14. Support
14.1. Support Procedure
If you have problems with or questions about a VASCO product, follow the steps below:
1. Check if your problem has been resolved in the online knowledge base at
2. If you are unable to solve your problem with the Knowledge Base, please contact the company which sold
you the VASCO product.
3. If your supplier is unable to solve your query, they will automatically contact the appropriate VASCO expert.
If necessary VASCO experts can access your IDENTIKEY Appliance remotely to solve any problems. Remote
support and access to your IDENTIKEY Appliance are achieved through the VASCO Customer Portal.
14.2. Allowing Remote Support Connections
If necessary, VASCO experts can access your IDENTIKEY Appliance remotely to solve problems. Remote support
requires a connection between the VASCO Customer Portal and your IDENTIKEY Appliance.
14.2.1. Before You Begin
A support certificate must be installed before a connection can be established to the VASCO Customer Portal (see
5.6. Activating a Support Certificate
).
Note
When the Rescue Tool is running on the console, support is always enabled.
14.2.2. Allowing Remote Support Connections
Procedure 27: Allowing remote support connections
1. Log on to the IDENTIKEY Appliance Configuration Tool).
2. Navigate to
System > Support
.
3. Select
Enable Support
.
This enables VASCO support to connect to the appliance to perform maintenance operations as requested.
14. Support
IDENTIKEY Appliance 3.11.12 - Installation and Maintenance Guide
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