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ProSecure Unified Threat Management (UTM) Appliance Reference Manual
Troubleshooting and Using Online Support 12-11
v1.0, January 2010
To initiate the support tunnel:
1. Select Support > Online Support from the menu The Online Support screen displays.
2. In the Support Key field, enter the support key that was given to you by NETGEAR
3. Click Connect. When the tunnel is established, the tunnel status field displays ON.
To terminate the tunnel, click Disconnect. The tunnel status field displays OFF.
If NETGEAR Technical Support cannot access the UTM remotely, they might ask you to save a
log file to your computer and then e-mail it to NETGEAR for analysis (see “Gathering Important
Log Information” on page 11-47).
Sending Suspicious Files to NETGEAR for Analysis
You can report any undetected malware file or malicious e-mail to NETGEAR for analysis. The
file is compressed and password-protected before it is sent.
Figure 12-2