If you encounter a problem while installing, registering, or operating this product, please refer to the documentation before contacting support. If you cannot resolve the issue, contact your supplier or Thales Customer Support.
Customers using Thales Trusted Cyber Technologies (TCT) products, including the Thales TCT CipherTrust k570 appliance and Thales TCT Network HSM, should contact Thales TCT Customer Support
Thales Customer Support operates 24 hours a day, 7 days a week. Your level of access to this service is governed by the support plan arrangements made between Thales and your organization. Please consult this support plan for further information about your entitlements, including the hours when telephone support is available to you.
Customer Support Portal
The Customer Support Portal, at https://supportportal.thalesgroup.com, is where you can find solutions for most common problems. The Customer Support Portal is a comprehensive, fully searchable database of support resources, including:
Software and firmware downloads
Latest product documentation
Latest release notes listing known problems and workarounds
A knowledge base
Technical notes, and more
You can also use the portal to create and manage support cases.
You require an account to access the Customer Support Portal. To create a new account, go to the portal and click on the REGISTER link.
If you have an urgent problem, or cannot access the Customer Support Portal, you can contact Thales Customer Support by telephone at +1 410-469-1651. Additional local telephone support numbers are listed on the support portal.
You can also contact technical support by email at firstname.lastname@example.org.
Troubleshooting Issues in Conjunction with Customer Support
When making a support call, the CipherTrust Manager System Administrator (ksadmin) may be asked to log in using ssh to retrieve CipherTrust Manager Logs. CipherTrust Manager Logs are located in this directory:
Any ssl connection related error message can be filtered from the log file based on “ERR ” and “tls” tags.