Solution:
We have not evaluated the specific product that you have inquired about,
or the specific issue with the application you have inquired about. We
would like to give you a few methods to attempt to correct the problem you
are having. Almost every program we have ever tested can work with ZA.
Verify it is a ZoneAlarm issue, by right-clicking on the ZA icon near the
clock, and select Shutdown ZoneAlarm. You should no longer have a ZA
icon by the clock. Launch the application that you are having trouble with,
and attempt to use it. If the application now works correctly, please follow
the troubleshooting guide. If the application still DOES NOT work, then the
issue is not caused by ZoneAlarm.
If ZoneAlarm is not running, restart it by clicking START -> PROGRAMS ->
Zone Labs -> ZoneAlarm. After a short pause you should have a ZA icon
by the clock. Launch the application that you are having trouble with, and
attempt to use it. If any popup appear, allow the application access,
including checking the box to remember your answer.
Be sure to log all alerts from the Alerts -> Advanced screen, or you may
miss the ones you need.
Verify with the software manufacturer if the application requires access,
server rights (i.e. has to listen for incoming connections), or if there are
other special requirements for using the software through a firewall (such
as opening specific ports). Verify that the application is listed in the
programs tab of the ZA program list. If it is not listed, you may need to
add the program manually. To find out how to do this:
- Open The ZoneAlarm console, then press F1.
- From the search tab, type ADDING and press enter
- Double-click on 'Adding a program to the program list.'
Try giving the application that is listed connect and server rights by making
sure there are green check marks next to the program. Try running the
program again and see if it is working. If not, follow the process below.
Click on the ALERTS & LOGS -> LOG VIEWER Panel and find out what the
last few alerts were. If it appears an IP address is being blocked when you
launch the program, you can try adding that address to your Trusted Zone
(this could include DHCP, DNS or a server that the application needs to
connect to). To find out how to do this:
- Open The ZoneAlarm console, then press F1.
- From the search tab, type Trusted Zone
- Double-click on 'Adding to the Trusted Zone' and follow the instructions
there.
- Try your program again. If unsuccessful you may need to add additional
IP addresses to the Trusted Zone.
Many applications have an FAQ for firewall configuration on their
manufacturers page, and you can try to use this as a shortcut to add the
appropriate ports that you want open. (Note - Using the STOP or LOCK
features will block network access, and DHCP renewal, possibly causing loss
of your Internet connection. If you experience any problems, do NOT use
these.) Click on the ALERTS & LOGS -> LOG VIEWER panel again to find
out the last few alerts. Try to isolate the alert that is related to your
program that is being blocked. Note the port that is being blocked either
incoming or outgoing, and whether the blocked packet is UDP or TCP.
Using this information, you can open specific ports. For more information
on how to do this:
- Open The ZoneAlarm console, then press F1.
- From the index tab, type SECURITY
- Under Security components, double-click on Customizing.
If you need additional assistance with a paid ZoneAlarm product, please contact a live support agent using our Live Chat option below:
 |
Our agents are standing by
to help you. Click to chat. |
|
|
|
 |
|
