flash

Request Support

  1. Please see the Support Request Checklist.
  2. Use Support Request Form or refer to Support Contact Information.

Support Request Checklist

Before opening a support request with Stonesoft Support please ensure that the following information is available to speed up the support request processing:


Support Contract Information

Please provide valid support identification. You must use the identification for the installation that is having the problem.  Invalid identification or not having proper identification at all can cause delay processing the support request.

For StoneGate Platform any of the following is acceptable:

  • Support Contract ID
  • Proof-of-License (POL)
  • License ID
  • Proof-of-Serial of StoneGate appliance
  • Serial Number of  StoneGate appliance

For StoneBeat Platform any of the following is acceptable:

  • Support Contract ID
  • License key

Contact Information

Please provide information listed below that can be used to reach you in regards to the support request:

  • Full Name
  • Company Name
  • Email address
  • Phone number(s)

Problem Description

Please include detailed and thorough problem description including any steps that could have led to the situation and what troubleshooting steps if any has already been taken. Include all error messages that appear during the problem using screenshots or log exports if available.  Please see the additional information section for further troubleshooting information that should be provided.

Version Information

Please provide information about current versions in use for all the components.

For StoneGate Platform include:
  • SMC, FW/VPN , IPS or VPN Client versions that are part of the problem
  • Operating System version (SMC and VPN Client installations)
For StoneBeat Platform include:
  • The StoneBeat version
  • Operating System version
  • Third party product version
Also include service pack or patch information for all of the software components if any.

Additional Information

Depending on the nature of the problem more information can be requested by Support. Stonesoft has made available specific scripts for both StoneGate and StoneBeat that can be used to automate troubleshooting information gathering. These script should be run during the time of the problem or shortly after on all of the devices that are part of problem environment to the ensure the correctness of the troubleshooting data. Please use the info scripts for StoneGate and StoneBeat to help you to gather the technical information.

In complex network related problems a diagram should be provided including all the active components that are part of the problem environment in addition to possible binary traffic captures using tcpdump or some other network sniffer program. Stonesoft Support is glad to assist you in case you are not sure what troubleshooting information you should provide for the Support Request.  Please remember that it’s always recommended to provide too much information than too little.


License related questions should be directed to Order Services order@stonesoft.com.