Symantec 360R Administration Guide - Page 143

Troubleshooting 143 Accessing troubleshooting information 3 If you can PING a host by IP address but not by DNS name, you have a DNS server misconfiguration or the DNS server is not reachable (try to PING the DNS server by IP address to verify connectivity). 4 If you can successfully resolve some DNS names but not others, the most likely problem is not your configuration. In this case you will have to work with the authoritative Source for that DNS domain to resolve the problem. To test WAN connectivity 1 PING the default gateway. 2 PING an Internet site by its IP address. 3 PING an Internet site by its DNS address. Note: Some sites block PINGs on their firewalls. Make sure the site is reachable before calling your ISP or Symantec Technical Support. Accessing troubleshooting information Use the following procedure to access troubleshooting information from the Symantec Knowledge Base. To access troubleshooting information 1 Go to www.symantec.com. 2 On the top of the home page, click support. 3 Under Product Support > enterprise, click Continue. 4 On the Support enterprise page, under Technical Support, click knowledge base. 5 Under select a knowledge base, scroll down and click Symantec Gateway Security 300 Series. 6 Click your specific product name and model. 7 On the knowledge base page for your appliance model, do any of the following: ■ On the Hot Topics tab, click any of the items in the list to view a detailed list of knowledge base articles on that topic. ■ On the Search tab, in the text box, type a string containing your question. Use the drop-down list to determine how the search is performed and click Search.