Equipment Support > Hardware By Brand > Linksys > RVS 4000 Support email to Cisco

RVS 4000 Support email to Cisco

I have the same router as you... and I'm a little dissapointed with the lack of support from Cisco. You would think by now a new IPS sig would have been released.

reply to Jan Janowski
Got any Idea what "-IPSEC EVENT: KLIPS device ipsec0 shut down" Means???
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I googled it and most of the results show your post here and the one I assume is you on the linksys/cisco pages. I find it disturbing that no one there has even attempted to reply to you.

The only other reference I saw to that line was to something called OpenS/wan. Their issue seemed to be related to running out of RAM. At least, that's what they were assuming. No one ever posted a definite answer to any of the threads.

I usually have had pretty good experiences with Linksys support. It really changes my mind about them to see this. Especially when I was intending on upgrading to this exact router when I finally get everything switched over from 10/100.

reply to Jan Janowski
I don't see this event in my logs?
I'm using older firmware: 1.1.14 IPS: 1.40

reply to Jan Janowski
Actually, it doesn't appear in the logs!!
It is Emailed to me!

I have email enabled, and set to only email after a certain amount of log entries..... This is a Gateway, not a Router, so entries are few and far between...
However, I still get the two emails...
Reminding me that my IPS Signature is too old, Please Update it!!!!
and
-IPSEC EVENT: KLIPS device ipsec0 shut down

Now it stands to reason that if I have emails enabled, and set NOT TO EMAIL Unless 3 or 5 or more threats are perceived....

You'd think that until you hit that 3 to 5 number.... You'd get no emails.... But NO!!

I get the above two emails weekly....
One is a Nag telling me to update my IPS.... (I would -- Gladly do so... if one were available!)

And the second...... I haven't a clue....

And Yes, I have NOT received any response yet from Cisco Support.. Kind of like posting at the Linksys forums at Linksys.... (Get pretty good info here, though!!)
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reply to Jan Janowski
No answer yet.... Sent second email...

and this time copied myself.... In a few days will send one every day... to make sure they have it...
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I can't believe they have such poor support for this router; your tenacity in seeking answers is commendable.
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reply to Jan Janowski
STILL NOTHING YET....
I also went to the link they sent me in the email indicating my request has been received..... When I go to that link, it is a blank page.
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reply to Jan Janowski

reply to Jan Janowski

reply to Jan Janowski

Just a thought...
Could you try contacting Cisco about this instead of Linksys? Cisco should provide if anything partial support since Linksys is ignoring your requests.
If you find out anything, I'd love to hear back from you as I own the same unit as you do. I have only been able to update the IPS twice in all the time I have owned the unit, as Cisco has not released any new IPS signatures OR firmware.

reply to Jan Janowski
That email was to Cisco:
cs-support-us@cisco.com

Email to Linksys was returned months ago indicating that this product is now handled by Cisco only, and in order to get a response, I would have to contact Cisco.
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reply to Jan Janowski
KLIPS is KerneL IPSEC Support, the modifications necessary to support IPsec within the Linux kernel. KILPS does all the actual IPsec packet-handling, including encryption
packet authentication calculations
creation of ESP headers for outgoing packets
interpretation of those headers on incoming packets
KLIPS also checks all non-IPsec packets to ensure they are not bypassing IPsec security policies.

»www.freeswan.org/freeswan_snaps/···sec.html

That does not explain why the RVS4000 implementation of the freeswan module logs the event "-IPSEC EVENT: KLIPS device ipsec0 shut down" when the OP does not even have an IPSEC VPN configured.

According to my interpretation of the freeswan ipsec_tunnel.c code (the only place I could find the "IPSEC EVENT: KLIPS device %s shut down." message defined) that message should only be logged when the IPSEC service is detected as shut down. Why should a service that should not even be running be randomly detected and reported as shut down?
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The service has to run at least once to see if there are IPSEC clients or settings. Since there are multiple entries in the log, perhaps the modem is resetting or the linux kernel is crashing.

When Pluto starts up (a daemon that DOES run) you will see this, even if you don't have IPSEC configured.

The Pluto daemon
Pluto(8) is a daemon which implements the IKE protocol.
It:

handles all the Phase one ISAKMP SAs

performs host authentication and negotiates with other gateways

creates IPsec SAs and passes the data required to run them to KLIPS

adjust routing and firewall setup to meet IPsec requirements.

Pluto is controlled mainly by the ipsec.conf(5) configuration file.

reply to Jan Janowski
I received multiple emails from Cisco.... All but one were replies I was copied on as they bounced the request to contact me around....
Here's the form I was sent: (case number altered)

Please include the following line in all replies.
Tracking number: CTxxvxvxvxvxvxvxvxvxvxvxv

Good afernoon,

Thank you for your email to the Cisco Technical Assistance Center (TAC).

Please provide ALL of the following REQUIRED information so that I can further assist you:

* PREFERRED CONTACT METHOD:
* CONTACT NAME:
* CONTACT PHONE NUMBER:
* CONTACT EMAIL ADDRESS:
* CONTACT CISCO.COM USER ID:
* CONTRACT #:
* SERIAL #:
* PRODUCT TYPE (Model Number):
* SOFTWARE VERSION:
* COMPANY NAME:
* EQUIPMENT LOCATION (Address):
* BRIEF PROBLEM DESCRIPTION:

Please let us know if there is anything else we can assist you with.

Best regards,
Ginger S.
Cisco / LATAM / CEM
Customer Interaction Network
Business Hours: M-F 8-5 PM/PST
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