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146 Administrator’s Guide SurfControl Web Filter v5.5
A
PPENDIX
Contact Technical Support
CONTACT TECHNICAL SUPPORT
Websense provides technical information about SurfControl products online 24 hours a day, including:
• latest release information
• searchable Knowledge Base
• show-me tutorials
• product documents
•tips
• in-depth technical papers
Access support on the Web site at:
www.websense.com/SupportPortal/
If you need additional help, please fill out the online support form at:
www.websense.com/SupportPortal/Contact.aspx
Note your case number. If you need to send Support files to help us diagnose your problem, do the
following:
1Select Start > SurfControl Web Filter > Support Tools > Create Web Filter Support Files. This
creates an e-mail message containing a copy of your configuration files that will help Support to
discover the reason for any problems you are having. These include:
• Event Logs (System and Application)
• A list of file Versions
•Registry Keys
• System Information
• Trace Logs
2 Add your case number to the subject line of the email message.
3 Navigate to C:\Program Files\SurfControl\Web Filter\Support. In this directory you will find the
following files:
• Application.evt
• System.evt
• FileVersion.txt
• registry.txt
• systeminfo.txt
4 Zip or rar these files and attach them to the email.
5 Press Send.