Product manual

Manual Troubleshooting |169
15 Troubleshooting
15.1 Introduction
The troubleshooting chapter explains how you should go about resolving any software issues that
you might encounter. The main sources of information available to users are:
» The manual – most issues can be solved by reading this manual.
» GFI Knowledge Base articles
» Web forum
» Contacting the GFI Technical Support
15.2 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 technical support questions and patches. To access the Knowledge
Base, visit http://kbase.gfi.com/.
15.3 Web Forum
User to user technical support is available via the web forum. The forum can be found at:
http://forums.gfi.com/.
15.4 Request technical support
If you have referred to this manual and our Knowledge Base articles, and you still cannot solve
issues with the software, contact the GFI Technical Support team by filling in an online support
request form or by phone.
» Online: Fill out the support request form on:
http://support.gfi.com/supportrequestform.asp. Follow the instructions on this page
closely to submit your support request.
» Phone: To obtain the correct technical support phone number for your region please visit:
http://www.gfi.com/company/contact.htm.
Before you contact our Technical Support team, please have your Customer ID
available. Your Customer ID is the online account number that is assigned to you when
you first register your license keys in our Customer Area at: http://customers.gfi.com.
We will answer your query within 24 hours or less, depending on your time zone.
15.5 Build notifications
We strongly suggest that you subscribe to our build notifications list. This way, you will be
immediately notified about new product builds. To subscribe to our build notifications, visit:
http://www.gfi.com/pages/productmailing.htm.