Support
Get the right support for your product.
Find installation, troubleshooting, remote assistance, and security sample reporting channels for nProtect and TACHYON products.
Technical Support
Product technical support
Receive guidance for installation, removal, errors, policy operation, and product updates.
- Check the product name and version
- Prepare the error message and reproduction steps
- Use the official technical support center for detailed assistance
Remote Support
Remote assistance
When guided troubleshooting is required, a support specialist can assist through the designated remote support service.
- Start remote support only after consulting a specialist
- Close confidential documents before the session
- End the connection when support is complete
Security Analysis
False positive and sample reporting
Submit suspicious files, URLs, or potential false positives with the relevant product and detection information.
- Do not include unnecessary personal or confidential information
- Password-protect archives when instructed
- Include detection names, timestamps, and reproduction details
Preparation
Information that helps us respond faster
Accurate environment and issue information shortens diagnosis and helps the support team identify the correct response path.
- Organization and contact details
- Product, operating system, and browser versions
- Screenshots, logs, and the time the issue occurred
Next step