How to submit a hardware issue to the Secure Web Gateway Technical Support team
Last Modified: 2023-05-12 04:36:16 Etc/GMT
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How to submit a hardware issue to the Secure Web Gateway Technical Support team
Technical Articles ID:
KB89685
Last Modified: 2023-05-12 04:36:16 Etc/GMT Environment
Secure Web Gateway Appliances
Summary
This article describes the level of information to submit a hardware issue to the Technical Support team. All information and data listed below is required for Skyhigh Security Support to be able to raise a request with our Hardware Service Provider, NCR. General information on Skyhigh Security Hardware Service:
Issue Details:
Contact Details:
To troubleshoot the issue, we require log information from the appliance. Obtain the
If the To gather logs using an RMM4 module:
See KB87321 - How to use the LDT Hardware tools to gather appliance troubleshooting logs. Submit the issue to the Web Gateway Technical Support team:
Provide the completed information and debug data to the Web Gateway Technical Support team by sending an email via an existing Service Request. Provide the zip archive by attaching it to the email, Service Request, or (S)FTP/SCP using the steps listed in KB50534 - How to upload diagnostic files to Technical Support. When the Technical Support team receives information, the hardware entitlement is checked for existing support. Then, a ticket is opened with NCR to initiate the replacement process. Affected ProductsLanguages:This article is available in the following languages: |
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