|
|
Then exit to login prompt (type exit and select 0) And try re-installing (using :code:`installer` with password :code:`opnsense`).
|
|
|
|
|
|
Random crashes or reboots
|
|
------------------------------------------
|
|
|
|
When the machine crashes with a "kernel" crash, there's often a crash report in :menuselection:`System --> Firmware --> Reporter`, you can upload that
|
|
via the reporter to us adding your email address (to help us find it) or you can copy any relevant information that is reported there and
|
|
send it to our team.
|
|
|
|
In most cases, to exclude hardware issues, it's best to reinstall the machine and test it without any additional plugins installed.
|
|
If the machine remains unstable in that case, please share the crash reporter output and the output of the following commands so we can assess next steps on our end:
|
|
|
|
.. code-block:: sh
|
|
|
|
dmesg
|
|
cat /var/log/system/latest.log
|
|
|
|
|
|
|
|
Reinstalling the Business Edition
|
|
------------------------------------------
|
|
|
|
Using your license number, you can always download the latest software installers from our servers, these are located at
|
|
`https://opnsense-update.deciso.com/[license_number]/Installers <https://opnsense-update.deciso.com/>`__.
|
|
|
|
The filenames are similar to the ones used for the community edition, these are explained `here <../manual/install.html#image-filename-composition>`__,
|
|
just continue reading in that section of the manual to learn how to verify the files, create a bootable usb stick and run the installer.
|
|
Both versions are similar when it comes to installation.
|
|
|
|
.. Note::
|
|
|
|
For installs on our hardware, you will need the :code:`serial` type.
|
|
|
|
|