Downloading support information for your Synergis unit - Synergis Softwire 11.4.3

Synergis™ Appliance Configuration Guide 11.4.3
Product
Synergis™ Softwire
Content type
Guides > Administrator guides
Version
11.4
Release
11.4.3
Language
English
Last updated
2024-04-16

To simplify troubleshooting your Synergis™ unit, you can download a single file containing all the information you need to provide Genetec™ Technical Support with from the Synergis™ Appliance Portal.

What you should know

The archive file that you download is an encrypted .gen file that only Genetec Technical Support can decrypt. The archive file includes all the information that you can download from the Download support logs, Download audit logs, and Download configuration files pages in the Synergis Appliance Portal.

Procedure

  1. Log on to the Synergis unit.
  2. Click Maintenance > Download support information.
  3. In the Download support information section, do one of the following:
    • Click Download all.
    • Select specific categories to download, and then click Download selected.
    Download support information page in the Synergis Appliance Portal.
    The .gen file is downloaded.
  4. Save the file to provide to Technical Support.