How do I get support for my WatchGuard products?
WatchGuard Customer Support strives to resolve all customer issues as quickly and efficiently as possible. On each case, we will identify the problem, gather relevant information, troubleshoot, and provide a resolution. For more information, see the video tutorial: Open Customer Support Cases.
You can open a new support case through the WatchGuard Support Center.
LoggingProvide log data from the time of the problem. This can be an export from your Log Server, or a copy and paste of Traffic Monitor or any other readout of log data. Please do not take a screenshot of Traffic Monitor. Instead, copy and paste the log data to a text file.
Network DiagramsTo understand network behavior, it is important to understand how the network is designed. Maintaining an accurate diagram of your network setup will make it easier to manage, and much easier for WatchGuard to troubleshoot.
Packet CapturesA packet capture is a readable output of all packets which enters or leaves an interface. For Firebox or XTM devices, Firebox System Manager can be used to perform packet captures from the device itself. After the packet capture is complete, download the .pcap file and attach it to your case. For best results, capture packets during a test of your technical problem, and provide log data from the same time period.
For more information, see Run Diagnostic Tasks to Learn More About Log Messages in Fireware Help.
Diagnostic FileThe diagnostic file generated by your Firebox or XTM device, XCS device, or SSL device includes log data, indicators of device health, and most likely configuration settings for the device.
Firebox or XTM Device
If your Firebox or XTM device runs Fireware OS v11.9.3 or later, make sure to also send any Fault Reports from your device. Because Fault Reports do not appear in the Technical Support case, make sure to advise your Technical Report representative that you have sent the Fault Reports.
For more information about Fault Reports, see Manage Fault Reports in Fireware Help.