manual

GFI Network Server Monitor Troubleshooting • 177
Troubleshooting
Introduction
The troubleshooting chapter explains how you should go about
resolving issues you have. The main sources of information available
to users are:
• The manual – most issues can be solved by reading the manual.
• The GFI Knowledge Base – accessible from the GFI website.
• The GFI support site.
• Contacting the GFI support department by email at
[e-mail]
• Contacting the GFI support department using our live support
service at http://support.gfi.com/livesupport.asp
• Contacting our support department by telephone.
Knowledge Base
GFI maintains a Knowledge Base, which includes answers to the most
common problems. If you have a problem, please consult the
Knowledge Base first. The Knowledge Base always has the most up-
to-date listing of support questions and patches.
The Knowledge Base can be found on http://kbase.gfi.com
Request support via e-mail
If, after using the Knowledge Base and this manual, you have any
problems that you cannot solve, you can contact the GFI support
department. The best way to do this is via e-mail, since you can
include vital information as an attachment that will enable us to solve
the issues you have more quickly.
The Troubleshooter, included in the program group, automatically
generates a series of files needed for GFI to give you technical
support. The files would include the configuration settings, debugging
log files and so on. To generate these files, start the troubleshooter
wizard and follow the instructions in the application.
In addition to collecting all the information, you will be asked a number
of questions. Please take your time to answer these questions
accurately. Without the proper information, it will not be possible to
diagnose your problem.
Then go to the troubleshooter\support folder, located under the main
program directory, compress the files in ZIP format, and send the
generated ZIP file to [e-mail]
.