GFI Product Guide. GFI Archiver and Office 365 Deployment Guide

Transcription

1 GFI Product Guide GFI Archiver and Office 365 Deployment Guide

2 The information and content in this document is provided for informational purposes only and is provided "as is" with no warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. GFI Software is not liable for any damages, including any consequential damages, of any kind that may result from the use of this document. The information is obtained from publicly available sources. Though reasonable effort has been made to ensure the accuracy of the data provided, GFI makes no claim, promise or guarantee about the completeness, accuracy, recency or adequacy of information and is not responsible for misprints, out-of-date information, or errors. GFI makes no warranty, express or implied, and assumes no legal liability or responsibility for the accuracy or completeness of any information contained in this document. If you believe there are any factual errors in this document, please contact us and we will review your concerns as soon as practical. All product and company names herein may be trademarks of their respective owners. Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and other countries. GFI Archiver is copyright of GFI SOFTWARE Ltd GFI Software Ltd. All rights reserved. Document Version: V Last updated (month/day/year): 23/04/2015

3 1 Overview of Microsoft Office System requirements Important Directory Service settings How GFI Archiver works with Microsoft Office Setting up Microsoft Office 365 and GFI Archiver integration Step 1: Setting up a Journaling Mailbox in Microsoft Office Setting up a Microsoft Office 365 Journaling Mailbox Disabling read receipts for Microsoft Office 365 mailbox Configure delete read receipts rule for internal s sent by the Journaling Mailbox Configuring a Transport Rule to prevent 'deleted without being read' response for external senders Disabling Junk settings Disabling automatic processing of calendar items Disabling the Recoverable Items folder in Microsoft Office Step 2: Configuring Forwarding Rule in Microsoft Office Step 3: Identify connection settings in Microsoft Office Verify Directory Services settings Step 5: Configuring a new Mail Server to Archive in GFI Archiver Step 5: Testing setup 27 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox Step 1: Setting up a 3rd Party Mailbox in Microsoft Office Configuring a Transport Rule to prevent 'deleted without being read' response for external senders Step 2: Configuring a Journaling Rule for an External Mailbox Step 4: Configuring a new Mail Server to Archive using an external mailbox Verify Directory Services settings Step 5: Testing Setup 35 4 Troubleshooting and support Introduction GFI SkyNet Web Forum Request technical support Documentation 36

4 1 Overview of Microsoft Office 365 Microsoft Office 365 is an online productivity suite with hosted services complementing or replacing in-house servers and applications. A typical Microsoft Office 365 deployment uses Exchange Online and users connect to it using the native Microsoft Outlook application or using the hosted version of Microsoft Outlook. This guide shows you how to set up GFI Archiver to archive from Exchange Online. While every effort is made to ensure that all functionality and references to third party software are correct, there might be discrepancies due to updates at the discretion of the aforementioned 3rd party vendors. Report any variations to documentation@gfi.com. 1.1 System requirements Use the following information related to software and hardware requirements and other important settings to ensure the successful integration of GFI Archiver with Microsoft Office 365. Pre-requisites Microsoft Office 365 Enterprise Plan deployment with configured users. GFI Archiver deployment. For information on how to install GFI Archiver refer to the Administrator Guide available for download at the following link: Microsoft Office 365 setup requirements Registered DNS domain. Access to the domain s DNS setup. Active Directory or GFI Directory domain for the registered DNS domain. Strong Password Policy for the domain Ensure that user accounts on your local domain Active Directory or GFI Directory machine and addresses in Microsoft Office 365 AD match. Open outbound ports on your firewall (80, 443, 993, 587) (Optional) An account with a third party provider (such as outlook.com) to use as the journaling mailbox. NOTE For a full list of software requirements for Microsoft Office 365, visit the Microsoft website Important Directory Service settings. GFI Archiver can use one of the following directory services: Microsoft Active Directory GFI Directory (Available from GFI Archiver 2015 or later) GFI Archiver relies on data within the directory service while processing and archiving data. This data is also used in other areas of the product. In Microsoft Exchange environments this data is normally always present as Microsoft Exchange populates it automatically. However, in non-exchange environments such as Microsoft Office 365, this data is not necessarily present and must be populated accordingly for GFI Archiver to work as intended. Refer to the following article if you experience GFI Archiver 1 Overview of Microsoft Office 365 4

