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How to submit a hardware issue to the Web Gateway Technical Support team
Technical Articles ID:   KB89685
Last Modified:  1/9/2019
Rated:


Environment

McAfee Web Gateway (MWG) 8.x, 7.x

Summary

This article describes how to submit a hardware issue to the Web Gateway Technical Support team. To open a ticket with our hardware service provider, NCR, you need to install and run the getlogs script to collect hardware logs and provide us with the output. Alternatively, if the getlogs script does not run, you can collect System Event Logs using the Remote Management Module. In addition, you must provide us with the completed contact and shipping information template.

Install the getlogs package:
  1. Connect to your MWG command-line interface (CLI) using SSH as the root user.
  2. Run the following command to install the following packages:

    yum install http://appliance.webwasher.com/support/getlogs.rpm

Run the getlogs script:
NOTE: You can run the getlogs script while your MWG appliance is running. There is no technical need to take it offline.
  1. Connect to your MWG CLI using SSH as the root user.
  2. Run the following command:

    /opt/getlogs/getlogs.sh /opt/getlogs-output.zip
     
  3. When prompted, enter information about your system and issue. For example, SR X-XXXXXXXXX, MWG 5500-D appliance, 1 drive failed. Press Ctrl+D when you are finished.
  4. If you have Intel® Active System Console (ASC) or SNMP sub Agent (Intel SNMPSA) running on your system, you are prompted for a decision to disable these services temporarily or to skip certain steps of the data collection. McAfee highly recommends that you press Enter to temporarily disable these services so that the data collection can be as complete as possible. The services will automatically be restarted immediately after the data has been collected.
  5. After the getlogs script has finished, transfer the output off your MWG appliance, for example, using WinSCP. The .zip file is located under /opt/getlogs-output.zip.

Collect the System Event Logs (alternative to getlogs script):
If the getlogs script does not run, you can collect System Event Logs (SEL) using your Remote Management Module (RMM).

NOTE: The following instructions are for an RMM4. Follow the Linux Diagnostic Tool (LDT) article (KB87321) for gathering the logs for an RMM3.
  1. Log on to your RMM user interface.
  2. Select Server Health, Event Log.
  3. Select All Events under Select an event log category.
  4. Click Save Event Log below the log table.

Fill out the following contact and shipping information template:

McAfee product: (for example, MWG)
System model number: (for example, 5000 Appl-C)
Serial number: (CLI: dmidecode|awk '/System Information/,/^$/')
Entitlement (NBD, ARMA, etc.): (will be filled out by McAfee)
Short description of issue:
Troubleshooting steps performed:
Diagnostics logs attached: (Yes/No)
Suspected part needed:
McAfee diagnosed: (will be filled out by McAfee)
Will an onsite technician be needed: (Yes/No)
Indicate if there are there any access restrictions or if advanced notice is necessary:
Location hours of operation:

POINTS OF CONTACT
Customer/Account company name:
Primary contact
Full name:
Phone number:
Email address: 

Secondary contact (or more as necessary) to include in all communications
Full name:
Phone number:
Email address: 

SHIP TO
Ship to address is the same as the location of the appliance: (Yes/No)

Street name and number:
City:
State:
Postal code if applicable:
Country:


 
Submit the issue to the Web Gateway Technical Support team:
Provide the completed contact and shipping information template to the Web Gateway Technical Support team by sending an email to an existing Service Request. Provide the zip archive by attaching it to the email, the Service Request, or with (S)FTP/SCP using the steps in KB50534.

When the Technical Support team has received the information, the hardware entitlement will be checked for existing support. After that, a ticket will be opened with NCR to initiate the replacement process.

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