When you call the Thales e-Security helpdesk with a question regarding P3, please make sure you have answers to the following questions:

1. Please describe your issue in detail. Do you see any error messages?

2. What is the version of P3 and interpreter.dll (see P3 about box)?

3. What is the version of Operating System and any service packs?

4. What is the version of HSM/P3CM firmware being used?

5. What is the HSM model or the P3CM application version?

6. What is the application type that is being generated?

7. Has an application been successfully created using the current configuration?

8. If not what changes have been made since a successful application was created?

9. Is the test LMK being used (if so we can ask for the database and files to recreate the problem – please note we cannot analyze data if the test LMK is not used)

10. What is the impact of this issue on your live system?