5 problems after setting up everything as per our guide: directoryservicesettings. 1.2 How GFI Archiver works with Microsoft Office 365 GFI Archiver with Microsoft Office 365 can be deployed in 2 ways: Using a Mail flow - BCC the message to rule - GFI Archiver uses a dedicated mailbox configured in Microsoft Office 365 to act as a journaling mailbox. GFI Archiver archives all s copied to this mailbox. This is possible by setting a forwarding rule on Exchange Online, to BCC all incoming and outgoing to this mailbox. GFI Archiver connects to this mailbox to monitor new s and transfer them to the archive store database. For more information refer to Setting up a Microsoft Office 365 Journaling Mailbox (page 7). Using a Journaling rule and an external journal mailbox - Microsoft Office 365 also offers a native journaling facility, but this requires a non-microsoft Office 365 account as the journaling destination. This complicates the set-up when compared to the BCC rule as it involves a third party. This method is suggested when deploying GFI Archiver in a hybrid environment, for example where you have mailboxes both on Exchange and on Microsoft Office 365. For more information refer to Step 1: Setting up a 3rd Party Mailbox in Microsoft Office 365 (page 29). Advantages and disadvantages: MODES ADVANTAGES DISADVANTAGES Using a Mail flow - Bcc the message to rule Using a Journaling rule and an external journal mailbox This mode can be used with a journal mailbox within Microsoft Office 365 or with an external one. This method captures BCC information (similar to Exchange's envelope journaling). This method does not capture BCC information (similar to Exchange 2003 "Message-only journaling" - Depending on the settings under Mailboxes to Archive, such s might get deleted without being archived at all This mode requires an external journal mailbox (external to Microsoft Office 365) which must be accessible via IMAP by GFI Archiver. GFI Archiver 1 Overview of Microsoft Office 365 5

6 2 Setting up Microsoft Office 365 and GFI Archiver integration The setup process consists of the following five steps: STEP Step 1 - Set up a mailbox Step 2 - Create Forwarding rule Step 3 - Identify server connection information Step 4 - Verify directory service details Step 5 - Configure GFI Archiver Step 6 - Test your setup DESCRIPTION Set up a journaling mailbox in Microsoft Office 365. This mailbox will collect a copy of all s exchanged between your users. Create a Forwarding/BCC rule in Microsoft Office 365. By creating this rule, you make sure that a copy of every sent by your users is copied to the journaling mailbox that was set up in Step 1. In Microsoft Office 365, locate the connection settings and take a note of them. These settings are required by GFI Archiver for Exchange Online setup. Verify that directory service details are set up correctly according to the following article: Configure a new Mail server to archive with EWS connection in GFI Archiver. Here you specify the connection settings identified in Step 3. Test the integration of GFI Archiver with Microsoft Office Step 1: Setting up a Journaling Mailbox in Microsoft Office 365 The following topics describe how to configure a mailbox in Microsoft Office 365 that will be used by GFI Archiver for journaling purposes: Setting up a Microsoft Office 365 Journaling Mailbox We highly recommend performing the following additional tasks to ensure a seamless integration between GFI Archiver and Microsoft Office 365: Disabling read receipts for Microsoft Office 365 mailbox Configure delete read receipts rule for s sent by the Journaling Mailbox Disabling automatic responses for external senders Disabling Junk settings Disabling automatic processing of calendar items Disabling the Recoverable Items Folder in Office 365 GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 6

7 2.1.1 Setting up a Microsoft Office 365 Journaling Mailbox The following steps guide you to create a new user dedicated to journaling with an Exchange online license. All s exchanged between your users will be forwarded to this mailbox. 1. Login into Microsoft Office 365 as a user with administrator rights. 2. Go to setup > quick start > start. 3. Choose default domain and click next. 4. Click Add users and assign licenses. Click next. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 7

