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ProSecure Unified Threat Management UTM10 or UTM25 Reference Manual
12-10 Troubleshooting and Using Online Support
v1.0, September 2009
• Time is off by one hour. Cause: The UTM does not automatically sense Daylight Savings
Time. Check the Time Zone menu, and select or deselect the checkbox marked “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.
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.
Figure 12-2