What files do I need to send to technical support if I am having technical problems with one of the GFI products?

The information in this article applies to:

  • GFI DownloadSecurity for ISA Server 6
  • GFI EndPointSecurity 3
  • GFI EndPointSecurity 4
  • GFI EventsManager 7
  • GFI EventsManager 8
  • GFI FAXmaker for Exchange/SMTP 12
  • GFI FAXmaker for Exchange/SMTP 14
  • GFI FAXmaker for Networks 11
  • GFI LANguard 9.0
  • GFI LANguard Network Security Scanner 6
  • GFI LANguard Network Security Scanner 7
  • GFI LANguard Network Security Scanner 8
  • GFI LANguard Security Event Log Monitor 5
  • GFI MailArchiver for Exchange 3
  • GFI MailArchiver for Exchange 4
  • GFI MailArchiver for Exchange 5
  • GFI MailArchiver for Exchange 6
  • GFI MailEssentials for Exchange/SMTP 11
  • GFI MailEssentials for Exchange/SMTP 12
  • GFI MailEssentials for Exchange/SMTP 14
  • GFI MailSecurity for Exchange/SMTP 10
  • GFI MailSecurity for Exchange/SMTP 9
  • GFI Network Server Monitor 6
  • GFI Network Server Monitor 7
  • GFI WebMonitor 2009 (Standalone Proxy Version)
  • GFI WebMonitor 2009 for ISA
  • GFI WebMonitor for ISA Server 3
  • GFI WebMonitor for ISA Server 4

Article ID: KBID001062

Query keywords: troubleshooter

You need to send us the troubleshooter files. These files contain important information, which will allow us to resolve this issue. The troubleshooter files can be generated from the troubleshooter program that can be found in the product program group.

Please answer the questions set by the troubleshooter as accurately as possible. Ensure that the troubleshooter wizard is tun till the end.
Once the troubleshooter program is finished, it will create a number of files under the product installation\Support directory. Kindly compress all files in one zip file and send it over to us for analysis.