To send a request to our technical support, use the contact form at http://support.kerio.com/.
To be able to help you solve your problems the best and in the shortest possible time our technical support will require your configuration data and as clear information on your problem as possible. Please specify at least the following information:
Clearly describe your problem. Provide as much information on the problem as possible (i.e. whether the issue arose after you had installed a new product version, after an upgrade, etc.).
You can use the Administration Console to create a text file including your WinRoute configuration data. Take the following steps to generate the file:
Run WinRoute Firewall Engine and connect to it through the Administration Console.
If you use dial-up, connect to the Internet.
In the Administration Console use the Ctrl+S keys.
The text file will be stored in the home directory of the logged user.
(e.g. C:\Documents and Settings\Administrator
)
as kerio_support_info.txt
.
Note: The kerio_support_info.txt
is generated by the Administration Console. This implies that in case you connect to the administration remotely, this file will be stored on the computer from which you connect to the WinRoute administration (not on the computer/server where the WinRoute Firewall Engine is running).
In the directory where WinRoute is installed
(the typical path is C:\Program Files\Kerio\WinRoute Firewall
)
the logs
subdirectory is created. There you can find files error.log
and warning.log
. Attach these two files to your email to our technical support.