Troubleshooting Content Filter Status " Server Address is not Configured "

08/17/2021 32 17487

DESCRIPTION:

This article explains how to troubleshoot scenarios where the Content Filtering Status under Security Services | Content Filter shows the status as "Server address is not configured"

CAUSE:

This issue is caused due to 

- The device not having CFS licenses

- The device not being able to resolve the backend CFS server address "webcfs00.global.sonicwall.com"

RESOLUTION:

Resolution for SonicOS 6.5

This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.

Following is a checklist for troubleshooting this CFS issue:

1. By using the DNS lookup diagnostics tool check if the DNS servers entered in the SonicWall appliance are able resolve the CFS server address "webcfs00.global.sonicwall.com". If necessary, change the DNS server IP address with the help of your ISP or set it to a working DNS IP address (e.g. 4.2.2.2 or 8.8.8.8).

2. Make sure CFS is activated on www.mysonicwall.com  account and the same is listed as LICENSED under Manage | Licenses page.

3. Content Filter type should be selected as SonicWall CFS under Manage | Ssecurity Services | Content Filter | Content Filter Type.

4. Try to synchronize licenses with mySonicWall.com, login to the SonicWall Management page, click on Manage | Security Services | Base Setup page, under Synchronize Licenses section click on the Synchronize button

5. Ensure you are using an updated version of the Internet browser. Delete cookies and other temporary Internet files.
6. Ensure that the latest version of firmware is installed on the SonicWall.
7. Download Tech Support Report (TSR) from the device Investigate | System Diagnostics | Download report. Open it in a wordpad and search for server address.

• Sometimes CFS shows licensed in device but it will not contain CFS server address or name. If it shows 0.0.0.0 then delete the license information from diag page and re-synchronize the device.
• Before deleting license information please make sure you have access to the mysonicwall account where the device is registered and also make sure sonicwall is able to communicate with license manager in the backend.
• To confirm sonicwall is communicating with license manager server please go to Investigate | System Diagnostics and Select diagnostic tool as Check network settings and click on test for the license manager connectivity.
• If the result is success then we you can delete the license information from diag page and register the unit.
  

How to delete license information from diag page:

Replace the keyword main in URL with diag and click enter. Now the URL looks like https://172.27.61.4/diag.html. Click on Internal settings and scroll down to find Reset Licenses & Security Services Info. Click on that button and accept the changes at top and click on close.

How to resynchronize the device with mysonicwall account:

Go to Monitor |System Status, click on Registration update needed link and enter the mysonicwall username and password and click submit. Once it shows license registration successful , download the technical support report again and check the server address for CFS. If it shows webcfs00.global.sonicwall.com (208.17.117.100) then the device will be able to communicate with our CFS server on Internet.

8. SonicWall appliance uses UDP port 2257 to communicate to the CFS server "webcfs00.global.sonicwall.com", ensure that port is Allowed on the upstream device.
9. Try to Restart / power cycle the SonicWall appliance and your Internet router device.

Resolution for SonicOS 6.2 and Below

The below resolution is for customers using SonicOS 6.2 and earlier firmware. For firewalls that are generation 6 and newer we suggest to upgrade to the latest general release of SonicOS 6.5 firmware.

Resolution or Workaround:

Following is a checklist for troubleshooting this CFS issue:

1. By using the DNS lookup diagnostics tool check if the DNS servers entered in the SonicWall appliance are able resolve the CFS server address "webcfs00.global.sonicwall.com". If necessary, change the DNS server IP address with the help of your ISP or set it to a working DNS IP address (e.g. 4.2.2.2 or 8.8.8.8).

2. Make sure CFS is activated on www.mysonicwall.com  account and the same is listed as LICENSED under System | Licenses page.

3. Content Filter type should be selected as SonicWall CFS (5.8) or Content Filter Service(5.9 and above) under Security Services | Content Filter | Content Filter Type.

For firmware 5.9 and above 

4. Try to synchronize licenses with mySonicWall.com, login to the SonicWall Management page, click on Security Services | Summary page, under Manage/Synchronize section click on the Synchronize button

5. Ensure you are using an updated version of the Internet browser. Delete cookies and other temporary Internet files.
6. Ensure that the latest version of firmware is installed on the SonicWall.
7. Download Tech Support Report (TSR) from the device System-|Diagnostics-|Download report. Open it in a wordpad and search for server address.

• Sometimes CFS shows licensed in device but it will not contain CFS server address or name. If it shows 0.0.0.0 then delete the license information from diag page and re-synchronize the device.
• Before deleting license information please make sure you have access to the mysonicwall account where the device is registered and also make sure sonicwall is able to communicate with license manager in the backend.
• To confirm sonicwall is communicating with license manager server please go to System-|Diagnostics and Select diagnostic tool as Check network settings and click on test for the license manager connectivity.
• If the result is success then we you can delete the license information from diag page and register the unit.

How to delete license information from diag page:

Replace the keyword main in URL with diag and click enter. Now the URL looks like https://172.27.60.78/diag.html. Click on Internal settings and scroll down to find Reset Licenses & Security Services Info. Click on that button and accept the changes at top and click on close.







How to resynchronize the device with mysonicwall account:

Go to System-|Status, click on Registration update needed link and enter the mysonicwall username and password and click submit. Once it shows license registration successful , download the technical support report again and check the server address for CFS. If it shows webcfs00.global.sonicwall.com (208.17.117.100) then the device will be able to communicate with our CFS server on Internet.



8. SonicWall appliance uses UDP port 2257 to communicate to the CFS server "webcfs00.global.sonicwall.com", ensure that port is Allowed on the upstream device.
9. Try to Restart / power cycle the SonicWall appliance and your Internet router device.