Contact AlgoSec technical support

This procedure describes how to contact AlgoSec support, and the files the send with your support case.

Do the following:

  1. Access the Support Home page on the AlgoSec portal.

  2. Click Submit a Support Case.

  3. Complete the fields and submit the ticket. Make sure to attach any relevant logs to your case.

    Create support logs from ASMS as follows:

    Do the following:

    1. In AFA, click your username at the top-right, and select Support.
    2. (Optional) In the Support dialog, enable Debug mode if needed, and then reproduce the issue so that the details are logged. In this case, return to the Support dialog again when you're done.

    3. Select either General support file, or the specific item you want to include in your log file.

      If you select any option other than the General support file, define the devices you want to generate the log file for. To add a device to the list, start entering a device name in the text box at the bottom of the dialog, and then select the device from the dropdown list displayed.

    4. Click Generate Files.
    5. Scroll down further to the table of support files. Click the Details link in the File Path column to access the support file you created.

    Do the following:

    1. In FireFlow, click your username at the top-right, and select Support.

    2. (Optional) In the Support dialog, enable Debug mode if needed, and then reproduce the issue so that the details are logged. In this case, return to the Support dialog again when you're done.

    3. Click the Download General Support Zip link to download the file.

    If your UI is unavailable, generate a general support log file via CLI.

    Access the algosec_conf CLI menu, and enter 18 to collect log files. These will be general system logs and include data for the entire system, and not per device. For more details, see Connect to and Utilize the Administration Interface.

    Create HA support logs, if the case relates to high availability issues. For more details, see Collect cluster logs for AlgoSec technical support.