Problem Reporting Procedure

At ANTlabs, we strive to make your experience with our products as easy and as worry-less as possible.

In incidents when you need to report a problem that you find when using our products, please make sure that you have done the recommended hardware diagnostic procedure. In addition, please prepare the following basic information to facilitate speedy troubleshooting:

• Hardware or Software Serial Number
• IP Address
• Login Credentials
• Date and Time of Occurrences
• Description of Problem
• Information on any recent changes or upgrades done
• Results of initial diagnostics and tests performed
• Current configuration

You may also be asked for additional information such as:

• Traffic capture from end user device
• Traffic capture on the gateway
• End Device Information - MAC Address, ARP table information, IP Configuration Information