Support Alerts

Apr
30

AuthPoint Alert: The certificate for early AuthPoint adopters expires soon. We recommend you check the expiration date.

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The AuthPoint identity provider certificate will expire soon for some early adopters of the product. If your account is affected, and you do not replace this certificate before it expires, your AuthPoint users will not be able to authenticate to any of your SAML resources.

 

What is the AuthPoint IdP certificate used for?

The AuthPoint certificate is used to provide your SAML resources with the information necessary to identify AuthPoint as a trusted identity provider.

 

What happens when the certificate expires?

When the certificate expires, users cannot authenticate to any SAML resources.

 

...
Aug
02

WatchGuard Website Maintenance Alert

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Summary: We will be performing maintenance on our website which will prevent authentication to www.watchguard.com

When: Friday, 3 August, 3:00 AM to 8:00 AM UTC

Maintenance Window: 5 hours

Expected Impact Duration: 1 – 5 hours during which time a maintenance window page will be presented to users attempting to login to all WatchGuard websites.

Contact Information: For Sales or Support questions, you can find phone numbers for your region online. If you contact WatchGuard Technical Support, please have your registered appliance Serial Number or Partner ID available.

Sincerely,

Your WatchGuard...

May
07

WatchGuard will be doing website maintenance

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When: Sunday, May 20, 2018 at 12AM PDT / 7AM UTC
 
Maintenance Window: 1 hour
 
Expected Impact/Duration: During the maintenance window, users will not be able to log into to the WatchGuard.com website and will receive a maintenance notification page in lieu of the authentication page. 

Customers who are already logged into the website prior to the start of maintenance may receive an error page upon navigating to a new portal page.

Affected Services:

  • Deployment Services
  • Product Activation
  • AP Activation Service
  • Case creation

 

Contact Information
For Sales or Support questions, you can find phone...

Feb
21

Gateway Antivirus Issue: Root Cause Analysis

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Summary:
WatchGuard had an issue with Gateway Antivirus (GAV) signatures on February 7th , 2018 that affected M300, M200, and T35 appliances running firmware version 12.0 and later. An error in the signature file resulted in scan errors on the appliance. Depending on the appliance configuration, the Firebox may have prevented access to files received by email.

Root Cause
The issue was specific to PowerPC processor with 64-bit architectures (i.e., Firebox M300, M200, and T35/T35-W) running firmware version 12.0 and later with the Bitdefender Antimalware engine. A signature definition file,...

Jan
31

Recent WebBlocker Issue in Europe

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WebBlocker Incident Report
Users of the WebBlocker service in Europe experienced an outage late Thursday night that lasted into Friday morning, January 25 – 26, 2018. WatchGuard has worked closely with our partner Forcepoint over the last few days to analyze the failure and to put processes in place to ensure that events like this do not happen again. We are sharing details here so our partners and users are confident that we have addressed this issue.

Background
WebBlocker uses the Forcepoint ThreatSeeker Cloud URL database for web categorization, which is hosted in their ThreatSeeker Cloud...

Jan
02

GAV Outage for 11.10.5 and earlier software versions

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AV Signatures in 11.x releases

With the release of 12.0, WatchGuard introduced a new GAV engine to take advantage of new AV industry technology and would discontinue support for older AVG engines in Fireware 11.x by January 2018. GAV signature support for 11.10.7 and above will remain in place until April 2018.

As of December 31, 2017, appliances running 11.10.5 and earlier Fireware versions may be experiencing scan errors and observing the following messaging in the log files:

01-02 13:41:58 scand license init failed(The license has expired.)       Debug

2018-01-02 13:41:58 scand Instance...

Dec
19

Customer Support Access Changes

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As a loyal WatchGuard customer, I’m sure that you’re aware that WatchGuard is growing!  To address your future needs, WatchGuard Customer Support is changing the way our technicians connect to your WatchGuard appliance while working on a support case.

New Option to Enable Support Access

Over the years, you have used a list of IP addresses in a WatchGuard policy to grant our technicians access to a Firebox or XTM appliance to troubleshoot issues.  For added security and ease of granting WatchGuard Support access, we have added an additional Support Access feature to Fireware v12.0.1 

The...

Oct
20

Wi-Fi Key Reinstallation Attack “KRACK” Update: Protecting Unpatched Devices

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Summary
On October 16, 2017, security researchers announced several vulnerabilities in the WPA/WPA2 encryption protocol that affect countless Wi-Fi enabled devices worldwide. As a result of KRACK, Wi-Fi data streams, including passwords and personal data, can be intercepted, decrypted, and modified without a user’s knowledge. This security flaw means that, for vulnerable clients and access points, WPA- and WPA2-encrypted Wi-Fi traffic is potentially exposed until certain steps are taken to remediate the issue.

Presently, there are 10 known vulnerabilities that comprise KRACK. WatchGuard is...

Oct
16

KRACK (Key Reinstallation Attack) for WPA and WPA2 Vulnerabilities Update

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[Editor’s note: Article updated on 10/20/2017 with additional information about KRACK mitigation options from WatchGuard.]

On October 16, 2017, a statement from the International Consortium for Advancement of Cybersecurity on the Internet (ICASI) alerted the industry to a series of vulnerabilities for WPA and WPA2, named KRACK (Key Reinstallation Attack). These vulnerabilities affect a large number of wireless infrastructure devices and wireless clients, across many vendors. This security flaw means that, for vulnerable clients and access points, WPA and WPA2-encrypted Wi-Fi traffic is no...

Sep
14

Updates to Customer Support Phone System

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As of Monday 18 September, WatchGuard Customer Support is pleased to announce some upcoming improvements to our phone system. We are integrating our phone system and CRM systems so that we can automatically find your account and contact information when you call in for support. We will use your phone number, either the number you call from or a number manually entered by you when you call, to locate your details within our system. We will use this information to prioritize your call and route your call to the correct support representative. We have also made some minor improvements to our...

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