The Tech Support Report generates a detailed report of the Dell SonicWALL Security Appliance configuration and status and saves it to the local hard disk using the Download Report button. This file can then be emailed to SonicWALL Technical Support to help assist with a problem.
Before emailing the Tech Support Report to the Dell 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.
|
1
|
In the Tech Support Report section, select any of the following report options:
|
|
•
|
Sensitive 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 firewall DHCP server.
|
|
•
|
IKE Info - saves current information about active IKE configurations.
|
|
•
|
List of current users - lists all currently logged in active local and remote users. Selected by default.
|
|
NOTE: For reporting maximum user information, select both List of current users and Detail of users checkboxes.
|
|
•
|
Inactive users - lists the users with inactive sessions. Selected by default.
|
|
•
|
Detail of users - lists additional details of user sessions, including timers, privileges, management mode if managing, group memberships, CFS policies, VPN client networks, and other information. The Current users report checkbox must be enabled first to obtain this detailed report. Selected by default.
|
|
•
|
|
•
|
IPv6 NDP - saves a table relating IP addresses to the corresponding MAC or physical addresses
|
|
•
|
IPv6 DHCP - - saves IPv6 entries from the firewall DHCP server.
|
|
•
|
Geo-IP/Botnet Cache - saves the currently cached Geo-IP and Botnet information.
|
|
•
|
Debug information in report - specifies whether the downloaded TSR is to contain debug information. Selected by default.
|
The TSR is organized in an easy-to-read format. You control whether to include debug information as a category, enclosed by the #Debug Information_START and #Debug Information_END tags, at the end of the report. Debug information contains miscellaneous information that is not used by the average support engineer, but can be useful in certain circumstances.
|
2
|
Click Download Report to save the file to your system. A warning message displays.
|
|
3
|
|
4
|
To download the chassis log, click Download Chassis Log to save the file to your system. A warning message displays.
|
|
5
|
|
6
|
To download the SSOAUTH log, click Download SSOAUTH Log to save the file to your system. A warning message displays.
|
|
7
|
|
8
|
To send the TSR, system preferences, and logs to SonicWALL Engineering (not to SonicWALL Technical Support), click Send Diagnostic Reports to Support.
|
The Status indicator at the bottom of the page displays Please wait! while the report is sent, and then displays Diagnostic reports sent successfully.
|
a
|
Select the Enable Periodic Secure Backup of Diagnostic Reports to Support checkbox. This option is selected by default.
|
|
b
|
Enter the interval in minutes between the periodic reports in the Time Interval (minutes) field. The default is 1440 minutes (24 hours).
|
