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ProSecure Web/Email Security Threat Management (STM) Appliance Reference Manual
7-8 Troubleshooting and Using Online Support
v1.0, September 2009
Using Online Support
The STM includes online support tools that allow NETGEAR Technical Support to securely
perform diagnostics of the STM, and that lets you submit suspicious files for analysis by
NETGEAR. You can also access the knowledge base and documentation online.
Enabling Remote Troubleshooting
One of the advanced features that the STM provides is online support through a support tunnel.
With this feature, NETGEAR Technical Support staff is able to analyze from a remote location any
difficulty you might be experiencing with the STM and to perform advanced diagnostics. Make
sure that ports 443 and 2222 are open on your firewall, and that you have the support key that was
given to you by NETGEAR.
To initiate the support tunnel:
1. Select Support > Online Support from the menu. The Online Support screen displays.
2. In the Support Key field, enter the support key that was given to you by NETGEAR
3. Click Connect. When the tunnel is established, the tunnel status field displays ON.
To terminate the tunnel, click Disconnect. The tunnel status field displays OFF.
If NETGEAR Technical Support cannot access the STM remotely, they might ask you to save a
log file to your computer and then e-mail it to NETGEAR for analysis (see “Gathering Important
Log Information and Generating a Network Statistics Report” on page 6-43).
Figure 7-2
- ProSecure Web/Email 1
- Security Threat 1
- Management Appliance 1
- STM150/300/600 1
- Reference Manual 1
- Additional Copyrights 3
- Contents 7
- About This Manual 13
- How to Print This Manual 14
- Revision History 14
- Chapter 1 15
- Introduction 15
- What Can You Do with an STM? 16
- Key Features and Capabilities 17
- 1-4 Introduction 18
- Maintenance and Support 19
- STM Model Comparison 19
- 1-6 Introduction 20
- Figure 1-1 20
- Package Contents 21
- Hardware Features 21
- Front Panel Ports and LEDs 22
- Introduction 1-9 23
- Introduction 1-11 25
- 8) Pair 2 LEDs 26
- Introduction 1-13 27
- Rear Panel Features 28
- Introduction 1-15 29
- Figure 1-6 29
- STM150 Product Label 30
- STM300 Product Label 30
- Introduction 1-17 31
- Figure 1-9 31
- Using the Rack-Mounting Kit 32
- Chapter 2 33
- Your Network 33
- Server Group 34
- Segmented LAN Deployment 35
- Figure 2-3 36
- Logging In to the STM 37
- Figure 2-5 38
- Figure 2-6 39
- Figure 2-9 41
- Figure 2-10 42
- Figure 2-11 43
- Figure 2-12 44
- Figure 2-13 46
- Figure 2-14 49
- Figure 2-15 51
- Figure 2-16 53
- Update Settings 54
- Proxy Settings” on page 3-7 55
- Figure 2-18 56
- Figure 2-19 58
- Verifying Proper Installation 59
- 4. Click Register 61
- What to Do Next 62
- Chapter 3 63
- Figure 3-1 [STM600] 64
- Table 3-1 65
- Figure 3-4 68
- To configure the HTTP proxy: 70
- Figure 3-6 72
- Web Interface Timeout 73
- Figure 3-7 74
- Using an SNMP Manager 75
- Figure 3-8 76
- Table 3-6. SNMP Settings 76
- Supported MIB Browsers 77
- Backup Settings 78
- Restore Settings 79
- Updating the Software 81
- Figure 3-10 82
- Performing a Manual Update 83
- Figure 3-11 84
- Figure 3-12 84
- Figure 3-13 85
- Managing Digital Certificates 87
- Figure 3-15 88
- Managing Trusted Certificates 90
- Figure 3-17 91
- Figure 3-18 92
- Performance Management 93
- Chapter 4 97
- Configuring E-mail Protection 100
- Figure 4-2 102
- Figure 4-3 103
- Figure 4-4 105
- E-mail Content Filtering 107
- Figure 4-5 108
- Table 4-6 109
- Figure 4-6 112
- Figure 4-7 114
- Figure 4-8 116
- Figure 4-9 119
- Configuring Web Malware Scans 120
- Configuring Web URL Filtering 128
- Figure 4-14 129
- HTTPS Scan Settings 132
- Figure 4-16 133
- Figure 4-17) 134
- Specifying Trusted Hosts 135
- Figure 4-18 136
- Configuring FTP Scans 137
- Figure 4-19 138
- Table 4-15. FTP Scan Settings 138
- Setting Scanning Exclusions 143
- Figure 4-24 144
- Exception screen displays 145
- Table 4-17 145
- Chapter 5 151
- Configuring Groups 152
- Figure 5-1 153
- Table 5-1. Group Settings 153
- Editing Groups by Name 154
- Figure 5-3 155
- Configuring User Accounts 156
- Figure 5-4 157
- Table 5-4. User Settings 157
- Editing User Accounts 158
- Configuring Authentication 159
- Figure 5-7 160
- Figure 5-8 160
- Figure 5-9 163
- Figure 5-10 164
- Figure 5-14 166
- Table 5-5. LDAP Settings 167
- Figure 5-15 170
- Table 5-6. RADIUS Settings 170
- Figure 5-16 172
- Global User Settings 174
- Figure 5-18 175
- Figure 5-19 176
- Chapter 6 177
- Figure 6-1 178
- Table 6-3. Syslog Settings 182
- Clearing Logs 183
- Configuring Alerts 184
- Figure 6-5 185
- Table 6-4. Alerts Settings 185
- Web Usage 187
- Information 191
- Monitoring Web Usage 194
- Viewing System Status 195
- Figure 6-10 196
- Querying the Logs 198
- Figure 6-11 200
- Table 6-9. Log Query Settings 201
- Figure 6-12 206
- Figure 6-13 208
- Figure 6-14 211
- Figure 6-15 213
- Figure 6-16 213
- Figure 6-17 214
- Figure 6-18 215
- Figure 6-19 215
- Using Diagnostics Utilities 216
- Statistics Report 219
- Chapter 7 223
- Basic Functioning 224
- LAN or WAN Port LEDs Not On 225
- Figure 7-1 228
- Problems with Date and Time 229
- Using Online Support 230
- Installing Hot Fixes 231
- Figure 7-4 232
- 3. Click Submit 233
- Documentation from the menu 233
- Appendix A 235
- Appendix B 239
- Related Documents 239
- B-2 Related Documents 240
- Numerics 241
- Index-10 250
- Index-11 251
- Index-12 252
- Index-13 253
- Index-14 254
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