Support Information

WatchGuard offers a variety of technical support services for your purchased products and services. For more information, see the WatchGuard support web site.

Online Resources

Product Documentation

http://www.watchguard.com/help/documentation/

Knowledge Base

http://customers.watchguard.com

Training and Courseware

http://www.watchguard.com/training/

WatchGuard Forum

http://www.watchguard.com/forum/

Telephone Numbers

US & Canada

+877.232.3531

International

+1.206.613.0456

Before You Call

When you create an incident, make sure you include all information required. Ask yourself these questions to find what you must include:

  1. What are you trying to do?
    For issues related to networking, be sure to identify the interfaces and ports that are relevant to the incident.
  2. Were you able to perform this action previously without problems?
  3. What behavior do you see?
  4. What behavior would you expect to see if the problem was not occurring?
  5. How often do the symptoms occur?
  6. What troubleshooting steps, if any, have you taken?

Relevant Information

When you contact technical support, you are often asked for basic information about your XTM device and LiveSecurity account. It is helpful to save this information when you create your configuration in case your device does not operate correctly. You can use a worksheet to record basic network and VPN settings.

If possible, include the following additional items when you call so that your technician can promptly resolve your issue:

Logs

Log messages are important! If you have access to the Traffic Monitor during the time of the error, include a snippet of the logs.

Network Diagrams

Not all problems start from one device. Sometimes, a problem that appears to be related to the firewall is actually caused by something else in the network. A diagram of your network is a valuable resource; we recommend that you make one and keep it updated.

Packet Captures

Technicians can often use packet captures to see problems with the connection that aren't apparent from logs or network diagrams.

VPN Information

You should record the IP addresses for both sites, and Phase 1 and Phase 2 settings for both endpoints. When troubleshooting VPNs, both sides of the tunnel are equally important. If you have the VPN information ready for the technician when you open an incident, you can greatly reduce resolution time.

Give Us Feedback  •   Get Support  •   All Product Documentation  •   Knowledge Base