8 5. Select Add users one at a time. 6. Add the following user details: First name, for example, journaling. Last name, for example, mailbox. Display name, for example, journalingm User name, for example, journalingm 7. Click next. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 8

9 8. In the Assign role page define the following settings: OPTION Do you want this user to have administrator permissions? Set user location DESCRIPTION No Select your location from the drop down list. 9. click next. 10. In the assign licenses page, select only Exchange Online Plan 1, then click next. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 9

10 11. In send results in page specify the address where you would like to receive information about the new users and any corresponding temporary passwords. These results can be ed to up to five recipients. Enter the addresses separated by semicolons and click create. 12. In the results page, take a note of the new user name and temporary password. 13. Click finish Disabling read receipts for Microsoft Office 365 mailbox When using GFI Archiver with an Microsoft Office 365 mailbox, read receipts are sent out by the journaling mailbox when s sent with a request for a read receipt are removed from this mailbox and archived by GFI Archiver. The removal process generates an error saying s were deleted without being read, regardless of whether the intended recipient of the read it or not. The following configuration helps you prevent this issue: 1. Log in into Microsoft Office 365 using the journal mailbox user account. 2. Go to Outlook tab. 3. Select Settings icon then click Options. 4. Click Settings. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 10

11 5. Under read receipts, select Never send a response. 6. Click save Configure delete read receipts rule for internal s sent by the Journaling Mailbox To create a new rule that deletes read receipts for internal s sent by the journaling mailbox, follow the steps below: 1. Log in to Microsoft Office 365 using the administrator account. 2. From the top menu select Admin > Exchange to open Exchange Admin Center. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 11

12 3. Select mail flow. 4. In the rules tab, select the + (New) and select create a new rule. 5. In the new rule screen, configure the following options: OPTION Name *Apply this rule if... DESCRIPTION Type in a rule name, for example, Delete Read Receipts sent by Journaling Mailbox. 1. Select [The sender is...] and select the journal mailbox from the list of users. 2. Click more options, then click add condition. 3. Select The message properties > include message type 4. Select message type Read receipt *Do the following Click OK. Select Block the message > delete the message without notifying anyone. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 12

13 6. When prompted with the warning: Do you want to apply this rule to all future messages?, click yes. 7. Click save. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 13

14 8. View and verify the configured rule Configuring a Transport Rule to prevent 'deleted without being read' response for external senders When a sender from outside your organization sends a message with a read receipt request, a response is sent out from the server as soon as GFI Archiver collects the from the journal mailbox for archiving purposes. The response informs the sender that the message was deleted before it was read. The following steps guide you to create a new transport rule that prevents Microsoft Office 365 from sending automatic responses: NOTE This transport rule works only for external senders. 1. Log in to Microsoft Office 365 using the administrator account. 2. From the top menu select Admin > Exchange to open Exchange Admin Center. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 14

15 3. Select mail flow. 4. In the rules tab, select the + (New) and select Modify messages. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 15

16 5. In the new rule screen, configure the following options: OPTION Name *Apply this rule if... DESCRIPTION Type in a rule name, for example, Remove read request header for journaling mailbox. Select The recipient is... from the drop down list, then select the journaling mailbox from the list of users that pops up. IMPORTANT If using a third party mailbox, select the appropriate user from the list. *Do the following... Select Remove this header and key in: Disposition-Notification-To in the message header field. Click OK. 6. Click save. 7. View and verify the configured transport rule. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 16

17 2.1.5 Disabling Junk settings When using GFI Archiver with an Microsoft Office 365 mailbox, we recommend disabling the Junk E- Mail Settings to ensure that Junk folder in the journal mailbox does not consume space. The following configuration helps you prevent this issue: 1. Log in into Microsoft Office 365 using the journal mailbox user account. 2. Select Outlook tab. 3. Go to Outlook Tab > Settings icon > Settings GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 17

