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Kudos0

Firewall Problems

I run Norton Online Backup nightly and have all of a sudden started getting A2816 (firewall) errors.  I'm using Norton Internet Security for my firewall.  Has something changed there?  Is there a setting I need to change?  I haven't changed anything myself but since all this stuff is on auto-update, who knows what has been changed by Norton.

Replies

Kudos0

Re: Firewall Problems

As the errors seems to be firewall related, you can try to restore the original firewall's settings.

You can also maybe try to set up a rule in order to allow NOBU every connection.

I hope it can help

Kudos0

Re: Firewall Problems

It would help if I actually knew how to do those things.  I have never made any firewall changes so why would it all of a sudden start blocking NOBU? 

I was checking my versions of the software and discovered I didn't have the most recent Norton Internet Security after all (so much for auto-update).  I've now updated to Norton Internet Security 2012 but it hasn't helped (fixed some minor glitches with Identity Safe but no impact on this problem).

Here are the versions I'm running:

Norton Internet Security 2012 19.5.1.2

Norton Online Backup - current version (can't find out what it is but when I do a version check it says it's current)

Windows Vista Home Premium

I don't know what to do with Norton Internet Security to tell it to allow NOBU.  When I go to configure the Smart Firewall, it wants me to identify an executable program to allow.  What program do I have to set up?  Has something changed with either NOBU or Norton Internet Security that this needs to be done now when it didn't before? 

Kudos0

Re: Firewall Problems

Hi,

you are right, NIS shouldn't block this connection in general.

From nobu.backup.com/help you can see that the error is only firewall related.


A2816

Your computer firewall blocks the backup software from connecting.

This error message is typically a software-based firewall error message. Check your computer's firewall settings. Change the settings to allow online backup run.


Try to ping the following address: symr2a.backup.com

If the ping is successful, the problem might be caused by a firewall or proxy that exists between the NOBU client and the server. Check if the firewall or proxy is set to block SSL (port 443) traffic.

[settings -> network -> smart firewall -> configure in advanced settings -> configure on general rules to see which rules are currently in use].

About the client's exe file, it should be C:\Program Files\Symantec\Norton Online Backup\NOBuClient.exe, but i cannot tell you if there are other processe involved [there should be also a NOBuAgent.exe in the same folder]

Kudos0

Re: Firewall Problems

Pings are working fine.  I can't find any blocking of SSL in either Norton's firewall or my router.  I've added NObuClient to my Norton firewall settings.  We'll see how things go over night and work from there. 

Kudos0

Re: Firewall Problems

I've also just checked the firewall logs in NIS and there's nothing reported there.  There isn't even any instances of NOBU attempting to access the internet over the past two days.

Kudos0

Re: Firewall Problems

I'm running out of options :)

Did you already try to reinstall the NOBU client?

Kudos0

Re: Firewall Problems

Still same problem. I will try a re-install over the weekend.  Hoping somebody from Symantec will join this thread and maybe have some ideas or let me know how I can contact them (other than through the pay-per-hour service).

Kudos0

Re: Firewall Problems

NOBU client re-install has created a new problem (described in a different thread) but basically, it now thinks I have a new computer and won't be able to run a full-backup because I'll run out of space.

Back to the firewall, I'm going to try a small backup on this "new" computer and see if it works.  I've also re-booted my router and wireless radio (it's a radio-signal wireless high speed system). 

I have noticed that my internet connectivity is a bit spotty right now (I occasionally have to re-display a page).  I had one online chat session affected by that that reported it as a potential firewall or connectivity problem.  Is it possible that it's actually just the internet access getting dropped and NOBU is mis-interpreting it as a firewall problem?  Would be nice to get the proper error message so I could search in the right area (talk to my ISP) rather than spend days looking at firewalls.

Kudos0

Re: Firewall Problems

tried a small backup (about 1 mb) and it ran for a while.  Last time I checked it was about 87%.  Now I check to see if it's done and it's got the same A2816 error.  If there's a firewall problem, how can it get so far before realizing it.  This must be something else.

Kudos0

Re: Firewall Problems

I really cannot help you more, for sure at www.norton.com/chat they might be able to help you more direclty (chat should be free)

but you are right, if the firewall blocks that connection you shouldn't be able to start the uploading.

Accepted Solution
Kudos0

Re: Firewall Problems

It appears the problem is the ISP dropping the connection.  That's been better over the past few days and so far, the backups I'm running are finishing.

However, I created a real mess with the reinstall of the NOBU client.  It now thinks this is a new computer and will not tie it to the backups for the old one.  I don't have room in my NOBU account for two complete sets so I'm slowly adding files to the backup of this one and will have to start purging the old ones soon.  I just uninstalled NOBU and then downloaded it again.  If there's a different way to do a reinstall, it's not obvious.  However, people should be aware that you should be very careful of re-installing the NOBU client software because you can cause this problem.  Norton seems to have no way to fix it and just told me to purge my old backups and do new ones (and keep fingers crossed I don't lose my hard drive in the middle, thankfully everything in those backups is still on the computer).

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