When you call the Thales e-Security helpdesk with a question regarding the Datacryptor 2000, please make sure you have answers to the following questions:

1. Please supply the log, config and policy files for ALL units involved. Ensure that log files are complete (do not truncate).

2. Also include version numbers for;
Bootstrap.
Application Code.
Element Manager.

3. Please draw a network map (if appropriate).

4. Please give comprehensive details of peripheral equipment. For example if it an Element Manager issue give details of OS, service pack etc. If it is a WAN issue give details of router configuration/ISP etc.

5. Please give some indication of whether the problem is constantly reproducible, intermittent or whether it was a one-off (i.e. was it cleared after a reboot?).

6. Please give details of any LED activity (see Appendix A of the install.pdf on the DC2K CD for information on LED meanings).

7. Which algorithm is loaded?

8. Is network traffic passing in any direction?

9. Have you tried reloading the unit and recommissioning it (Commercial units ONLY! – This does not apply to HMG code)

10. What has changed in your environment or on the Datacryptor 2000’s before this issue occurred?