Re: Unblocking items in firewall - Symantec AntiVirus Corporate Edition

From: Arthur Hagen (art_at_broomstick.com)
Date: 12/21/04 

Date: Tue, 21 Dec 2004 14:59:55 -0500

rexdtripod@hotmail.com wrote:
> I sell a server based software product. I know nothing about the
> Symantec AntiVirus Corporate Edition product but one of my customers
> has it installed on his network. Can the firewall component of this
> thing be blocking a JDBC connection attempt by my product across my
> customer's network and not telling him so?

Norton Antivirus Corporate Edition (NAV CE) is an antivirus product, not a
firewall. It will not block connection attempts.

(The non-corporate version is a different kettle of fish, as it proxies
ports used for email and instant messaging. This should still not affect
the above situation.)

> The connection is being prevented and here are my troubleshooting
> notes:
>
> 1. Is my JDBC connection code incorrect? No. My software product
> has been in a few hundred shops now for a few years with no other
> similar reports so the JDBC connection code is fine. I run the same
> network setup in my shop (Win 2k server and clients) and no trouble.

That something works in conditons X, Y and Z for a long time doesn't mean it
doesn't have a bug -- there may be trigger factors that haven't been
encountered yet.

> 2. DNS issue on my customer's network? No. The user can
> successfully ping the server machine in a DOS window using server
> machine name. Network connectivity not the issue.

A ping is (usually) ICMP traffic, which might be allowed through firewalls
and routers even when TCP or UDP traffic isn't. It's actually quite common
to be able to ping hosts you can't reach through TCP or UDP.

> 4. Network permissions problem? Nope. Full permissions granted to
> all clients on the user's network.

What does permissions have to do with this? Are you using the operating
system's file sharing software as your transport, tunnelling JDBC through
it? If not, this is irrelevant.

> 5. Server machine is the only one in the user's shop without the
> Symantec AntiVirus Corporate Edition product. If I attempt the JDBC
> connection on that machine alone (both my client and server components
> running on the server machine), all works well.

That's a direct connection.

> I think Symantec Antivirus CE won't allow my client app to communicate
> via JDBC across my user's network.

This is almost certainly not the case.

> Am I barking up the wrong tree here?

Probably, yes. Do basic troubleshooting first, like trying a telnet
connection to the port that the JDBC provider is set up to listen on. If
that fails and, as you say, pings work, it's most likely a firewall issue.

Also, you need to distinguish between different types of "can not
connect" -- is the connection *refused* or does it *time out*? And what
*details* do the debug logs tell you?

Anyhow, since you're a sales guy, you probably should call in the tech guys
from your company who know how the product connects and the best way to
troubleshoot it.

Regards, 

-- 
*Art

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