Firewall issues

Personal Firewalls

A personal firewall is a security barrier between your computer and the Internet that blocks or manages communications in and out of your computer. The Freshtel internet phone may be blocked by your personal firewall which means it may not work properly.

Generally your firewall package will have a list of programs that you can choose to allow internet access to or block internet access from. Make sure you allow Freshtel internet phone to connect to the internet through your firewall, the Freshtel internet phone software may also be represented on the firewall list as FreshtelIP.exe

To help you to resolve the most common issues experienced with firewall software we've provided some simple instructions for each of the major packages. Simply click on the relevant link below and follow the instructions.

• Norton Internet Security 2005
• F-Secure Internet Security 2006
• Zone Alarm (Free Version)
• Windows XP SP2 Firewall
• Windows Vista Firewall
• McAfee Personal Firewall Plus 7

If you have a hardware firewall and are experiencing difficulties click here for further information.

Norton Internet Security 2005

Quick-Guide to allowing Freshtel internet phone to work with Norton Internet Security 2005

1. Open up Norton Internet Security 2005
2. Select Personal Firewall and click the configure button
3. Click the Programs tab and find Freshtel Internet Phone in the list of programs
4. Right click and select Permit All
5. Click Ok
6. You will now be back at the main Norton Internet Security 2005 screen
7. Close Norton Internet Security 2005
8. Restart Freshtel Internet Phone and test you connection by calling the test number.

Norton Internet Security 2005 Tutorial
This tutorial has been produced for people who are running Norton Internet Security 2005 and are having connection issues.

Problem:

Can’t connect to the Freshtel internet phone network and the following message dialogue box appears when Freshtel internet phone is loaded:

OR the online status indicator is Grey and will not change to Green.

This Connection Error generally appears when Freshtel internet phone doesn’t have an Internet connection or is being blocked by a firewall such as Norton Internet Security 2005. This tutorial will help you set up your Norton Internet Security 2005 to work with Freshtel internet phone.

Solution:

1. Open up Norton Internet Security 2005
2. Select Personal Firewall and click the configure button
   
   
   
   
3. Click the Programs tab and find Freshtel internet phone in the list of programs below:
   
   
   
   
4. Right click and select Permit All
   
   
   
   
5. Click OK
6. You will now be back at the main Norton Internet Security 2005 screen
7. Close Norton Internet Security 2005
8. Restart Freshtel internet phone and test your connection by calling the Test Number

F-Secure Internet Security 2006

Installation Process
During Installation the following pop-up screen may appear immediately after inserting the getting started CD:

1. Click the ‘Allow’ button to continue installation.
   Upon launching the Freshtel internet phone on-screen phone application, the following screen may appear:
   
   
   
   
2. Check the “Donot show this dialog for this program again” box
3. Click the “Allow” button to start the on-screen phone.

Allow Freshtel internet phone after installation
If you keep experiencing firewall messages, you need to change the application permission settings in the F-Secure firewall.

1. Select “ Start” | “All Programs” | “F-Secure Internet Security 2006” | “Open F-Secure Internet Security 2006” to bring up the following window:
   
   
   
   
2. Click the “ Internet Shield ” tab on the left hand side of the window.
   
   
   
   
3. Click the “ Configure… ” text along side the “ Applications allowed/denied ” text.
   
   
   
   
4. Select the “ FreshtelIP.exe ” application from the list, you may need to scroll down to find it.
5. Click “ Details ”
   
   

Ensure the Allow radio button is selected for the Outbound and Inbound actions.

Click OK.

Zone Alarm (Free Version)

Adding custom ports
You can allow communication through additional ports at High level security setting, or block additional ports at Medium level security by specifying individual port numbers or port ranges.

To specify additional ports:

1. Select Firewall | Main.
2. In either the Trusted Zone or Internet Zone area, click Custom.
   The Custom Firewall settings dialog appears.
3. Scroll to the security level (High or Medium) to which you want to add ports.
4. Select the desired port type: incoming UDP, outgoing UDP, incoming TCP, or outgoing TCP. For the Freshtel internet phone, we want Incoming and Outgoing UDP.
5. Type the port or port ranges you want to allow or block in the Ports field, separated by commas. For example, 4569
6. Click Apply, then click OK.

Granting a program permission to access the Internet
Many of your most commonly used programs can be automatically configured for safe Internet access. To determine whether a program was configured manually or automatically, select the program in the Programs List and refer to the Policy field in the Entry Details area.

