Send service information from a ProxySG to Network Protection to update a Service Request?

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Article ID: 165895

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Updated On:

Products

Advanced Secure Gateway Software - ASG ProxySG Software - SGOS

Issue/Introduction

Symantec Network Protection (SNP) or ProxySG

How to upload logs to a support case?

For example:
To update a Symantec SR with Service Information such as:

  • SysInfo
  • Event Log
  • Snapshots
  • Packet Capture
  • Policy Trace File
  • Access Logs
  • Memory Core
  • Contexts

 

 

 

Resolution

In the ProxySG Management Console:

  1. Go to the Maintenance tab on the top > Expand Service Information on the left > Select Send Information on the left > Select the Send Service Information tab on the top right.
  2. In the Service Request Number field, enter the case number provided (example: 23456789).
  3. Check the items to send in the list.
  4. Click Send
 Note: most cases would benefit from the Snapshots, Event Log and SYSInfo.