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Software Index

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Technical Support Request

To ensure a timely and thorough response to your request, please answer the questions below with as much information as possible.  Click on each section heading for detailed instructions.

Long Form   Short Form  

Long Form TSR for configuration and troubleshooting.

Who are you?

License Type Customer ID
Name Title
Company Address
Country
Email Phone

What software are you running?

DEI Product   Client   Server
   
   
   

Exactly what problem are you seeing?

Describe the Problem
Expected Behavior
Text of Error Message
Source of Error Message Client
Client Operating System
Other client-side source
  Server
Server Operating System
Other server-side source
Do you have? Client Log File
Client Screenshot
Client System Log
Client Config File
  Server Log File
Server Screenshot
Server System Log
Server Config File
Preserve any relevant files or screenshots.  A DEI technician may request these later.

Can you reproduce the problem?

Exact sequence of steps which trigger the problem
Conditions which do not trigger the problem

What else can you tell us?

Client   Server
CPUs GHz Cores   GHz Cores
OS Versions  
Virtualization  
WAN Link
bits per second

In   Out
 
In   Out
Do you have? Hardware Firewall
Software Firewall
Network Emulator
IPsec/Packet VPN
SSL VPN
  Bandwidth Management Device
Guaranteed Bandwidth
Network Compression Device
Link Multiplexor
SAN, CIFS, SAMBA, NFS, AFP, etc.
Data Being Moved Total Size bytes   Number of Files
Anything else?

Licensed customers will normally receive a response within one business day.

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