Best Of
Abysmal customer support/technical support....
I recently purchase (6) nsa2700's [(3) 2700's & (3) HA pairs] to replace our tz670's. Installed the first pair with no issues. Shipped another pair to a remote site and flew there to install. Here is where the problems started:
1.) The primary showed a yellow light on the 2nd power supply (no second power supply installed).
2.) Reached out to tech support and they indicated they would send me an RMA next business day. This was on a Tuesday night at 5:30 CDT. I indicated I was on site a limited time and needed it ASAP.
3.) Received an email (10.35AM) that RMA was approved on Wednesday, but RMA unit was not picked up by UPS until 5:39pm Wednesday night.
4.) Item was never received on Thursday due to what UPS called 'Global weather event'.
5.) Item was never received on Friday due to what UPS called 'Global weather event. I had to leave the site on Saturday (unit finally received on following Monday)
Multiple calls to my salesperson at Firewalls.com during this time period - they tried to reach out to their SonicWALL sales rep, but calls were never returned (from SonicWALL).
Multiple calls to SonicWALL tech support were not helpful - they just indicated that it was in the hands of the carrier at this point. No offer to help, no offer to send another unit from a different location - nothing - very poor communication.
When they shipped the RMA unit - they automatically remove the old unit (which I was still using until the replacement was to arrive) from MYSONICWALL without telling me - that caused several problems - 1.) lost my Capture Client licenses that were attached to that unit which caused errors on all of my clients. Also, was not able to complete the secure transfer upgrade from my tz670 as that was associated with the 2700 they removed from MYSONICWALL (even after they reinstated it).
Throughout this mess, I had multiple calls to tech support to get the licenses straighten out and to get my original unit reinstated - the communication gap in talking with first level support is a nightmare. You can't understand 90% of what they are saying, and their knowledge level is not what it should be. I talked with a service manager on Friday - they indicated the SonicWALL sales rep would reach out to me to see how they could make this right - never received that callback.
The RMA unit will now probably sit there until December when I can get back on site. The concern is not about receiving a bad unit - that can happen to any company - it is how a company deals with a problem. Dealing with companies like FedEx/UPS and weather-related delays is another problem - but that still does not change how SonicWALL treated me as a customer in this situation. There are several points that can be learned with how this was handled and how they could provide better customer service.
MySonicWall - Tenant Removal Notification vs. Anti-Sppof
I gave up on opening MSW related Tickets and will report Issues only over here in hope to get them addressed.
The following affect only MSW Accounts within the new Organization structure, legacy accounts might be not affected.
When deleting a Tenant on MSW emails are sent to each SuperAdmin from an artificial email address orgadmin_<number>@<organization domain>. This is not a good idea, because with an Anti-Spoofing policy in place, email from unauthorized senders (like this one) will be blocked and the information gets lost. MSW should use noreply@sonicwall.com for that reason, like for any other notification.
@Community Manager you might have the knowledge to forward this to the persons in charge.
—Michael@BWC
BWC
Re: Reset MFA token LDAP
i do import a group since i cant seem to be able to import users directly from a group (that would probably make management easier).
What are you trying to do? If you are only importing groups and not users, then the users will not appear in the user list [bug or not bug] until after they have logged in [and possibly, not until they have enrolled TOTP].
Re: Alternative DNS servers
SMA provides option to configure DNS servers per user-community, can you check if that helps? This DNS server config is part of "IP Tunnel address pools" and can be configured at Realms → Your realm → Communities → Your Community → Tunnel Access tab → IP Address pools.
Viveks
Re: Reset MFA token LDAP
First: just import groups, not users. Easier to manage, unless you have a tiny number of users.
Second: There is/was a bug in gen7 where the list of users is empty, and then if you put something in the search box, the users will appear.
Re: SSLVPN tunnel failed to set DNS
We are experiencing this issue on 10.3.0 and 10.3.1, when reverting back to 10.2.x there are no issues. We opened a case with TAC and waiting for a response.
Also tried to repair Sonicwall Netextender, however I did not find any option for this in Control Panel. Restarting Sonicwall NetExtender Service did also not help.
Re: Secondary Storage Woes
@Mariusz Funny thing is, this TZ 670 is not new, it's registered since 2020 and the module was working before. Recently I factory reset the appliance and deployed 7.1.2 and updated to 7.1.3 later on.
But I did not checked the storage module recently, until today trying to do some digging because of the other discussion we had storing AppFlow Reports.
TSR shows the S/N of the module, but it seems not to be associated.
External Storage #1 Report Mount status : Okay Size status : Invalid Association status : Invalid Enable status : Disabled Card SN : <valid s/n> Card Auth Code : authcode Drive size : 0 GB
Update A reboot fixed it, the 32 GB is back. Last reboot was a couple of days ago, let's see how long this lasts.
—Michael@BWC
BWC
Re: Got nl down for ppp unit
@TechGuardian I had some weird issues myself on my Mac recently and it was caused by an SentinelOne Update. It ended up in having multiple "Filter & Proxys" installed in my Network settings. In my case "SentinelOne Network Monitoring" was registered twice which caused random drops of Network Connectivity.
It's just a wild guess, but worth a try :)
—Michael@BWC
BWC
Re: How to check DNS Filtering service availability?
two different DNS services listed there but neither are showing any issues. I don't know if "Secure DNS Service" is the service of interest here.
Re: NSA 7600 Howto LACP ?
I'm not entirely sure what internal SonicWall switch means, I was wondering that myself recently
There is switch chip between most physical interfaces and "interfaces" on Sonicwall CPU. Some CPU interfaces have direct link to outside world and on Gen 6 these ports had a "*" next to them. This information is not available for Gen 7.