Smoothwall Cloud Filter having issues this morning

[ThomL]

How did the conflict start? Was a change made to one of the syncs or an update or similar - seems odd they would suddenly start conflicting otherwise? Just wondering if this is the root cause or if your chasing ghosts is all 🙂

[tom_newton]

1 hour ago, timbo343 said:

Back onsite and the issue remains - defaulted the users back to Default Users. I give up with this!!

 

Also tethering my phone to the chromebook using mobile phone 4g data makes no difference.

 

Why would the cloud filter extension be reporting back Groups instead of OU paths from Google?

 

And why can I not delete directories or Smoothwall Groups on the Cloud portal because neither the onPrem box will let me delete groups and neither can the cloud portal. It's like it's stuck in a loop.

 

.. and support are being less than helpful - I've not heard anything from them. You Tom, are the only one that seems active from a support perspective. Is that how Smoothwall are operating now?

 

Update - 7:40am - It's the Azure sync and Google directory sync that are conflicting against each other. This started happening Tuesday 1st July 25 / Wednesday 2nd July 25.

Let me escalate this again, I'll make sure we get to the bottom of it. 

 

Tom

[timbo343]

25 minutes ago, ThomL said:

How did the conflict start? Was a change made to one of the syncs or an update or similar - seems odd they would suddenly start conflicting otherwise? Just wondering if this is the root cause or if your chasing ghosts is all 🙂

I'm not sure. I was offsite at another school and got reports that pinterest wasn't working as we have some pretty specific rules with pinterest.

 

It then started working without any fix Wednesday afternoon and then Thursday it stopped again.

 

I would say the issue started on it's own and there are parts of Cloud filter that are greyed out which look like they are in development and causing loops / conflicts between onprem and cloud.

[timbo343]

13 minutes ago, tom_newton said:

Let me escalate this again, I'll make sure we get to the bottom of it. 

 

Tom

Thanks Tom. It's just annoying that I logged it as a High, could have logged as an urgent but it was getting to a point, now on 3rd day where things were not working. It took me until around 1am this morning and in early again to work out the issue.

 

I feel that is not acceptable especially when I've had to troubleshoot an issue which from what I understand was no fault of our own.

 

I'm not personally annoyed at you Tom because I appreciate you being on here to offer support (as probably all Smoothwall users), I'm more annoyed at Smoothwall Support and I get you are the in-person brand of Smoothwall and are very proud of Smoothwall. This time, I feel a bit let down by Smoothwall support.

[tom_newton]

I get it Tim. Looking at the ticket people have put internal notes on it, but not actually responded, which is no good to you.

My suggestion is to keep updating the ticket with your findings (as it helps to have all the data in one spot), but I have brought it to the attention of management that the ticket wasnt handled particularly well.

I would also suggest err on the side of "ring and make it a P1" if you feel its a P1.

 

As for a diagnosis - theres not been any changes on our side AFAIK, so im still a bit stumped as to why your 2 directories have suddenly started fighting.

[timbo343]

As soon as the directory sync to Smoothwall Cloud from the OnPrem box for Azure AD, ticking Enabled and Directory In Cloud Portal - at the moment there is nothing in the Azure directory sync, the ChromeOS extension doesn't work with the Google OUs.

 

IT appears that when the Azure directory syncs, that becomes the master but once the Google directory syncs, that then because the master directory.

 

Should both Google and Azure have the box ticked to Directory in Cloud Portal or should only one directory be ticked?

 

I've got my on premise AD syncing to Azure (Entra) AD so I wonder if this is why the cloud filter extension on ChromeOS getting confused.

I'll update the ticket tomorrow to see what support say. 

[tom_newton]

It depends if you need both - if just one directory can provide the info needed, then one directory is ideal