Is this a "good" technical support response?

bpatters69 · 03-27-2006, 11:06 AM

Just some quick bacground - I am having trouble connecting to a game server over my home DSL connection. I have a Netgear Router and a software firewall. I figured I would try contacting the software firewall company this morning via chat.

The rep she did not have any expertise with the Netgear router. Makes sense. I said "ok" pretend the Netgear does not exist. What would you suggest then? Read below. Names removed for obvious reasons:

Tech Lady: You need to check if you are able to play the game with our firewall program disabled.

Me: Are you telling me to disable the your firewall?

Tech Lady: Yes, and then check if you are able to play the game. This would narrow down the issue you are experiencing.

Me: So I would only be protected by the Netgear. correct?

Tech Lady: My expertise is in products and software available through McAfee so I cannot comment about Netgear.

Me: Ok. Pretend the Netgear did not exist. Would you still recommend that I disable my your firewall, Virus prot, etc to see if a game can be played? Isn't that risky?

Tech Lady: You need to check it if you are able to play the game.

Tech Lady: This would narrow down the cause of the issue.

Me: Won't I be exposed to viruses and hackers?

Tech Lady: If you are playing the game from the trusted web site then it is not exposed.

Me: Explain what you mean by trusted website? As I understand it, I am connecting to a remote server over the internet. Where would I configure the remote server as trusted?

Tech Lady: You need to disable to check if you are able to play the game.

Me: Can you answer my last question? I understand your logic.

Tech Lady: If the website from which you are playing the game is genuine then you need not worry about it.

I could be wrong, but if I do not have any type of firewall protecting my computer, aren't I opening myself up to every hacker and virus imaginable? Just because I am not browsing the Internet (just connecting to the game server), I still could be hacked or get a virus, right?

cjschaf · 03-27-2006, 12:09 PM

That is great support, if you don't want your question answered. You are correct that you would be exposed if you turn your firewall off (assuming there isn't an additional firewall on your router). You should go to the support page for the game. On there you will be able to find information about what port needs to be opened on your firewall for a better gaming experience.

bpatters69 · 03-27-2006, 01:59 PM

"You should go to the support page for the game. "

I would agree, however; the game folks told me that my problem was probably related to my firewall.

**johnwill** · 03-27-2006, 04:08 PM

Any router will protect you from incoming threads, because the "firewall" component is the NAT layer, all routers have it. FWIW, I have no software firewall products on any of my machines here, and I've run that way for years. The router's protection has done the job for me. I run current AV and spyware protection, and I don't go to suspect sites.

IMO, turning off the firewall is a valid diagnostic procedure, especially since you do have the router's protection.

Volt-Schwibe · 03-27-2006, 10:09 PM

i agree with johnwill.

for years i ran with only a router, and it stopped all the incoming crud i normally would have had to deal with.

(then i started worrying about outbound because i do go to suspect sites, daily. and i cannot risk a keylogger nailing me.)

but, if you have a NAT router, and you are sure you don't have anything on your machine that's going to "reach out and touch someone" then you would be extremely safe turning off your firewall long enough to run this test.

the thing that worries me, is that she suggests you try this without considering the NAT device in the chain. (you did point blank ask her about what if you weren't using a router at all.)

she apparently does not know what she is talking about, as without even an NAT layer, you are not safe from inbound either, and she was professing your safety to you repeatedly. (but sadly, she is correct, you do need to find out if the firewall is the problem, so it's a catch 22 in that situation.)

but, like johnwill stated, since you have an NAT layer, it's a valid test, one that gamers have to do almost every time they configure a new multiplayer game on their pc.

out of curiosity's sake, what game?

pperker · 07-08-2009, 04:53 AM

A router protects you from incoming threads and if you turn your firewall off, You should go to the support page for the game.

_____________________________

technical support

fej2008 · 07-08-2009, 07:01 PM

I don't have a router at home, no software for firewall, i'm just using the windows built-in firewall, playing games for 5 years now, almost all of them are online. I just have AVG and some antispyware program. In your case, you have router that has a firewall and you should be protected already, too many firewalls might interfere a game but without firewall, you can run a game as smooth as silk. Just sharing my experience, you just need to keep an eye on those pop-ups like ads and be careful on websites trying to pretend your game site or sites that provides support to your game because most of the time you will get keylogs and any hack stuff from a website and not from connecting to the game or while playing the game... :)

