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Sometimes our firewall blocks stuff that seems ok.

This. Our firewall is dynamically updated, so even something that worked yesterday could meet a newly installed update's definition of " inappropriate".

I go in, add the exception, problem solved.

Also I agree with others: I would have (and have actually done so myself) pushed the question off on the requestor. "There were some firewall changes over the weekend", CCing the client that requested the changes.

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