WatchGuard Support Center

Knowledge Base - Article

 How to ensure faster case resolution


When you open a case with WatchGuard Technical Support, be prepared to provide the most information possible. This will help us resolve your case quickly and efficiently.

Your representative will need this information:

§  Product serial number

§  Contact name, primary and alternate phone number, and hours of availability

NOTE: Update the Support Case Information fields in the Manage Profile to take advantage of the information auto-populating into the corresponding case fields

§  What is the expected behavior?

§  What behavior are you encountering?

§  Was this working before?

§  How often do the symptoms occur?

§  What troubleshooting steps have you taken? What were the results? This includes steps that did not appear to have an effect. 

While the representative works on your case, they might request remote access to your device. If that is not possible, make sure to attach the .xml configuration file to the case for review or ask for a remote session where your representative can review the configuration with you.

Firebox log messages

Provide log messages from the time the problem occurred. This can be an export from WatchGuard Cloud, Dimension, or a WatchGuard Log Server, or a simple copy and paste of log message from Traffic Monitor. Please do not take a screenshot of Traffic Monitor.

Network Diagrams

To understand network behavior, it is important to understand how the network is designed. If you maintain an accurate diagram of your network setup, it will make it easier to manage, and much easier for WatchGuard to troubleshoot.

Packet Captures

A packet capture is a readable output of all packets that enter or leave an interface. For Firebox devices, you can use Firebox System Manager to perform packet captures from the device itself. After the packet capture is complete, download the .pcap file and attach it to your case. For best results, capture packets during a test of your  problem, and provide log data from the same time. For more information, see Run Diagnostic Tasks to Learn More About Log Messages.

Support Snapshot

The Support Snapshot generated by your Firebox includes log data, indicators of device health, and configuration settings for the device. To retrieve a Support Snapshot with Firebox System Manager:

1. Connect to the Firebox with WatchGuard System Manager, and launch Firebox System Manager.

2. Select the Status Report tab. Click Support.

3. Download the support.tgz file to your local computer, and attach the file to the case.

You can also easily retrieve a diagnostic file from any physical Firebox with a USB drive. To learn more, see Use a USB Drive to Save a Support Snapshot

Fault Reports

If your Firebox runs Fireware v11.9.3 or later, make sure to also send any Fault Reports from your device. Fault Reports do not appear in the Technical Support case, so make sure to advise your Technical Report representative that you have sent the Fault Reports. For more information, see Manage Fault Reports.