Creating a Help File from the SU-Connect Secure W2 program

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

  Open

  

  create help file

• The program will gather information for the help file.

  Open

  

  system information

• Once done it will save to the Desktop.

  Open

  

  save to 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

  Open

  

  create help file

• Have the user enter their Mac credentials if prompted.

  Open

  

  enter credentials

• Once it's finished, choose OK.

  Open

  

  finished screen click ok

• The file is saved on the desktop.

  Open

  

  file saved to desktop

• Copy it to a thumb drive so that you can attach it to the ticket.  

Attaching it to the ticket

• When creating a ticket at https://itsupport.salisbury.edu, you can add an attachment in the Attachments window:

  Open

  

  attachment window

  
  
  

• You can either drag and drop the file, paste screenshots, or browse for a file to attach.

Related articles