If you have a support question that has not been answered by the Online Help then please email us with the Subject header starting with SUPPORT:

Also, if you think you may have found a significant bug in FirePlotter, then we will be pleased to provide a free license to anyone who helps us to find and fix bugs. Again then please email us with the Subject header starting with SUPPORT:

Please include the following (we suggest you Cut and Paste list below into your email)*:

1) A description of the problem, if possible including screenshot of problem.

2) The PC Operating System (Vista, XP, 2003, W2K etc) you are running?

3) Make, Model and Firmware/OS Version of firewall?

4) The version of FirePlotter you are running? (in Help, About)

5) Are you using SSH or Telnet?

6) Is FirePlotter local to the firewall or being used over a remote link/VPN?

7) Detailed logging data for the problem. Please edit your C:\Program Files\FirePlotter\FirePlotter.ini file, and in the [Connections] section add the line "LogLevel=255" and save the file.

Then re-create the problem, press Pause between a refresh cycles and then please attach to your email to us a (zipped) copy of all the *.txt files in the c:\Program Files\FirePlotter or C:\Users\[username]\AppData\Local\VirtualStore\Program Files\FirePlotter (Vista)*.

Please note LogLevel=255 significantly reduces FirePlotter performance, so we recommend the line is removed once the technical issue is resolved.

8) What is a typical number of sessions that pass through the firewall?

 *Any confidential information (e.g. IP addresses or passwords) use Search & Replace to change to X.