Quick Reference Guide

228 | Chapter 7. Troubleshooting and Using Online Support
ProSecure Web/Email Security Threat Management (STM) Appliance
Note: For the STM150 only, there is an alternate way to return the settings
to factory default: Using a sharp object, press and hold the Reset
button on the rear panel of the STM150 (see Rear Panel STM150 on
page 20) for about 10 seconds until the front panel Test LED flashes
and the STM150 returns to factory default settings.
Problems with Date and Time
The System Date and Time screen displays the current date and time of day (see Configuring
Date and Time Service on page 74). The STM uses the Network Time Protocol (NTP) to
obtain the current time from one of several Network Time Servers on the Internet. Each entry
in the log is stamped with the date and time of day. Problems with the date and time function
can include:
• Date shown is January 1, 2000. Cause: The STM has not yet successfully reached a
Network Time Server. Check that your Internet access settings are configured correctly. If
you have just completed configuring the STM, wait at least 5 minutes and check the date
and time again.
• Time is off by one hour. Cause: The STM does not automatically sense daylight savings
time. Go to the System Date & Time screen (Administration > System Date & Time),
and select or clear the check box marked Automatically Adjust for Daylight Savings
Time.
Using Online Support
The STM includes online support tools that allow NETGEAR Technical Support to securely
perform diagnostics of the STM, and that let you submit suspicious files for analysis by
NETGEAR. You can also access the Knowledge Base and documentation online.
Enabling Remote Troubleshooting
One of the advanced features that the STM provides is online support through a support
tunnel. With this feature, NETGEAR Technical Support staff is able to analyze from a remote
location any difficulty you might be experiencing with the STM and to perform advanced
diagnostics. Make sure that ports 443 and 2222 are open on your firewall, and that you have
the support key that was given to you by NETGEAR.