General

Q: When does support begin?
A: Support begins the day that your product was shipped.
Q: What is my Company ID number?
A: Your Company ID is a 5 or 6 digit number that grants access to both Technical Support and the online Knowledge Base. Customer Service can supply you with this 5 or 6 digit number by contacting us at 888-683-3030 or 651-628-1540, or by email at service@securecomputing.com. Please make sure you have your product serial number when calling or emailing.
Q: Who should I contact to renew my support contract?
A: As appropriate, call Secure Computing Sales at 1-800-379-4944 or your Reseller directly.
Q: Where can I find the product manuals?
A: Product manuals in PDF format are located on the product CDs and on our web site. To access manuals on our web site, select Support -> Downloads. You will need to know your company ID number to download the manuals.
Q: How can I order a hard copy of the Administration Guide for my product?
A: Check the materials included in your software box for a fax back order form. Simply fax in your order to Order Processing at 651-628-2707, and your order will be processed accordingly. Note that SmartFilter manuals are only available in PDF format.
Q: I want to arrange for some training on my products. Who should I contact?
A: You can direct any questions regarding training to training@securecomputing.com, or call 888-740-8040.
Q: I did not receive my Support Certificate, can I have my Support Certificate mailed to me?
A: Secure Computing no longer mails support certificates. However, you may view your support certificate online by clicking the following link: www.securecomputing.com/goto/supportcert. Please have your product serial number available. Certificates are only supplied for the Sidewinder, Gauntlet, and SafeWord PremierAccess products.
Q: Is it possible to receive Technical Support if I don't have a valid support contract?
A: You can receive Technical Support if you opt to pay an hourly fee. Simply contact Customer Service at 888-683-3030 with your credit card number and the expiration date.
Q: How do I request a software upgrade?
A: Complete the Product Upgrade Request Form located on our web site at http://www.securecomputing.com/product_upgrade.cfm. If this is an urgent order, please be sure to note this in the Additional Comments field.
Q: How do I get the latest patch?
A: Refer to Web page: http://www.securecomputing.com/goto/updates. Note: You will need to have valid support in order to download and install patches or upgrades.
Q: How can I check trouble tickets on-line for my Sidewinder, SmartFilter, or SafeWord product?
A: On our web site, select Support -> Technical Support -> Online Support Login. You will need a login account to access this site. Choose "Create an Account" to register. You will need a valid product serial number to complete this registration process. Once you submit the registration you will be sent an email containing your password.

Firewall or Security Appliance (Sidewinder, Sidewinder G2, Gauntlet, and SoftRemote)

Q: I have recently activated my firewall or security appliance and a feature is not licensed. What do I need to do?
A: Contact Customer Service at 888-683-3030 or 651-628-1540, for verification that a feature was requested and you have valid support for the serial number that you are trying to activate.
Q: I activated my Sidewinder and it shows only 25 users and I should have more. What should I do?
A: Please contact Customer Service at 888-683-3030 or 651-628-1540 or send an email to service@securecomputing.com. When sending an email please include your Sidewinder serial number, company name and address and contact phone number.
Q: I don't know my Sidewinder serial number. Where can I find it?
A: Your SWXX-XXXX-XXXX-XXXX serial number can be found in one of the following three places (version 5.x or later):

• Via the GUI (Cobra)...click the Cobra icon located on the X Windows toolbar. Now click Connect and login to the Sidewinder. Select Firewall Administration ->Firewall License. You will find the information on the Firewall tab.
• Via the command line...in the /etc/Sidewinder/ directory, perform a more license.conf
• Activation certificate...you will find an "Important Activation Certificate" inside the software box.

Q: Why does my Sidewinder firewall show my support is not licensed (expired) if I just renewed my support contract?
A: You need to reactivate your Sidewinder by one of the following two ways:

• If the Sidewinder is directly connected to the internet:
• Perform a cf license get from the command line OR
• Click Submit Data on the Firewall tab under Firewall Administration ->Firewall License in the GUI (Cobra).
• If the Sidewinder is on an isolated network: click on the following link and complete the activation form provided: http://www.securecomputing.com/activation.cfm?product=Sidewinder. Be sure you have your Sidewinder serial number and firewall ID ready. You will receive your new activation key with instructions.

Q: I have ordered more user licenses for my Sidewinder; however, the firewall still shows the previous user level.
A: You need to reactivate your Sidewinder as described in the previous question. If after reactivating the user level still does not show the correct number of users, please contact Customer Service by phone at 888-683-3030 or 651-628-1540 or by email at service@securecomputing.com.
Q: Is anyone eligible for a SoftRemote evaluation?
A: No, you must be running a Secure Computing Sidewinder or Gauntlet v. 6.0 / e-ppliance firewall. If you are not running one of the above mentioned products, and would like to evaluate any of our products, contact Customer Service at 1-888-683-3030 or 651-628-1540. We will get you in touch with your local Sales Representative. However, if you are neither running one of the above mentioned products, nor are you interested in evaluating them, you will need to contact SafeNet directly at www.safenet-inc.com.