FAQ

I cannot enter the registration key. "Register" button is not active. Can't set up mail delivery. How do I make my game (bank client application, payment system, etc ) work with UserGate? I get a "Server not found" error when connecting to the Internet, although NAT rules are set up properly. Where are all UserGate settings stored? How do I upgrade my UserGate version? Can I limit Internet connection speed for a specified user? How can I enable the 'ping' command? How can I move a user to a different group? When I start UserGate, I get an error "StartServiceCtrlDispatcher failed, error 0x427". What is the "number of simultaneous users" that I have to take into account when buying UserGate? How can I forbid using ICQ?

• I cannot enter the registration key. "Register" button is not active.

  Most likely, the 'Register' button is not active because UserGate Administrator module is not connected to UserGate Server. To make sure the modules are connected, go to 'Logs' page and check for the entry that looks similar to this:

  "09:03.15 Connected to localhost, version... "

  If there is no connection with the server part, launch UserGate Server and press the Connect button.

  If you cannot establish connection, check the 'UserGate.exe' on Processes tab of your Windows Task Manager. Check the file 'UserGate.exe.log' located in the UserGate directory for any error messages. It is possible that UserGate Server is not launching because of the errors in the configuration file (config.cfg) or the statistics database (log.mdb).

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• Can't set up mail delivery.

  In order to set up mail delivery through UserGate, it is necessary to enable the predefined SMTP and POP3 NAT rules and apply these rules to a user or a group of users. Check the accuracy of the Mail Client settings on the computer with a direct Internet access. In case the Mail Client settings are correct, check the DNS settings. In the command line of the user computer enter the following:

  nslookup pop.mail.yahoo.com

  or

  nslookup smtp.mail.yahoo.com

  If DNS is set up properly, you will get the IP addresses of the requested mail servers. If the IP addresses are defined correctly, but mail delivery still doesn't work, check if the server ports used (25 and 110 TCP) are not occupied by any other service (use command 'netstat -a').

  In case the ports are free, check if they are not closed by a third party firewall.

  NOTE: Windows XP has build-in firewall enabled by default.

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• How do I make my game (bank client application, payment system, etc…) work with UserGate?

  You need to find out what port and protocol the program uses, create a corresponding NAT rule for this port and apply it to the user or group of users.

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• I get a "Server not found" error when connecting to the Internet, although NAT rules are set up properly.

  This may happen when DNS is not set up properly. There are two ways to set up DNS:

  • DNS forwarding.

    • In the 'General' section of Settings tab enable DNS forwarding.
    • Specify IP addresses of DNS servers that will be used (separate entries with ';' if needed).
    • On the computers of your network, set the computer address with UserGate as a DNS server in TCP/IP protocol settings.
    • Set the computer address with UserGate as a gateway in TCP/IP protocol settings on computers of your network.

  • Using NAT rules.

    • Make sure that DNS forwarding is disabled (in the General section of Settings tab).
    • Create a NAT rule called "DNS" with open port 53 and UDP protocol.
    • On computers of your network, set DNS servers of your ISP as a DNS server in TCP/IP protocol settings.
    • On computers of your network, set the computer address with UserGate as a gateway in TCP/IP protocol settings.

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• Where are all UserGate settings stored?

  All UserGate settings are stored in 'config.cfg' file located in the UserGate directory. Information is stored in xml format and can be edited with third parties software. Unicode encoding is used.

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• How do I upgrade my UserGate version?

  Log in to www.entensys.com using your login name and password and download a new UserGate installer file. Make sure that UserGate Server and UserGate Administrator are not loaded (Ctrl+Alt+Del to see all running applications). Install the new version to the same folder where the previous version is stored. Restart your computer.

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• Can I limit Internet connection speed for a specified user?

  Yes, this could be done in user settings located in the Users section. Set up the maximum speed for incoming and outgoing traffic in Kb/sec for the selected user.

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• How can I enable the 'ping' command?

  By enabling the Nat rule for the ICMP protocols.

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• How can I move a user to a different group?

  Make sure that the group you are going to move the user to exists. Then go to the user's settings tab and select the right group in the "Group" drop-down list. Apply the changes.

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• When I start UserGate I get an error "StartServiceCtrlDispatcher failed, error 0x427".

  This error occurs in case UserGate is installed as a service, while there's an attempt to launch it as a regular program. To start UserGate as a service, type 'net start UserGate' in the command line. If you want to start UserGate as a regular program, you need to uninstall the service first.

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• What is the "number of simultaneous users", that I have to take into account when buying UserGate?

  Licensing parameter "number of simultaneous users" is the maximum number of your LAN users who can work on the Internet at the same time (regardless of the number of Internet applications launched on their computers).

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• How can I forbid using ICQ?

  Create a rule closing connection at *login.icq.com* website request. Apply this rule to all users.

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