How to understand XpressConnect Support Files

From Provider Wiki

Contents 1 Introduction 2 Contents of a Support File 2.1 Device data: 2.2 User data: 2.3 Operating System Information: 2.4 Security Information: 2.5 Network and Adapter Information: 2.6 Computer State: 2.7 Network Adapter and Service Details: 2.8 Certificate Data: 2.9 Installed Applications: 2.10 XpressConnect Information: 2.11 Log File:

Introduction

XpressConnect support files provide some extremely useful information for a Local Support Provider, ISC Staff, and the vendors of SecureW2 and XpressConnect if necessary. The contents overview below is taken from a Windows machine, but similar data appears in a similar order depending on the OS.

Contents of a Support File

Device data:

1. Device manufacturer
2. Device model
3. Computer name

User data:

PennKey User Name

Operating System Information:

1. Operating System Version (ex Mac OS 10.6.x, Microsoft Windows Vista Home Premium 64 bit, etc.)
2. Operating System patch level (ex Service Pack 3, 10.6.6, etc.)
3. Language pack numeric code

Security Information:

1. Antivirus State (reported from Windows Security Center)
2. Firewall State
3. Windows Update State

Network and Adapter Information:

1. List of network devices/state
2. List of configuration of network devices
3. Registry keys of each network device/associated drivers and software.
4. DNS configuration
5. Output of an ipconfig /all or ifconfig
6. Routing tables

Computer State:

Enumerated list of services/their state at the time XpressConnect ran.

Network Adapter and Service Details:

1. Driver names
2. Versions of Drivers

Certificate Data:

List of root CAs by Cert Blob.

Installed Applications:

List of installed applications.

XpressConnect Information:

1. Configuration XML (you will see data for every device XpressConnect is set up to configure)
2. URL of XpressConnect Server
3. SecureW2 version

Log File:

Output of what happened as XpressConnect ran on the specific device and the result of each attempted action or query.