How do I troubleshoot OnPrem in case something is not working?

In case you bump into an issue with something not working as it should, you can always contact the support team: support@holmsecurity.com directly or initiate a Diagnostic package from the support section to share with the support team, follow these steps to initiate:

  1. Login to Web Administrator.
  2. Click in Support.
  3. Click on Diagnose Now or you can enable auto sharing and it will automatically be shared to the support team.
  4. Choose if you would like to include diagnostics from scanner appliances.
  5. Click on Proceed to initiate the package.
  6. Download your package by pressing the download icon next to “Last connected”.
  7. Send in your support case to support@holmsecurity.com along with the Diagnostic package.
  8. Done!
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