WatchGuard offers a variety of technical support services for your purchased products and services. For more information, see the WatchGuard support web site.
Training and Courseware
US & Canada
When you create an incident, make sure you include all information required. Ask yourself these questions to find what you must include:
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:
Log messages are important! If you have access to the Traffic Monitor during the time of the error, include a snippet of the logs.
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.
Technicians can often use packet captures to see problems with the connection that aren't apparent from logs or network diagrams.
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.