Contact technical support

If you require technical assistance at any stage, contact Axway Support with your queries.

It is important to include as much information as possible when contacting Support. This helps Support to diagnose and solve the problem in a more efficient manner. The following information should be included with all support emails:

  • The version of the product you are using.
  • A clear step-by-step description of the problem, including reproducible behavior if possible.
  • Any appropriate trace files.

System information can be generated and saved to a ZIP file in the Web Administration Interface or on the command line. See the following topics for more information:

For more complex issues, you can also enable remote support. For more information, see Enable remote support for the appliance.

In some cases, it might be necessary to report the serial number of the appliance in the support email. To obtain the serial number, issue the following command at the console (assuming you have established an SSH session with the appliance):

dmidecode -t 3 | grep -i serial

You can also obtain the serial number from the System Identification panel, which is a slide-out panel for system identification labels. The slide-out panel is labeled as EST on the front I/O panel. The Service Tag label gives the system serial number.

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