Troubleshooting

Troubleshoot your Cloud, On-Premise and Hybrid solutions.

Support

Overview of Smoothwall deployment setups We work with your organisation to determine and deploy the optimal configuration of our Smoothwall products. This art...
Smoothwall Appliance Installation Policy This article applies to all customers who have purchased Smoothwall Filter and/or Firewall that includes the Smoothwa...
Which Smoothwall team should I contact? Alongside our Website and Help Centre (which you’re reading right now), you can always get in touch with our teams! T...
Not getting update emails for my Support Tickets There are four main reasons why you may not be receiving email replies to the Support Tickets you have raised with ou...
Reset my Smoothwall Help Centre password To reset your password: Ensure you see kb.smoothwall.com in the URL. Select Sign in in the top right. Select Forgot ...
Sign up to the Help Centre To raise Support Tickets, you need to be a verified contact at your organisation. If you aren’t a verified contact: ...
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On-Premise Appliance Troubleshooting

Smoothwall Appliance and Cloud Portal Start of Year Maintenance Checklist Download the following checklist for your IT team or DSL to prepare Smoothwall each year. Complete these steps well ...
Smoothwall Hardware Appliance Specifications To use Smoothwall’s On-Premise solution, you must choose one of our hardware appliances. The appliance will be sent t...
Support for hardware failure, upgrades and RMAs  If you have one or more Smoothwall On-Premise Appliances, you may: Want to upgrade your hardware to a model with gre...
Replace Smoothwall Appliance Hard Disk Drives (HDDs) Follow this article in the event of an RMA or hardware upgrade if your Smoothwall Appliance is an Apligo model with f...
Find my UNCL or Serial Number   When you raise a ticket with our Support Team, we may ask you for a Serial Number to help verify your identity. Th...
Block Apple iCloud Private Relay for filtering   To ensure undesirable websites and content are blocked, Apple iCloud Private Relay must be blocked, as it can bypa...
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Cloud Filter Troubleshooting

Smoothwall Appliance and Cloud Portal Start of Year Maintenance Checklist Download the following checklist for your IT team or DSL to prepare Smoothwall each year. Complete these steps well ...
Filter Mode 1 and 2 in Diagnostics  When you use the Diagnostics page, Filter Mode should show as Mode 2.What are the different Filter Modes?Mode 1Smoot...
Cloud Filter issues with Microsoft Edge v130 Last updated: Fri 25th October, 11:00 BST (UTC+1) to add resolution details.   On Tue 22nd October 2024, we received ...
Cloud Filter Policy locked by Admin making changes   When another Administrator is making changes in your On-Premise Appliance, you can’t publish changes on Cloud Filt...
Run Diagnostics to troubleshoot issues with Cloud Filter   The Smoothwall Diagnostics page can be accessed on each device on a network using Cloud Filter, such as an iPad. Y...