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Free email and telephone technical support is provided for Kerio WinRoute Firewall. For contacts see the final section of this chapter. Should any issue arise Kerio Technologies technical staff is ready to help you.
Before you contact our technical support, please take the following steps:
Search through this guide to find an answer. Individual chapters describe features and parameters of WinRoute components in detail.
If you have not found answers here, try to find it in the Technical Support section of the Kerio Technologies website.
If you have not find answers to all your questions and you still intend to contact our technical support, read through the following section which will provide you with a few guidelines.
To be able to help you solve your problems the best and in the shortest possible time our technical support will require your configuration data and as clear information on your problem as possible. The following information should be provided in your email message:
Clearly describe your problem. Provide as much information on the problem as possible (i.e. whether the issue arose after you had installed a new product version, after an upgrade, etc.).
You can use the Kerio Administration Console to create a text file including your WinRoute configuration data. Take the following steps to generate the file:
Run WinRoute Firewall Engine and connect to it through the Kerio Administration Console.
If you use dial-up, connect to the Internet.
In the Kerio Administration Console use the Ctrl+S keys.
The text file will be saved into the home directory of the particular user (i.e. C:\Documents and Settings\Administrator) and it will be called kerio_support_info.txt.
Note: The kerio_support_info.txt is generated by the Kerio Administration Console. This implies that in case you connect to the administration remotely, this file will be stored on the computer from which you connect to the WinRoute administration (not on the computer/server where the WinRoute Firewall Engine is running).