Tech Support Report

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.

TIP: You must register your Dell SonicWALL Security Appliance on mysonicwall.com to receive technical support.

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.

Generating a Tech Support Report

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.

•	SonicPointN Diagnostics - lists log data if the SonicPoint-N experiences a failure and reboots.

NOTE: This checkbox is only available if the SonicPoint device is enabled. For more information regarding this feature, refer to SonicPoint-N Diagnostics Enhancement .

•	List of current users - lists all currently logged in active local and remote users. Selected by default.

NOTE: For reporting maximum user information, check both List of current users and Detail of users.

•	Inactive users - lists the users with inactive sessions. Selected by default.

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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.

•	IP Stack Info -

•	IPv6 NDP -

•	IPv6 DHCP -

•	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 based off the second level nodes of the GUI menu categories. You control whether or not to include debug information as a category 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.

The Debug information is enclosed by the #Debug Information_START and #Debug Information_END tags.

2	Click Download Report to save the file to your system. When you click Download Report, a warning message is displayed.

3	Click OK to save the file. Attach the report to your Tech Support Request Email.

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To send the TSR, system preferences, and trace log to SonicWALL Engineering (not to SonicWALL Technical Support), click Send Diagnostic Reports. The Status indicator at the bottom of the page displays “Please wait!” while the report is sent, and then displays “Diagnostic reports sent successfully.” You would normally do this after talking to Technical Support.

5	To periodically send the TSR, system preferences, and trace log to MySonicWALL for SonicWALL Engineering, select the Enable Periodic Secure Backup of Diagnostic Reports to MySonicwall checkbox and enter the interval in minutes between the periodic reports in the Time Interval (minutes) field.