18 4. Under block or allow, select Don't move to my Junk folder. 5. Click save Disabling automatic processing of calendar items When using GFI Archiver with an Microsoft Office 365 mailbox, we recommend disabling automatic processing related to calendar items to ensure that the calendar folder in the journal mailbox does not consume space. The following configuration helps you prevent this issue: 1. Log in into Microsoft Office 365 using the journal mailbox user account. 2. Select Outlook tab. 3. Go to Outlook Tab > Settings icon > Settings GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 18

19 4. Go to calendar and under automatic processing, uncheck Delete meeting requests and responses that have been updated. 5. Click save Disabling the Recoverable Items folder in Microsoft Office 365 When using GFI Archiver with an Microsoft Office 365 mailbox, we recommend disabling Microsoft Office 365 from moving deleted items to the Recoverable Items folder. This prevents your journal mailbox from reaching its maximum capacity of 30 GB. When the maximum capacity is reached, GFI Archiver will not be able to archive s. NOTE The Recoverable Items folder is a hidden folder that contains s deleted in Microsoft Office 365 for a specific amount of time (default 14 days). Quotas for Recoverable items cannot be increased. When you disable this functionality s are automatically deleted from the journal mailbox once GFI Archiver archives the s. The following configuration helps you prevent this issue: 1. On a Microsoft Windows Server machine, open Windows PowerShell. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 19

20 NOTE You may need to enable Windows PowerShell script execution to connect to Exchange Online. To enable script execution for signed scripts, run the following command: Set-ExecutionPolicy RemoteSigned 2. Run the following command: $UserCredential = Get-Credential and key in the required credentials. 3. To start your remote session with Exchange Online, run the following command: $Session = New-PSSession -ConfigurationName Microsoft.Exchange - ConnectionUri -Credential $UserCredential -Authentication Basic -AllowRedirection 4. Run the following command: Import-PSSession $Session 5. To disable the Recoverable Items folder functionality, run the following command: Set-Mailbox Identity journal -SingleItemRecoveryEnabled $False -RetainDeletedItemsFor 0 6. To disconnect your session, run the following command: Remove-PSSession $Session NOTE For more information on how to connect to Exchange Online using remote PowerShell, refer to the following: Step 2: Configuring Forwarding Rule in Microsoft Office 365 Follow the steps below to create a new BCC rule that forwards all to the journaling user configured in Step 1: 1. Log in to Microsoft Office 365 using the administrator account. 2. From the top menu select Admin > Exchange to open Exchange Admin Center. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 20

21 3. Select mail flow to create the Forwarding/BCC rule. 4. In the rules tab, select the + (New) and select create a new rule. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 21

22 5. In the new rule screen, configure the following options: OPTION Name *Apply this rule if... *Do the following... DESCRIPTION Type in a rule name, for example, Forwarding/BCC. Select [Apply to all messages] from the drop down list. Select Bcc the message to... and select the journaling mailbox from the list of users that pops up. IMPORTANT If using a third party mailbox, select the appropriate user from the list. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 22

23 6. When prompted with the warning: Do you want to apply this rule to all future messages?, click yes. 7. Click save. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 23

24 8. View and verify the configured Forwarding/BCC rule. 2.3 Step 3: Identify connection settings in Microsoft Office 365 The connection settings are required to configure GFI Archiver to connect to Microsoft Office 365 and start archiving the configured journaling mailbox. To view the server connection settings: 1. Sign in using the new user created in Step Update the temporary password when prompted. 3. Go to Outlook Tab > Settings icon > Options > account > Settings for POP or IMAP access... GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 24

25 4. Take note of the following settings: SETTING Server name Encryption method DESCRIPTION outlook.office365.com SSL 5. Log out. 2.4 Verify Directory Services settings GFI Archiver can use one of the following directory services: Microsoft Active Directory GFI Directory (Available from GFI Archiver 2015 or later) GFI Archiver relies on data within the directory service while processing and archiving data. This data is also used in other areas of the product. In Microsoft Exchange environments this data is normally always present as Microsoft Exchange populates it automatically. However, in non-exchange environments such as Microsoft Office 365, this data is not necessarily present and must be populated accordingly for GFI Archiver to work as intended. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 25

