Author Topic: ATTN: HOW TO PROPERLY POST FOR HELP  (Read 23207 times)

Offline gibran

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ATTN: HOW TO PROPERLY POST FOR HELP
« on: November 20, 2007, 12:31:52 PM »
Please search the forum before you post.

Please read NOTICE: HOW TO SUBMIT BUGREPORTS before you submit a bugreport
and IMPORTANT: HOW TO WRITE HELP REQUESTS before describing an issue.
Also, check the Knowledgebase and FAQ's Thread, as the answer might be there.



Visit http://support.comodo.com and select 'Submit a Ticket' - This is for requesting answers directly from Comodo staff (rather than the forum).

NOTE:
If your reply from Comodo Support states that your support ticket was closed please don't worry. You can reply to that email until your issue is solved.
Tickets are usually closed by default after a reply.


Code: [Select]
Ticket Details
===================
Ticket ID: XXX-NNNNN
Department: PC Security Software
Priority: Default
Status: Closed

Added - Comment on support tickets go directly to Comodo staff  - Soya
« Last Edit: August 21, 2008, 12:12:32 PM by gibran »
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Offline Ragwing

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IMPORTANT: HOW TO WRITE HELP REQUESTS
« Reply #1 on: November 20, 2007, 01:16:53 PM »
Please help us to help you - Read the following carefully before posting:

Important before installing Comodo Firewall Pro 3:

Always uninstall other software firewalls before installing Comodo Firewall Pro. Simply disabling a firewall is not the same because the 2 will conflict! (Windows firewall is the only exception). This has proven to cause strange issues, so please don't ever run 2 software firewalls together. Note that this don't applies for hardware firewalls.

Close all other running softwares before installing Comodo Firewall Pro 3. If you don't there will be some interference later on that you may never know.

Problem installing Comodo Firewall Pro in safe mode:

This is because some low-level kernel drivers in Comodo Firewall Pro 3 might not be installed in safe mode, so if you get this issue, try installing it during a normal boot.


What to Post:
When posting requests for help, please include the following information.

- A meaningful/clear/specific thread title
- The version of Comodo Firewall Pro Installed
- Your Internet connection type (dial-up/cable/Direct connection/LAN etc)
- Operating system and Service Pack Level
- How you are logging in to the OS (Admin, User)
- Other real-time security applications installed (AV, AS, HIPS etc)
- Security related applications which have been removed/disabled before installing CFP
- Security related application which have been removed/disabled after installing CFP
- Detail the problem, such as which applications are running when you have the problem
- Please inform us if you have created any custom rules

Screenshots:
In addition to the aforementioned, it may be necessary to post information related to your CFP rules and logs. The following guidelines will help you understand how this may be done.

Taking and posting screenshots of your environment increases our ability to understand your problem. If you are unfamiliar with the process of taking screenshots, please see this tutorial:

Screenshot-posting for beginners

Where to get Information:

FIREWALL

Application Rules
1. Open CFP to full screen
2. Select Firewall->Advanced->Network Security Policy
3. Take a screenshot

Global Rules
1. Open CFP to full screen
2. Select Firewall->Advanced->Network Security Policy->Global Rules
3. Take a screenshot

Firewall Logs:
1. Open CFP to full screen
2. Select Firewall->Common Tasks->View Firewall Events
3. In the new window, click More...
4. From the context menu select 'Clear all Logs'
5. Restart CFP or reboot your machine
5. If necessary run the problem application
6. In CFP Select Firewall->Common Tasks->View Firewall Events
7. In the new windows, click More...
8. Right-click and select Export to HTML
9. Save the file with a sensible name
10. Open the file in a HTML/text editor
11. Modify your external IP Address if shown in the logs (See Note)
12. Save the file as HTML (don't change the format to plain text)
13. Zip/rar the file and post on the forum

Note: When posting log details on the forum, it's possible they may contain references you your external IP Address. (The IP Address shown in the bottom right of your forum post) In consideration of the privacy issues related to this, we ask you to modify any reference to your external IP Address in the log, using the following example:

Your Address: 123.245.789.123
Modified Address: x.x.x.123



Some things to consider:
Global Rules are hierarchical, that is, they work from the top down. Therefore, a BLOCK rule placed above an ALLOW rule will take precedence.

If you're having problems with a specific application, check Application Rules for a rule that BLOCKs that application.


DEFENSE+

Defense+ Rules:
1. Open CFP to full screen
2. Select Defense+->Advanced->Computer Security Policy

Computer Security Policy
1. Open CFP to full screen
2. Select Firewall->Advanced->Network Security Policy->Global Rules
3. Double-click the application you're having problem with
4. Select Access rights
5 Take a screenshot

Note: This is only necessary if you know which application that's causing the problem. It might be necessary to take a screenshot of Run an executable, Interprocess Memory Accesses, Windows/WinEvent Hooks, Process Terminations, Device Driver Installations, Windows Messages, Protected COM Interfaces, Protected Registry Keys or Protected Files/Folders, but don't do so unless asked to do so.

Defense+ Logs:
1. Open CFP to full screen
2. Select Defense+->Common Tasks->View Defense+ Events
3. In the new window, click More...
4. From the context menu select 'Clear all Logs'
5. Restart CFP or reboot your machine
5. If necessary run the problem application
6. In CFP Select Defense+->Common Tasks->View Defense+ Events
7. In the new windows, click More...
8. Right-click and select Export to HTML
9. Save the file with a sensible name
10. Zip/rar the file and post on the forum

Topic originally created by Toggie for Comodo Firewall Pro 2.4, modified by Ragwing for Comodo Firewall Pro 3.

Added - A meaningful/clear/specific thread title requirement - Soya
« Last Edit: May 09, 2008, 06:40:28 PM by Soyabeaner »

Offline gibran

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Just click on  Help for v3 link and fill in the search testbox to search all Help Requests in this childboard.

« Last Edit: May 09, 2008, 09:19:20 PM by Soyabeaner »
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soyabeaner

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ADVANCED SEARCH : THE SECRET TO FINDING ANSWERS REAL FAST
« Reply #3 on: May 09, 2008, 06:35:20 PM »
If the Search function does not work, the Advanced Search (next to the Search button) would be your next best friend.  The advantage to this is you can narrow down the results and search from any board in the forum.  Try inputting some key words and enable the Search in topic subjects only option and/or the Message Age option. 

Additionally, you can narrow it down further by clicking the Choose a board to search in, or search all link.

« Last Edit: May 09, 2008, 06:44:24 PM by Soyabeaner »

 

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