Technical Support Report Page - McAfee SG310 Administration Manual

Introduction
Help and Support menu option
Figure 14 Technical Support page
a
This page provides information about the firmware release notes, links to the Knowledge Base and the
Support site, and a link that allows you to download the technical support report. The technical support
report is used to assist technical support staff with troubleshooting the configuration of your appliance.
When contacting Support, you should always download and attach a technical support report. See
Support Report page

Technical Support Report page

The Technical Support Report page is an important and invaluable resource for the technical support team
to use to analyze issues with your UTM Firewall appliance. If you experience an issue with your appliance,
and you need to contact the technical support team, always include the technical support report with your
support request. Without this report, the technical support staff are unlikely to have enough information to
assist you.
Security Alert:
information such as passwords and keys.
Tip: The technical support report should be generated when the issue is occurring. It should also be generated on
each of the appliances involved, and attached to the support request in plain text format.
To generate a technical support report:
From the System menu, click Help and Support, and then select the Technical Support Report tab.
1
The Technical Support Report page appears
Figure 15 Technical Support Report page
[Optional] Select the Include full logs checkbox if you want to include all log entries in the Technical
2
Support Report. Otherwise, only the most recent log entries will be included.
Click Download.
3
Save the report as a text file.
4
Submit a support request and attach the technical support report in plain text format.
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22 McAfee UTM Firewall 4.0.4 Administration Guide
for details.
To maintain your security and privacy, the technical support report removes any confidential
(Figure 15).
Technical