How do I download technical support package and snapshot backup file?

01/14/2020 1,047 People found this article helpful 34,405 Views

Description

How To Download Technical Support Package and Snapshot Backup files from SonicWall Email Security (ES) Appliance.

Resolution

Feature:

This article walks you through on downloading Technical Support Package and exporting a backup snapshot from SonicWall ES appliance. Tech Support Package contains basic settings and logs of SonicWall ES appliance and help support engineer in troubleshooting the reported issue. SonicWall ES Appliance allows for creation and downloading of a snapshot backup.

Note: You may either "Take a snapshot" or "Download Snapshot." Taking a snapshot creates a file on the Email Security server. Downloading a snapshot copies the snapshot file to your local hard drive.

This article will use SonicWall ES4300 with firmware version 7.4.1.7427.

Procedure:

Step 1: Logon to the ES appliance via its management IP address and then type the username and password, as shown below:

Step 2: Once Logged into the ES, click on "Advanced" under "System" on the left hand side menu, as shown in the screenshot below:

Step 3: From the advanced page scroll down the page on right hand side and look for the section "Download System/Log Files" and then pull the drop down menu next to "Type of file" and select "Technical Support Package", as shown in the screenshot below.

Step 4: Wait for the page to be refreshed and then click on the "Basic settings and Logs" next to "Choose specific files" and then you will notice the download button below will be activated, as shown in the picture below:

Step 5: Click on the download button and wait for a zipped package to be downloaded on your local hard disk, as shown in the screenshot below:

Step 6: Advanced page also allows for "Tech Support Package" to be sent via e-mail by clicking the "Email To" button on the right hand side, as shown in the screenshot below:

Fill in the boxes with appropriate sent from and recipient e-mail addresses, and then click on the the send button.

Step 7: To Download a snapshot back of the ES appliance, Click on the "Backup/Restore" under "System" from the left hand side menu. Backup/Restore page allows for creating/restoration of Snapshot on ES Appliance. Click on the Backup tab from the Backup/Restore page and then click on the "Download Snapshot" button and wait for a moment for system to prepare and download the snapshot in a zipped folder on your local hard disk, as shown in the screenshot below:

You can follow the arrows to download the snapshot by following the colored arrows, click on Black arrow > then Green Arrow > then Blue Arrow to download the snapshot.

Note: You may either "Take a snapshot" or "Download Snapshot". Taking a snapshot creates a file on the Email Security server. Downloading a snapshot copies the snapshot file to your local hard drive.

Step 8: Snapshot will be downloaded on the local hard drive.