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. Or, 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. Install the needed packages by running the following command:
   
   yum install http://appliance.webwasher.com/support/getlogs.rpm

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Run the getlogs script:
NOTE: You can run the getlogs script while your MWG appliance is running. There is no technical need to take the appliance 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, you are prompted to disable these services temporarily or skip certain steps of the data collection. McAfee Enterprise 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 KB87321 - How to use the LDT Hardware tools to gather appliance troubleshooting logs 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 Enterprise product: (for example, MWG)
Model number: (for example, 5000 Appl-C)
Serial number of the specific appliance: (CLI: dmidecode|awk '/System Information/,/^$/')
Entitlement (NBD, ARMA, etc.): (will be filled out by McAfee Enterprise)
Description/symptoms of the issue:
Troubleshooting steps performed:
Diagnostics logs included: (Yes/No)
Suspected part needed:
Additional suspected part needed:
Will an onsite technician be needed: (Yes/No)
Is the appliance in an off-site location?
McAfee diagnosed: (will be filled out by McAfee Enterprise)
Indicate if there are 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:
Additional address info (department name, suite number, floor, ...):
City:
State:
Postal code if applicable:
Country: