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Sonicwall dropping packets - cannot access youtube with a  connection reset

Posted on 2010-09-24
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Last Modified: 2012-05-10
When trying to access www.youtube.com I receive "The connection was reset".  I am running a Pro2040.  When trying to access youtube outside of the firewall it works fine, so I know the problem is not my ISP.  Also, doing a DNS check from inside the network resolves the IP address.  I turned on Packet Capture, and i can see a dropped packet from my internal LAN IP to youtube.  This is happening across the LAN.  I don't know what to do from here.
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Question by:danmcf321
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Expert Comment

by:carlmd
ID: 33754913
Is anything posted in the Sonicwall logs when this happens. Do you have a similar problem with any other web site?

Also, try to ping the Sonicwall LAN interface from the PC in questions and see if you are getting any packet loss.
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Expert Comment

by:digitap
ID: 33755620
additionally, do you have any of the Security Services licensed.  Possibly the IPS security service is blocking content.  Also, from the workstation you are testing from also login to the sonicwall console.  once you've logged onto the console, test youtube.  the sonicwall, by defualt, is configured to allow the workstation logged onto the console to bypass security services.
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Expert Comment

by:digitap
ID: 33755625
forgot: you may alos add an IP exclusion within the IPS security service as a test.
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Author Comment

by:danmcf321
ID: 33755703
I was going down the IPS route.  In disabling IPS, the site worked properly.  The site is not accessible when i am logged into the admin console.  Nothing is being mentioned in the log files.  It's hard to test with the IP address, as it seems to change with DNS.  I can try to pinpoint that a little more.  The packet inspection mentions the following errors - DROPPED, Drop Code: 38, Module Id: 26.  
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Expert Comment

by:digitap
ID: 33755768
Reviewing my drop codes, I don't see anything that makes a lot of sense.

http://www.fuzeqna.com/sonicwallkb/consumer/kbdetail.asp?kbid=7732

If you want to enable more logging, go to Log > Categories.  Make sure the level is Debug.  Then, you'll notice at the bottom several check boxes.  Click the check box at the top of each column to check all the boxes.  Then, go back to Log and access YouTube and see if something comes up.
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digitap earned 500 total points
ID: 33755807
Also, review this.  It might be the content is Low Priority and you can allow that content, but log the activity.  Review this doc for steps:

http://www.fuzeqna.com/sonicwallkb/consumer/kbdetail.asp?kbid=6988
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Author Comment

by:danmcf321
ID: 33755857
Logging is turned all the way up, and still nothing.  I added an IPS exclusion for class C network for youtube that it looked like it was cycling through.  It seems to work, but i'm not convinced that this will be a long term solution.  any other ideas?
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Author Comment

by:danmcf321
ID: 33755978
Low Priority is not set to block.  i will do some investigating though.
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Author Comment

by:danmcf321
ID: 33756089
I was able to get it to work.  I removed the IP level exclusion to the IPS software.  Then I went in to the Multimedia section, and went to the YouTube setting.  They were set to Default and were all low priority.  i manually set them all to "Disable" for blocking.   this seemed to work, but it doesn't make sense given that Low priority was not set to be enabled.  It's working now, so I guess there was an issue there...
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Author Closing Comment

by:danmcf321
ID: 33756102
This put me on the right path to fixing the problem.
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Expert Comment

by:digitap
ID: 33756206
yes, that is puzzling.  you set the global to allow, but it doesn't.  then you have to granularly set it to allow for youtube...hmmm.
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Expert Comment

by:digitap
ID: 33756209
thanks for the points!
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Author Comment

by:danmcf321
ID: 33756241
Yes - low priority attacks are not set to be prevented, and the youtube entries were considered low priority.  the manual override did it, but it doesn't make sense.  it also was not appearing in the event logs as an IPS block, which makes it even more werid
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Expert Comment

by:digitap
ID: 33756250
are you up to date on the firmware?  it sounds like a bug.
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Author Comment

by:danmcf321
ID: 33756297
We are a bit behind on the firmware, but have not seen too many issues like this.  We are in the process of migrating our VPN users to a new system.  Once that is done, I'll look into a firmware upgrade.
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Expert Comment

by:digitap
ID: 33756802
please post back when you do...i'd be interested to know if the upgrade changes anything.
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