For targeted and efficient processing of your request, various information is required. This document summarizes these points and provides guidance for creating new requests.
Consult Wiki
1. Consult Wiki
Has your request already been described in the wiki? If yes, please check if the configuration or solution described there solves the problem.
Create log data
2. Create log data
Save the log at the time of the event Without a log file, processes and situations are not traceable
In addition to log files, packet captures may be necessary. (e.g.: tcpdump -i LAN2 -nnp port 11115 checks if the UTM receives packets for the admin interface on the internal interface LAN2 at all).
In the Antivirus Pro portal, the debug mode can be activated in the device overview.
This transmits settings to the individual client so that more information can be collected. This includes:
Other scanning information of files.
Cloudlog for the information from and to the portal.
Debuglog for the Antivirus Pro service.
Activate extended log
For Securepoint Antivirus Pro support, extended logs are required in some cases, which can be activated in the client (GUI) under Tools → Settings → Logs.
Support log
The Antivirus Pro support log can be saved under Support → Save support info.
Installation log AV
When installing Securepoint Antivirus Pro with .msi-' file, an installation log can be created.
The syntax for this is: msiexec /l* SetupLog.txt /i SetupAV.msi PROPERTY=value /q
When installing MSI installation media, the operating system creates an installation log, which is created under temp and has the naming scheme MSI[UUID].log.
Other logs
It may happen that logs or information from the operating system are also required for a more in-depth analysis.
When installing MSI installation media, the operating system creates an installation log, which is created under temp and has the naming scheme MSI[UUID].log.
Other logs
It may happen that logs or information from the operating system are also required for a more in-depth analysis.
This includes:
Username
User rights (AD rights)
since 02.2022Please add log data as file attachments in .log format to the ticket
Compile basic information
3. Compile basic information
Für die Analyse werden verschiedene Basisinformationen benötigt:
SSH & SCP client on your computer to get access to our appliance.
Option for the preparation of log files:
Notepad++
Sublime Text
oder similar tools
Direct access:
Create temporary access permissions for the access
The UTM makes it possible to create a temporary support user
Do not share any access data with us that is used actively
Create ticket
5. Create ticket
Only now create a ticket in the Resellerportal via the Tickets menu. Here you have an overview of your requests and receive status updates on every change, keeping you in direct contact with the support team.
If you are unable to create it through the portal, we will gladly accept your request by phone or email. You can reach us at +494131 - 2401-0 Phone is not faster than ticket system! E-Mail:support@securepoint.de
Ticket creation
department
product
Contact information
Description
Ticket creation
Select the correct department
Choose the right product category (we have specialists...)
If you wish to be called back, make sure that the contact person can also be reached by direct dialing
Choose a fitting description (see above: We have specialists...) Please always include customer and project! Please use the option to attach files (screenshots, log files etc.) New as of 02.2022
Reachability
6. Reachability
Due to an increased service volume we may not be able to process your request immediately
Inform colleagues within your organization about the situation and allow your colleagues to represent you
Close ticket
7. Close ticket
Please close the ticket yourself if you have found a solution on your own or the problem has been solved otherwise.
