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

1. Description of the problem with the sequence of events/entries made and what happened.

2. When did the problem start happening / has the device ever worked / what has changed on your system recently?

3. Which model of WebSentry are you using (PCI card or Ethernet) and what is the serial number?

4. Which software versions are used :
Operating System
WebSentry software
Development environment for writing API code: e.g. Visual C

5. Is it possible to re-load the embedded code: kernel, fpga, application? If so, what versions have you loaded and what bootstrap do you have?

6. Have you tried killapp?

7. Is the config file extractable?