This document outlines troubleshooting procedures for the Windows and Apple OS x Client Filter.

Troubleshooting the Windows Client Filter

Accessing the Filter settings and Checking the Status

1.    Open Control Panel or select the System Preferences icon from the dock on your Desktop.

2.    In the Control Panel, switch to Classic View if the Control Panel is in Category View. Then double-click the Filter Settings icon.

3.    Enter your filtering password and click OK.

4.    A query box will prompt you to type in your filtering password. Type it in and click OK. The Filter Settings box appears. See 'Filter Settings Options' below for more information on this window.

Filter Settings Options

The table below shows the Filter Settings window options.

Uninstalling the Windows Client Filter

1.    Open the Windows Control Panel. If the Control Panel is in Category View, switch to Classic View.

2.    Click the Add or Remove Programs icon in Windows 7 or the Programs and Features icon.

3.    Double-click the Lenovo NetFilter Client Filter icon in the list of installed programs or click Remove or Uninstall, depending on which version of Windows you are using.

4.    In the uninstall wizard, follow the screen prompts to finish the software removal.

5.    An ‘Enter Filtering Password’ box will appear during the removing process. Type in the password and click OK.  See 'Setting the Global Uninstall Password ' for more information.

6.    The final software removal pane presents two options for action:

a.    Reboot now or I want to reboot later.

b.    Select the option you want and then click Finish.

Resetting the Profile Manager Password

1.    Double-click the Filter Settings icon in the Control Panel.

2.    When the Enter Filtering Password box appears, click the Forgot Password button.

3.    A second box, Forgot your Password?, appears, containing a Security Key.

4.    Call your service provider and give them the displayed security key. Your service provider will use this number to generate an override key, which you must type into the Override Key box. Then click OK.

5.    Each time you click Forgot Password to open the Security Key and Override Key dialog, a different number appears in the Security Key field. Therefore, keep this dialog open while you contact your system administrator to obtain the override key that matches this specific security key.

If a profile user loses or forgets a password, you can reset the password in the Profile Manager. To reset a profile password, see the “Profile Manager User Guide.”

Client Filter 4.2 and Above

If you are using Windows Vista or 2008 Server, you will need to update drivers at: https://www.microsoft.com/en-us/download/confirmation.aspx?id=38422

Testing Client Filter Connection to Policy Service

The Client Filter must communicate with a policy service to operate properly.  If there is a connection problem between the Client Filter and the Policy Server, either:

·       All pages are blocked and no deny pages display

·       All pages are allowed.

If you have configured the Client Filter to “fail open,” then Lenovo NetFilter allows access to all pages. If you have configured the Client Filter to “fail close,” then Lenovo NetFilter blocks access to all pages.

1.    Determine the name or the IP address of the policy service.

• To obtain the name of the policy service, open Filter Settings in the Windows control panel and then click Diagnostics.

• This opens a window that displays either the name or the IP address of the Policy Server.

2.    Test the path of communication between the Client Filter and the Policy Service.

• Open a command prompt window in Windows and ping the name or IP address of the policy server.

• If the response is “Request timed out,” there is a network problem preventing communication.

3.    If the ping is successful, use telnet to test the connection to port 3431, the port used by the Client Filter Enterprise Edition.

• At the Windows command prompt, type the following command and then press Enter.

• telnet [name or IP address of the policy server] 3431

• For example, telnet 198.162.6.4 3431, when 198.162.6.4 is the IP address of the policy server.

• If the connection is successful, a blank screen will display.

• If you then press Enter, an error message will display, such as “ERROR - - 0”.

• If the connection fails, a “Connecting...” message and later a connection error message display.

• If the connection to port 3431 times out, but the ping test was successful, please consult your firewall administrator.

Troubleshooting the Apple OS x Client Filter

You can perform several useful troubleshooting procedures in the Client Filter Preferences Pane, located in the Apple System Preferences.

Accessing the Client Filter Preferences Pane

1.    Open the Apple () menu and select System Preferences… or select the System Preferences icon from the dock on your Desktop.

2.    Click the Client Filter icon.

The Client Filter preference pane sign-in screen appears.

3.    If you have not yet completed the First-Time Login to the Profile Manager, leave the Password field blank and click Sign in.

4.    The Client Filter preference pane appears, with the General tab displayed.

Checking the Status of the Apple OS x Client Filter

1.    Open the Client Filter from the Preference folder.

2.    Click the Status tab. There are five status indicators. If the Client Filter is working, they will all be green.

3.    Contact your service provider to diagnose any filtering problems.

4.    Resetting the Profile Manager Password

5.    Go to the Client Filter preference pane sign-in screen.

6.    Click Recover Password.

7.    A dialog appears on top of the sign-in screen. A number unique to this Recover Password attempt appears in the Security Key box.

8.    Call your service provider and give them with the displayed security key. They will use this number to generate a specific override key, which you must type into the Override Key box. Then click OK.

You will be logged on to the Client Filter preference pane.

Each time you click Recover Password to open the Security Key and Override Key dialog, a different number appears in the Security Key field. Therefore, keep this dialog open while you contact your system administrator to obtain the override key that matches this specific security key.

If a profile user loses or forgets a password, you can reset the password in the Profile Manager. To reset a profile password, see the “Profile Manager User Guide.”

Temporarily Disabling the Apple OSX Client Filter

1.    Go to the Client Filter preference pane sign-in screen.

2.    If you have not yet completed the first-time login to the Profile Manager, leave the Password field blank and click Sign In. However, if you have completed the first-time login, type your Profile Manager password in the Password field and then click Sign in.

3.    When the General tab of the Client Filter preference pane appears, select the Disable Filtering checkbox.

Accessing the Client Filter Preferences Pane

1.    Open the Apple () menu and select System Preferences… or select the System Preferences icon from the dock on your Desktop.

2.    In the System Preferences window, click the Client Filter icon.  The Client Filter preference pane sign-in screen appears.

If you have not yet completed the First-Time Login to the Profile Manager, leave the Password field blank and click Sign in.

The Client Filter preference pane appears, with the General tab displayed.

Uninstalling the Apple OSX Client Filter Software

    Please note - Use the uninstall option in the client application whenever possible to uninstall the OSX Client filter.

2.    When the General tab of the Client Filter preference pane appears, click Uninstall Filter and type in your system password.

3.    Click OK.

4.    Restart your computer.