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ProSecure Unified Threat Management (UTM) Appliance Reference Manual
12-10 Troubleshooting and Using Online Support
v1.0, January 2010
Problems with Date and Time
The System Date & Time screen displays the current date and time of day (see “Configuring Date
and Time Service” on page 10-24). The UTM 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 UTM 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 UTM, wait at least five minutes and check the date and time again.
• Time is off by one hour. Cause: The UTM does not automatically sense Daylight Savings
Time. Go to the System Date & Time screen, and select or deselect the checkbox marked
“Automatically Adjust for Daylight Savings Time”.
Using Online Support
The UTM includes online support tools that allow NETGEAR Technical Support to securely
perform diagnostics of the UTM, and that lets 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 UTM 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 UTM 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.