03-27-2006, 11:06 AM	#1 (permalink)
bpatters69 Registered User Join Date: Mar 2006 Posts: 31 OS: Windows XP, SP2	Is this a "good" technical support response? Just some quick bacground - I am having trouble connecting to a game server over my home DSL connection. I have a Netgear Router and a software firewall. I figured I would try contacting the software firewall company this morning via chat. The rep she did not have any expertise with the Netgear router. Makes sense. I said "ok" pretend the Netgear does not exist. What would you suggest then? Read below. Names removed for obvious reasons: Tech Lady: You need to check if you are able to play the game with our firewall program disabled. Me: Are you telling me to disable the your firewall? Tech Lady: Yes, and then check if you are able to play the game. This would narrow down the issue you are experiencing. Me: So I would only be protected by the Netgear. correct? Tech Lady: My expertise is in products and software available through McAfee so I cannot comment about Netgear. Me: Ok. Pretend the Netgear did not exist. Would you still recommend that I disable my your firewall, Virus prot, etc to see if a game can be played? Isn't that risky? Tech Lady: You need to check it if you are able to play the game. Tech Lady: This would narrow down the cause of the issue. Me: Won't I be exposed to viruses and hackers? Tech Lady: If you are playing the game from the trusted web site then it is not exposed. Me: Explain what you mean by trusted website? As I understand it, I am connecting to a remote server over the internet. Where would I configure the remote server as trusted? Tech Lady: You need to disable to check if you are able to play the game. Me: Can you answer my last question? I understand your logic. Tech Lady: If the website from which you are playing the game is genuine then you need not worry about it. I could be wrong, but if I do not have any type of firewall protecting my computer, aren't I opening myself up to every hacker and virus imaginable? Just because I am not browsing the Internet (just connecting to the game server), I still could be hacked or get a virus, right?

03-27-2006, 12:09 PM	#2 (permalink)
cjschaf Registered User Join Date: Oct 2004 Location: Buffalo Posts: 117 OS: Vista	Uuuummmmm.... That is great support, if you don't want your question answered. You are correct that you would be exposed if you turn your firewall off (assuming there isn't an additional firewall on your router). You should go to the support page for the game. On there you will be able to find information about what port needs to be opened on your firewall for a better gaming experience.

03-27-2006, 04:08 PM	#4 (permalink)
johnwill Manager, Networking Forums Join Date: Sep 2002 Location: S.E. Pennsylvania, US Posts: 41,787 OS: Windows 7, XP-Pro, Vista, Linux Blog Entries: 1	Any router will protect you from incoming threads, because the "firewall" component is the NAT layer, all routers have it. FWIW, I have no software firewall products on any of my machines here, and I've run that way for years. The router's protection has done the job for me. I run current AV and spyware protection, and I don't go to suspect sites. IMO, turning off the firewall is a valid diagnostic procedure, especially since you do have the router's protection. __________________ If TSF has helped you, Tell us about it! or Donate to help keep the site up! Microsoft MVP - Windows Desktop Experience

03-27-2006, 10:09 PM	#5 (permalink)
Volt-Schwibe Asst. Manager, Automotive Forums; HJT Trainee Join Date: Jan 2003 Location: Behind you, watching you as you type. Posts: 7,372 OS: Click "My System" to view details My System	i agree with johnwill. for years i ran with only a router, and it stopped all the incoming crud i normally would have had to deal with. (then i started worrying about outbound because i do go to suspect sites, daily. and i cannot risk a keylogger nailing me.) but, if you have a NAT router, and you are sure you don't have anything on your machine that's going to "reach out and touch someone" then you would be extremely safe turning off your firewall long enough to run this test. the thing that worries me, is that she suggests you try this without considering the NAT device in the chain. (you did point blank ask her about what if you weren't using a router at all.) she apparently does not know what she is talking about, as without even an NAT layer, you are not safe from inbound either, and she was professing your safety to you repeatedly. (but sadly, she is correct, you do need to find out if the firewall is the problem, so it's a catch 22 in that situation.) but, like johnwill stated, since you have an NAT layer, it's a valid test, one that gamers have to do almost every time they configure a new multiplayer game on their pc. out of curiosity's sake, what game? __________________ <signature> TSF is funded by our Admin's pocket, care to help? Power Tip: Subscribe to your thread (Thread Tools) to receive an instant email notification when you get a reply. New Members: Creating a single new thread in the correct section is the best way to assure your thread will receive a reply. </signature> Last edited by Volt-Schwibe; 03-27-2006 at 10:19 PM.

07-08-2009, 04:53 AM	#6 (permalink)
pperker Registered User Join Date: Jul 2009 Posts: 1 OS: xp	Re: Is this a "good" technical support response? A router protects you from incoming threads and if you turn your firewall off, You should go to the support page for the game. _____________________________ technical support

03-27-2006, 01:59 PM	#3 (permalink)
bpatters69 Registered User Join Date: Mar 2006 Posts: 31 OS: Windows XP, SP2	"You should go to the support page for the game. " I would agree, however; the game folks told me that my problem was probably related to my firewall.

07-08-2009, 07:01 PM	#7 (permalink)
fej2008 Registered User Join Date: Jun 2009 Posts: 263 OS: Windows XP SP2	Re: Is this a "good" technical support response? I don't have a router at home, no software for firewall, i'm just using the windows built-in firewall, playing games for 5 years now, almost all of them are online. I just have AVG and some antispyware program. In your case, you have router that has a firewall and you should be protected already, too many firewalls might interfere a game but without firewall, you can run a game as smooth as silk. Just sharing my experience, you just need to keep an eye on those pop-ups like ads and be careful on websites trying to pretend your game site or sites that provides support to your game because most of the time you will get keylogs and any hack stuff from a website and not from connecting to the game or while playing the game... :)