ProSecure Unified Threat Management UTM10 or UTM25 Reference Manual

Time is off by one hour. Cause: The UTM does not automatically sense Daylight Savings Time. Check the Time Zone menu, and select or deselect the checkbox marked “Adjust for Daylight Savings Time”.

Using Online Support

The UTM includes online support tools that allow NETGEAR Technical Support to securely perform diagnostics of the UTM, and that lets you submit suspicious files for analysis by NETGEAR. You can also access the knowledge base and documentation online.

Enabling Remote Troubleshooting

One of the advanced features that the UTM provides is online support through a support tunnel. With this feature, NETGEAR Technical Support staff is able to analyze from a remote location any difficulty you might be experiencing with the UTM and to perform advanced diagnostics. Make sure that ports 443 and 2222 are open on your firewall, and that you have the support key that was given to you by NETGEAR.

To initiate the support tunnel:

1.Select Support > Online Support from the menu The Online Support screen displays.

Figure 12-2

2.In the Support Key field, enter the support key that was given to you by NETGEAR

3.Click Connect. When the tunnel is established, the tunnel status field displays ON. To terminate the tunnel, click Disconnect. The tunnel status field displays OFF.

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Troubleshooting and Using Online Support

v1.0, September 2009

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NETGEAR UTM25EW-100NAS, UTM25-100NAS, UTM10EW-100NAS manual Using Online Support, Enabling Remote Troubleshooting