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Minor Rant - Obtaining files for support

LarryLarry All-Knowing Sage ✭✭✭✭
in Entry Level Firewalls

CSR for an open case sent me this KB this morning to remind me to send the console log.

https://www.sonicwall.com/support/knowledge-base/how-can-i-download-required-tech-support-files-tsr-settings-gui-logs-trace-logs/170503698742108/

I'm looking at the Gen 7 instructions, which state that 7 log files must be submitted for support.

I will admit this is carefully and succinctly documented. However, the entire process is tedious and time-consuming.

I'm left wondering why there isn't ONE button to push to gather ALL the files and then pop-up a window asking for the ticket number before sending them off to support.

Anyone else think that would be helpful?

Category: Entry Level Firewalls
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Comments

  • BWCBWC Cybersecurity Overlord ✭✭✭

    @Larry a one-click-stop for creating a Technical Support Package including everything needed would be convinient and it would be even better when Support actually looking into the stuff provided. Thankfully no recent support incidents.

    --Michael@BWC

  • LarryLarry All-Knowing Sage ✭✭✭✭

    I am definitely going to bring this up during next week's webinar (SonicWall Partner Support 101 Basics & Advanced).

  • ArkwrightArkwright All-Knowing Sage ✭✭✭✭

    Yes, they could call it a "tech support report" and have it include all of the useful information in one shot.

    They could even have it generate a unique filename with a time stamp in it that ISN'T TOO LONG FOR THEIR AWFUL HELPDESK SOFTWARE!

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