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

1. Please provide us with the Serial number of the Safedial+.

2. Provide precise details of the problem you are having including network diagrams if necessary.

3. Is RAS being used? If so is this NT/Windows 2000 or other RAS device (Optiva/Equinox)

4. What Operating System is the client using?

5. Is a Safeport+ being used or PCMCIA slots?

6. Can you connect from SafeDial+ to SafeDial+ via HyperTerminal? Are there any errors when connecting?

7. Can you log onto the SafeDial+ using the SafeDial+ client program?

8. What version of firmware is on the SafeDial+? To find out issue the command AT$MH from HyperTerminal.

9. Does the Safedial+ work in clear and/or encrypt?

10. Please provide us with the Dial Up Networking / Modem log from your operating system.