Tech Support Report - SonicWALL SonicOS Enhanced 2.2 Administrator's Manual

Tech Support Report

The Tech Support Report generates a detailed report of the SonicWALL configuration and status, and
saves it to the local hard disk. This file can then be e-mailed to SonicWALL Technical Support to help
assist with a problem.
Alert!
You must register your SonicWALL on mySonicWALL.com to receive technical support.
Before e-mailing the Tech Support Report to the SonicWALL Technical Support team, complete a Tech
Support Request Form at <https://www.mysonicwall.com>. After the form is submitted, a unique case
number is returned. Include this case number in all correspondence, as it allows SonicWALL Technical
Support to provide you with better service.
In the Tools section, select Tech Support Report from the Select a diagnostic tool menu. Four Report
Options are available in the Tech Support Report section:
• VPN Keys - saves shared secrets, encryption, and authentication keys to the report.
• ARP Cache - saves a table relating IP addresses to the corresponding MAC or physical addresses.
• DHCP Bindings - saves entries from the SonicWALL DHCP server.
• IKE Info - saves current information about active IKE configurations.
Generating a Tech Support Report
1. Select Tech Support Report from the Choose a diagnostic tool menu.
2. Select the Report Options to be included with your e-mail.
3. Click Save Report to save the file to your system. When you click Save Report, a warning message
is displayed.
4. Click OK to save the file. Attach the report to your Tech Support Request e-mail.
Trace Route
Trace Route is a diagnostic utility to assist in diagnosing and troubleshooting router connections on the
Internet. By using Internet Connect Message Protocol (ICMP) echo packets similar to Ping packets, Trace
Route can test interconnectivity with routers and other hosts that are farther and farther along the network
path until the connection fails or until the remote host responds.
Type the IP address or domain name of the destination host. For example, type yahoo.com and click Go.
A second window is displayed with each hop to the destination host.
By following the route, you can diagnose where the connection fails between the SonicWALL and the
destination.
Page 50 SonicWALL SonicOS Standard Administrator's Guide