Surf Control v5.5 manual Contact Technical Support

APPENDIX

Contact Technical Support

CONTACT TECHNICAL SUPPORT

Websense provides technical information about SurfControl products online 24 hours a day, including:

•latest release information

•searchable Knowledge Base

•show-me tutorials

•product documents

•tips

•in-depth technical papers Access support on the Web site at:

www.websense.com/SupportPortal/

If you need additional help, please fill out the online support form at:

www.websense.com/SupportPortal/Contact.aspx

Note your case number. If you need to send Support files to help us diagnose your problem, do the following:

1Select Start > SurfControl Web Filter > Support Tools > Create Web Filter Support Files. This creates an e-mail message containing a copy of your configuration files that will help Support to discover the reason for any problems you are having. These include:

•Event Logs (System and Application)

•A list of file Versions

•Registry Keys

•System Information

•Trace Logs

2Add your case number to the subject line of the email message.

3Navigate to C:\Program Files\SurfControl\Web Filter\Support. In this directory you will find the following files:

•Application.evt

•System.evt

•FileVersion.txt

•registry.txt

•systeminfo.txt

4Zip or rar these files and attach them to the email.

5Press Send.

70 Starter Guide SurfControl Web Filter v5.5SurfControl Web Filter v5.5