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Contacting Technical Support

The Support tab gives you a wide range of options to contact the Technical Support team in case you run into any problems.

Link Description
Request Technical Support Click this link to submit a form from the Firewall Analyzer web site, with a detailed description of the problem that you encountered
Troubleshooting Tips Click this link to see the common problems typically encountered by users, and ways to solve them
Contact Support Call the toll-free number +1 888 720 9500 to talk to the Firewall Analyzer Technical Support team directly
Create Support Information File [SIF] Click this link to create a ZIP file containing all the server logs that the Technical Support team will need, to analyze your problem. You can then send this ZIP file to fwanalyzer-support@manageengine.com or upload the ZIP file to our ftp server by clicking on Upload to FTP Server, in the pop-up window provide your E-Mail id and browse for the zipped SIF file and then press Upload.
Need a Feature Click this link to submit a feature request from the Firewall Analyzer web site
User Forums

Click this link to go to the Firewall Analyzer user forum. Here you can discuss with other Firewall Analyzer users and understand how Firewall Analyzer is being used across different environments

The Support tab displays the latest discussions in the Firewall Analyzer User Forum.

Procedure to resolve Firewall Analyzer issue with Firewall Analyzer support

Best in the industry technical support and other informal means to get Firewall Analyzer issues resolved.

Adopt the following ways progressively.

Knowledge Base & Community

Best in the industry technical support

Procedure to create a Support Information File (SIF) and send the SIF to Firewall Analyzer support

We would recommend the user to create a Support Information File (SIF) and send the SIF to fwanalyzer-support@manageengine.com The SIF will help us to analyze the issue you have come across and propose a solution.
The instructions for creating the SIF is as follows:

  • Login to the Web-client and click the Support tab.
  • Click the Create Support Information File link show in that page.
  • Wait for 30-40 Secs and again click the Support tab.
  • Now you will find new links Download and Upload to FTPServer.
  • You can either download the SIF by clicking on the Download link and then send the downloaded SIF to fwanalyzer-support@manageengine.com or click the Upload to FTPServer and provide the details asked and upload the file.

Procedure to create SIF and send the file to ManageEngine, if the Firewall Analyzer server or web client is not working

If you are unable to create a SIF from the web client UI, you can zip the files under 'log' folder, which is located in <Firewall Analyzer Home>log (default path) and send the zip file by upload it in the following ftp link: http://bonitas.zohocorp.com/upload/index.jsp?to=fwanalyzer-support@manageengine.com



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