26.1 Essential Information
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## 26.1 Essential Information

To send a request to our technical support, use the contact form at http://support.kerio.com/.

To be able to help you solve your problems the best and in the shortest possible time our technical support will require your configuration data and as clear information on your problem as possible. Please specify at least the following information:

### Description

Clearly describe your problem. Provide as much information on the problem as possible (i.e. whether the issue arose after you had installed a new product version, after an upgrade, etc.).

### Informational File

You can use the Administration Console to create a text file including your WinRoute configuration data. Take the following steps to generate the file:

- Run WinRoute Firewall Engine and connect to it through the Administration Console.

- If you use dial-up, connect to the Internet.

- In the Administration Console use the Ctrl+S keys.

The text file will be stored in the home directory of the logged user.

(e.g. `C:\Documents and Settings\Administrator`)

as `kerio_support_info.txt`.

Note: The `kerio_support_info.txt` is generated by the Administration Console. This implies that in case you connect to the administration remotely, this file will be stored on the computer from which you connect to the WinRoute administration (not on the computer/server where the WinRoute Firewall Engine is running).

### Error Log Files

In the directory where WinRoute is installed

(the typical path is `C:\Program Files\Kerio\WinRoute Firewall`)

the `logs` subdirectory is created. There you can find files `error.log` and `warning.log`. Attach these two files to your email to our technical support.

### License type and license number

Please specify whether you have purchased any WinRoute license or if you use the trial version. Requirements of owners of valid licenses are always preferred.

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Chapter 26 Technical support | Contents | 26.2 Tested in Beta version