Kerio Connect Support

Posted on  by admin

Please note, that starting June 7th 2017 we have shifted to a new ticketing system. Over the coming months we will be looking to continue the ability for automated upload of log files to create tickets directly from the product.

In the meantime please follow the simple steps below to collect relevant logs and create a ticket.

Applies to: Kerio Connect, Kerio Control, Kerio Operator

Collecting log files:

1) Support Information file: (Webadmin > Status > System Health > Support Information)

2) Error Logs: (Webadmin > Logs > Error > Right click on the logs and select “Save log ” > Make sure “Plain Text” and “Full File” are selected)

3) Warning Log: (Webadmin > Logs > Warning > Right click on the logs and select “Save log ” > Make sure “Plain Text” and “Full File” are selected)

4) Security Log: (Webadmin > Logs > Security > Right click on the logs and select “Save log ” > Make sure “Plain Text” and “Full File” are selected)

5) Add any other relevant information to the Troubleshooter Folder, such as screenshots sample emails or Windows Event Logs.

6) Compress this folder and name it as YY_MM_DD_CompanyName.zip (Example: 09_02_21_abcsoftware.zip). Save this file name as you will need it later.

7)Log into the GFI FTP Server in order to upload your file. If using Internet Explorer go to ftp://gfi:[email protected] For all other FTP software, use the information below.

FTP Server details:

  • Host: ftp://ftp.gfisoftware.com
  • User: gfi
  • Pass: gfi911cust

Note that once connected you will not see any files present either before or after uploading. This is to ensure confidentiality.

8) Upload your files. (Again, you will not see the files on the FTP site when finished.

9) If logging a new case, please supply the filename (from Step 3) in the appropriate field on the Web Submission Form. If you already have a case, please supply the filename as part of your normal correspondence.

Create your ticket and provide
your log file name.