Our Customer Support may ask you to create and send a diagnostic file (WSDIAG) for further investigation.
If the file size of your diagnostic file is larger than 10MB, it is too large to send by email.
However, you can upload the file to our Customer Support's Dropzone by following the instructions below.
Make sure that you have a case number before submitting the file, which is stated in the email sent by our Customer Support.
- Access
https://withsecure.sendsafely.eu/dropzone/technicalsupport
using your browser. A Secure File Drop webform will be displayed
- Enter your Case Number and Email Address on the webform
- Click on Drag files here or click to add a file and select your file (or drag and drop it there)
- Click on Open button and wait until the file uploading is completed
- Click on Submit button to proceed with the submission
- Copy the Submission ID number shown on the page
- Reply to the email sent by our Customer Support to inform us that you have now uploaded the WSDIAG file and share its Submission ID number