This article guides users on how to collect information that can be very handy in troubleshooting remote access. When submitting a case to the Syntric support desk, please ensure to include the information below, which can significantly speed up the troubleshooting process.
Step 1. Self-troubleshooting
Before submitting a case, please follow this guide. The steps in this article will resolve the vast majority of issues experienced with the Airwall.
Step 2. Screen Shot of the Network Panel
The first information to include in your support request is a screen shot of the networks panel. This can be accessed, on Windows, by opening the Airwall task tray and then pressing the network icon. Images stepping through this process can be seen below.
Before taking the screenshot, please ensure you have pressed 'ping open network'.
2.a. Open the Airwall Agent Tray
2.b. Open the Network Panel
2.c. Press the 'Ping opened network' button then take a screenshot of this panel
Step 3. Error Messages
Please include screenshots or verbatim quotes of error messages being received when experiencing any issues. This might be a screenshot of an error message in a browser, or of the application you're attempting to use to connect. It is highly beneficial if you can include the whole screen, not just the error itself.
Step 4. Steps to Replicate
In your support request, please include the steps we can perform the replicate the issue. For example:
I am trying to connect to the webpage on 123 Fake St's BMS. I do this by opening https://172.16.0.123 in Google Chrome.
Or, as another example:
I can't use Microsoft Remote Desktop to IP address 172.16.0.123, I get an error stating "connection timeout"