To receive assistance as quickly as possible, please prepare the following information before submitting a query online or contacting your regional help desk:
- Thales support contract number
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- Serial number of the product
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- The nature of the fault. Depending on the product and what the fault is, you may be asked by the Helpdesk to supply supporting test data, under the Thales Test LMK and/or additional details regarding your network configuration
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- Physical address (in case we need to issue a Return Authorisation)
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In addition, please prepare the following product specific information
| HSM RG7XXX |
- Type (for example RG7100, RG7110, RG7400)
- Base firmware release
- Firmware revision
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| HSM 8000 |
- Base firmware release
- Firmware revision
- Contents of Error Log, if any
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| P3 |
- Software version
- Operating System
- Information about the associated P3CM device (see below)
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| P3CM-100/200 |
- Base firmware release
- Firmware revision
- Software version of P3 that is being used in conjunction with the P3CM (to include whether Server, Advance or Desktop is being used)
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| P3CM 250 |
- Serial number
- Base firmware release
- Firmware revision
- Version of P3 that is being used in conjunction with the P3CM (to include whether Server, Advance or Desktop is being used)
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| WebSentry/PaySentry/SafeSign Crypto Module |
- Firmware revision
- Version of WebSentry Manager
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| DC2K/DCAP |
- Firmware revision
- Log files
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Please consult our FAQs if you are unsure how to obtain any of the information above