Enable Support Access

The Enable Support Access option enables WatchGuard support to connect to your Firebox with read-only permission. It adds a temporary user account with read-only permission and a temporary hidden policy that allows connections to the Firebox from WatchGuard Support (ts.watchguard.com). When enabled, WatchGuard Support can connect with WatchGuard System Manager, Web UI, and CLI (Command Line Interface).

You can automatically generate credentials or specify a user name and password to provide to your WatchGuard support representative. You can also define an expiration for the temporary support account.

In Fireware v12.5.4 and higher, the Enable Support Access option also enables the Firebox to send diagnostic log messages to WatchGuard Cloud. Firebox diagnostic log messages are not visible in WatchGuard Cloud. To request diagnostic log message stored in WatchGuard Cloud, open a support case.

To make sure that you have immediate access to diagnostic log messages, we recommend you configure the Firebox to send log messages to Dimension. The Firebox sends diagnostic log messages to Dimension regardless of whether support access is configured.