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MailGate Support Issues

Q. How can I send log and configuration files to MailGate support?
A. Log and/or configuration files can be e-mailed directly to the support team by filling in the 'Email for support' form in the MailGate application.

To make sure that full, detailed information is logged, click on Logging (on the toolbar of the main screen). Enabled options have a tick beside them, if you have options that are not ticked, click on them to enable them. If you have logging items that were not enabled, you may wish to enable them and wait for the problem to reoccur before sending the log - this is to ensure that the log contains enough information to distinguish the problem.

To send the log and/or configuration files:
  1. On the main MailGate window, click on Help | E-mail for support.

  2. On the screen that appears, over to the top-left you'll see a list titled "Select logs to include". This list shows all logs by date order, MG<yymmdd>.log. You will need to select the log that you wish to send - only highlighted log files will be sent. To select more than one file, hold down the CTRL key while selecting.

  3. The check-boxes to the top-right of the window, "Include connection history" and "Include configuration" should be checked. This will send a copy of your connection history (displayed on the main MailGate window), and also your MailGate settings.

  4. In the "Reply address" field, type in the e-mail address that you want the support team to respond to.

  5. In the "Message" field, type in a description of the problem you're experiencing, and any other information that you feel could be helpful.

  6. Once you have done the above, the "Send" button should become enabled. Clicking on this button will send the message to the Outgoing Queue in MailGate, and will be sent the next time MailGate connects to the Internet.

How to send log and configuration files if MailGate is having trouble sending mail
  1. Log files can be found in the 'log' directory within the main MailGate directory (usually "C:\Program Files\Mailgate").

  2. A copy of your configuration can be obtained from MailGate by clicking on Gateway | Backup Configuration, and saving the file.

  3. If the log file is particularly large, you can add the log and configuration files to a zip file and send that to us. If you have an Internet connection available somewhere on your network, and you have a Web based e-mail account (eg. hotmail), then you can always send us the information that way. All support e-mails should be sent to support@mailgate.com.



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