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If you are having problems connecting to SU-Secure using the SU-Connect wizard, you can create a Help File that you can then add to the ticket as an attachment.

Create the file on a Windows computer

• From the SecureW2 program choose Settings>Troubleshoot>Create Help File
  
• The program will gather information for the help file.
  
• Once done it will save to the Desktop.
  
• From there you can save the file to a thumbdrive.

Create the file on a Mac

• From the SecureW2 JoinNow program, click Settings>Troubleshoot>Create Help File
  
• Have the user enter their Mac credentials if prompted.
  
• Once it's finished, choose OK.
  
• The file is saved on the desktop.
  
• Copy it to a thumb drive so that you can attach it to the ticket.

Attaching it to the ticket in iSupport

• In the iSupport ticket, click Attachments.
  
• Click Add to search for the file, then click Open.
  
• The file will be attached.
  

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