> For the complete documentation index, see [llms.txt](https://eaclouddoc.eauditor.eu/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://eaclouddoc.eauditor.eu/eacloud-docs-en/features/it-management/firewall/troubleshooting.md).

# Troubleshooting

This page helps resolve the most common issues related to creating, deploying, and operating Microsoft Defender Firewall rules.

Find the symptom in the table below, then expand the relevant item to review the recommended actions.

### Quick diagnostics

| Problem                                                         | What to check first                                                                      |
| --------------------------------------------------------------- | ---------------------------------------------------------------------------------------- |
| The rule was not applied on the computer                        | Whether eAgent connected to the server after the rule was saved                          |
| The deployment status does not have the value OK                | System notifications and rule parameters                                                 |
| The rule does not work as expected                              | Whether it is active and whether the correct profile, direction, and action are selected |
| The application lost communication after the rule was activated | Disable the rule and check whether communication returns                                 |
| Cannot edit the rule                                            | Whether the edit icon is grayed out                                                      |

### Rule deployment

<details>

<summary><strong>The rule was not applied on the computer</strong></summary>

The rule is deployed when eAgent connects to the server and downloads the current configuration.

Check:

* whether the computer is available,
* whether eAgent is functioning properly,
* whether the computer is still assigned to the rule,
* status in the column **Deployment Status**.

</details>

<details>

<summary><strong>The deployment status does not have the value OK</strong></summary>

Verify:

* whether the specified program exists on the computer,
* whether the path to the program is correct,
* whether the correct TCP or UDP protocol was selected for the port rule,
* whether the correct local port was specified.

</details>

### Rule operation

<details>

<summary><strong>The rule was deployed, but it does not work as expected</strong></summary>

Check whether:

* the toggle in the column **Active** is enabled,
* the correct traffic direction was selected - inbound or outbound,
* the correct action was set - allow or block,
* the rule covers the network profile in use - Domain, Private, or Public,
* the computer does not have other firewall rules deployed locally, through GPO, Intune, or another tool.

</details>

<details>

<summary><strong>The application or service lost communication after the rule was activated</strong></summary>

Disable the rule using the toggle in the column **Active**. After eAgent downloads the changes, check whether communication has been restored.

If the issue has been resolved, verify the rule parameters before enabling it again.

{% hint style="warning" %}
Test new blocking rules on a single computer first. Only after confirming they work should you assign them to more devices.
{% endhint %}

</details>

<details>

<summary><strong>Cannot edit the rule</strong></summary>

A grayed-out edit icon indicates a system-protected rule. It cannot be changed from eAuditor Cloud.

</details>

### Before submitting a ticket to support

#### Bug report

For the ticket to be analyzed efficiently, it should contain all information required by the procedure below.

Tickets should be sent to:

<support@eauditor.eu>

In the ticket content, provide:

* the contact details of the person responsible for communication regarding the ticket,
* as detailed a description of the issue as possible,
* the name or login of the user affected by the issue,
* the name of the associated computer,
* whether the issue affects one or multiple users,
* the name of the tab where the issue occurs,
* a description of the steps taken to resolve the issue independently,
* the date and time the issue occurred,
* the eAgent status and the date of the computer's last connection,
* the applied filters and the selected time range,
* screenshots, error messages, or other materials helpful for analysis.

After sending the message to <support@eauditor.eu> the ticket will be automatically confirmed with a reply message.

If you do not receive a confirmation, the ticket may not have reached the support team. In that case, verify the recipient address and send the message again.

{% hint style="danger" %}
Do not send passwords, login credentials, access keys, or any other authentication information. If the analysis requires additional data, technical support will indicate a secure way to provide it.
{% endhint %}


---

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