Saturday, April 29, 2006

Adventures In Russian Tech Support

Besides my first letter, all the following correspondence was in Russian over email.

-------
Hello,

(In Russian: I know English better, so I’m going to write in English. If you don’t understand, write back and I’ll try to ask in Russian.)

I am trying to set up netlock on the small network of an English
language resource center. We have one ADSL modem that connects to the
internet, and a LAN that is simply a hub connected to the server's
ethernet card. I have installed netlock successfully, but cannot make
it track internet traffic.

I have configured a transparent internet connection, and it works
correctly when the server part of netlock is not running. (I.e., I
can open mozilla on the client and download web pages.) However, as
soon as I start the server, the client loses connectivity. There are
no proxies operating on the server.

Here's how the server is configured:
Интернет-настройки - LAN
Задействовать интернет возможности - checked
Non-counted IPs - 192.168.0.1-192.168.0.255 (all the LAN is in here)
100% of traffic is counted

There is only one active тариф, and it is set to разрешить интернет.
Traffic groups has only one group from 0.0.0.0 to 255.255.255.255.
There are no forbidden ip addresses.

The client has communication with the server. The cost of time, for
example, is counted correctly.

I have no idea what the problem might be. Otherwise, it's a great
program. If you can fix this, my orginization will buy a copy.

Thanks,
Ryan Giordano

ps. I am leaving for America soon, so the sooner you can help me, the better.

---


Hello,
You wrote:
-My message-

1. Read the program instructions again, everything is explained in detail there. Maybe you set up the program wrong.
2. On the server, there should be two network cards: one pointing to the internet, and another to the client on the local network. Otherwise there will be no accounting of traffic.
3. Be sure that in the internet setup widow, the correct internet adapter is selected, that is, the one that is connected to the client.
4. You wrote that there is no internet access, there’s a chance that the internet is set up correctly, but there is no “charge” set up with pre-paid internet.
5. If you use W2K Server SP4 then sometimes there is a problem with the network driver.

----

Hello,

Everything you advised is already done. (I’m using WinXP.) I read the program help, and asked the administrator of a certain internet café that uses Net Lock, and neither they nor I could find a problem in the basic setup. That’s why I’m asking you.

Please, read my previous letter carefully, (in it I explained that I already did everything you asked) and tell me where else the problem might be.

Thank you,
Ryan

----

Hello,
You wrote:

-My message-

From your description I don’t see any reason why the program doesn’t work, it looks like everything is set up correctly. Maybe there are other network programs installed on The server, or you didn’t install a pre-paid internet charge when you started the client, and that’s why the server is blocking the client’s internet traffic. I don’t see any other reasons.

----

Ok, we figured out the internet. The internet works, but the program doesn’t count internet traffic – the amount of traffic is always 0+0+0, no matter how much internet we use.

----

Hello,
You wrote:

-My message-

That means you turned off the traffic-counting system, or you let traffic through around the program.


How could we have turned it off if we just installed the program and changed the IP
address on the client and server (like it advises in Help). The internet works. The program sees the clients on the network.

----

Hello,
You wrote:

-My message-

I have no idea what you’re doing over there. And I don’t have the capability to help you from here. If you read the directions carefully, do everything written there, and it doesn’t work, then I could only help you if I was there with you. To the general question “the internet doesn’t work what should I do” I can’t answer from here, I can only tell you read the directions again...

----

Look, it’s not a general question – the question is, what could stop netlock from counting traffic, if everything else works? Earlier, we used the proxy-server UserGate; even though we deleted it, maybe it’s still causing problems?

Please help us. It’s profitable for you, because we’ll buy your program if we can fix this problem.

----

Hello,
You wrote:

-My message-

If you do everything in the instructions, then I can’t say why exactly this problem happens (I can only guess), almost everyone, even without any experience installing programs, is able to install the program the first time. I am answering your question in the greatest possible detail. There are three possibilites:
1. You did something wrong – you need to read the instructions carefully.
2. Some network program is causing the problem – delete it.
3. Bugs in Windows or in NetLock – unlikely, and I’m unable to help at all with these problems.
Unfortunately, I can’t say anything more definite than that.

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