To grant a program permission to access the Internet:

1. Select Program Control | Programs.
2. In the Programs column, click the program (Freshtel internet phone, or FreshtelIP.exe) for which you want to grant access, then select Allow from the shortcut menu

If you are running Windows XP SP2 with the Windows Firewall enabled, it may stop the Freshtel Internet Phone from accessing the Internet. To resolve this issue you will need to edit the Firewall settings.

1. Click on Start > Settings > Control Panel
2. Double-Click on the Windows Firewall icon within the Control Panel
3. Switch to the Exceptions tab
4. Find the ‘FreshtelIP’ program and confirm it is allowed.
   
   

If the tick box next to FreshtelIP is not selected, then the Windows Firewall will be blocking that program from accessing the Internet. Select the tick-box and click on the OK button.

If the ‘FreshtelIP’ program entry does not appear you will need to manually add it to the list of exceptions.

1. Click on the Add Program… button.
2. Find the Freshtel internet phone program in the Program List
   
   
   
   
3. Select the program and click on the OK button.
4. Click OK to apply the new settings.

The Freshtel internet phone should now function correctly.

If you are running Windows Vista with the Windows Firewall enabled, it may stop the Freshtel Internet Phone from accessing the Internet. To resolve this issue you will need to edit the Firewall settings.

1. Click on Start > Control Panel
2. Under the Security icon, select the option Double-Click on the Allow program through Windows Firewall
3. Select Continue when User Account Control prompt appears
4. Switch to the Exceptions tab
5. Find the ''Freshtel internet phone' program and confirm it is allowed

If the tick box next to Freshtel internet phone is not selected, then the Windows Firewall will be blocking that program from accessing the Internet. Select the tick-box and click on the OK button.

If the ‘FreshtelIP’ program entry does not appear you will need to manually add it to the list of exceptions.

1. Click on the Add Program… button.
2. Find the Freshtel internet phone program in the Program List
   
   
   
   
3. Select the program and click on the OK button.
4. Click OK to apply the new settings.

The Freshtel internet phone should now function correctly.

How do I Check Which Applications Have Been Blocked by Personal Firewall Plus?
Use the Internet Applications page to view the list of allowed and blocked applications.

1. Right-click the McAfee icon by your system clock.
2. Click Personal Firewall.
3. Click Internet Applications.

The Internet Applications page provides the following information:

1. Application names
2. File names
3. Current permission levels
4. Application details: pathnames, permission timestamps, and explanations of permission types

How do I change the access permissions of an application?
Right-click the McAfee icon, point to Personal Firewall, then click Internet Applications.

1. In the Permissions list, right-click the permission level for an application, and choose a different level:
2. Click Allow Full Access to allow the application to both send and receive data.
3. Click Outbound Access Only to prevent the application from receiving data.
   Note: Once the computer is rebooted, the permission level will revert back to Allow Full Access. If you want the application access level to be outbound traffic only, it is recommended that you change the security level to Tight Security.
4. Click Block This Application to prevent the application from sending or receiving data.

Note: Previously blocked applications continue to be blocked when the firewall is set to the Open security setting or Disabled. To prevent this from occurring, you can either change the application's permissions to Full Access or simply delete the blocked permission rule in the Permissions list.

To delete a permission level:

1. Right-click the McAfee icon, point to Personal Firewall, then click Internet Applications.
2. In the Permissions list, right-click the permission level for an application, and click Delete Application Rule.

The next time the application requests Internet access, you can set its permission level to re-add it to the list.

Allowing Traffic through a Specific Port:

1. Right-click the McAfee icon by your system clock.
2. Click Personal Firewall.
3. Click Inbound Events.
4. Right-click on the event that used the port.
5. Click Allow Traffic on this Port.
6. Modify the port and name, as needed.
7. Click OK.

Similar to a personal firewall a hardware firewall is a firewall that communications in and out of your network with the only exception that the firewall is run on a server or network gateway. In many cases you may be working in an office environment where a dedicated firewall is running in front of your network and thus restricting you from using Freshtel internet phone.

I’m in an office environment where my access is restricted
First you will need to get you technical administrator to make the following changes in you firewall:

To allow a hardware firewall to work with Freshtel internet phone you will need to open port 4569 for all incoming IP address’s and outgoing IP address’s note for UDP Traffic.