Tech Support Report

The Tech Support Report generates a detailed report of the SonicWall security appliance configuration and status and saves it to the local hard disk using the Download Tech Support Report button. This file can then be emailed to SonicWall Technical Support to help assist with a problem.

You must register your SonicWall security appliance on MySonicWall to receive technical support.

 

• Completing a Tech Support Request
• Generating a Tech Support Report

Completing a Tech Support Request

Before emailing the Tech Support Report to the 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

To generate a Tech Support Report (TSR)

1. Navigate to Device > Diagnostics > Tech Support Report.
2. In the Tech Support Report section, turn on 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.
   • Wireless Diagnostics ‐ Lists log data if the SonicPoint or internal wireless radio experiences a failure and reboots.
   • DNS Proxy Cache ‐ This option is not selected by default.
   • 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.
   • IP Stack Info ‐ This option is not selected by default.
   • IPv6 NDP ‐ This option is not selected by default.
   • IPv6 DHCP ‐ This option is not selected by default.
   • Geo‐IP/Botnet Cache ‐ Saves the currently cached Geo‐IP and Botnet information.
   • User Name - Shows user name in the report.
   • Extra Routing Info - Shows extra routing information in the report.
   • Capture ATP Cache ‐ Saves the currently cached Capture information.
   • Vendor Name Resolution ‐ This option is not selected by default.
   • Debug Info in report ‐ Specifies whether the downloaded TSR is to contain debug information.
   • IP Report - This option is not selected by default.
   • ABR Entries - This option is not selected by default.
   • Application Signatures - Shows application signature information in the report.
3. Click Accept to save the changes.
4. Click Download Tech Support Report under the Actions section to save the file to your system.
5. Click OK to save the file.
6. Attach the report to your Tech Support Request email.
7. To send the TSR, system preferences, and trace log to SonicWall Engineering (not to SonicWall Technical Support), click Send Diagnostic Reports to Support under the Actions section. 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.
8. To download the SSO authentication log, click Download SSO Auth Log under the Actions section .
9. To download system logs, click Download System Logs under the Actions section and then click Confirm.
10. To send diagnostic files to SonicWall Tech Support for crash analysis, select the Automatic secure crash analysis reporting toggle switch
This toggle switch is not applicable for NSsp 15700.
11. To periodically send the TSR, system preferences, and trace log to MySonicWall for SonicWall Engineering:
    1. Select the Periodic secure diagnostic reporting for support purposes switch.
    2. Enter the interval in minutes between the periodic reports in the Time Interval (minutes) field. The default is 1440 minutes (24 hours).
    3. Enter the interval in minutes between the periodic reports in the CSC Reporting Time Interval (minutes) field. The default is 15 minutes.
    This toggle switch is not applicable for NSsp 15700.
12. To include flow table data in the TSR, toggle the switch for Include raw flow table data entries when sending diagnostic report.
This toggle switch is not applicable for NSsp 15700.