26 To verify that directory service details are set up correctly refer to the following article: Step 5: Configuring a new Mail Server to Archive in GFI Archiver Configure a new Mail server to archive in GFI Archiver using the settings identified in Step 3. Using this connection, GFI Archiver will archive any s forwarded to the journal mailbox that was configured in Microsoft Office In GFI Archiver, select Configuration tab and click Mail Servers to Archive. 2. Click Add. 3. Select Manually enter journal mailbox details. 4. Click Next to continue setup. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 26

27 5. Using the information gathered in Step 3, key in the required details to connect GFI Archiver to the new Journal Mailbox: OPTION Connect using: Login/Password Folder Public Folder Exchange Server Host DESCRIPTION Select EWS as the connection method used to connect to the new Journal Mailbox on Microsoft Office 365. Key in the full address of the journaling mailbox as the login name (for example, and password to connect to the selected mail server. Defines the default folder that is used to journal s. Use the default value. Leave this checkbox unchecked. Select Manual Host to Exchange/Office 365 CAS and enter the name of the mail server where the Journal Mailbox resides in the following URL format: For example: 6. Click Next. 7. Click Finish. 2.6 Step 5: Testing setup After performing all the required configuration, carry out the following test: 1. Send some s to and from your Microsoft Office 365 accounts. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 27

28 2. Log into GFI Archiver and observe the GFI Archiver dashboard and Archive as the s are archived. GFI Archiver 2 Setting up Microsoft Office 365 and GFI Archiver integration 28

29 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox The following topics describe how to configure an external mailbox that will be used by Microsoft Office 365 and GFI Archiver for journaling purposes: STEP Step 1 - Setting up a 3rd Party Journaling Mailbox Step 2 - Configuring Forwarding Rule for an External Mailbox Step 3 - Verify directory service details Step 4 - Configuring a new Mail Server to Archive using an external mailbox DESCRIPTION Set up a 3rd party account as a Journaling Mailbox in Microsoft Office 365. All s exchanged between your users will be forwarded to this mailbox. Create a journaling rule in Exchange Online that will forward a copy of all s to the 3rd party journaling mailbox configured in Step 1. Verify that directory service details are set up correctly according to the following article: Configure a new Mail server to archive in GFI Archiver. Using this connection, GFI Archiver will archive any s forwarded to the external journal mailbox. Step 5 - Testing setup Test the integration of GFI Archiver with Microsoft Office Step 1: Setting up a 3rd Party Mailbox in Microsoft Office 365 The following steps guide you to use a 3rd party account as a Journaling Mailbox in Microsoft Office 365. All s exchanged between your users will be forwarded to this mailbox. Before carrying out the following configuration, ensure you have created a new account with a third party provider such as outlook.com. In our example, we have created a user called journalingm@outlook.com. To create a new contact in Microsoft Office 365: 1. Login into Microsoft Office 365 as a user with administrator rights. 2. Go to Admin > Exchange > Exchange Admin Center > Recipients > contacts. 3. Click add and select Mail contact. GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 29

30 4. Add the user created in outlook.com as a new contact. 5. Click save Configuring a Transport Rule to prevent 'deleted without being read' response for external senders When a sender from outside your organization sends a message with a read receipt request, a response is sent out from the server as soon as GFI Archiver collects the from the journal mailbox for archiving purposes. The response informs the sender that the message was deleted before it was read. The following steps guide you to create a new transport rule that prevents Microsoft Office 365 from sending automatic responses: GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 30

31 NOTE This transport rule works only for external senders. 1. Log in to Microsoft Office 365 using the administrator account. 2. From the top menu select Admin > Exchange to open Exchange Admin Center. 3. Select mail flow. 4. In the rules tab, select the + (New) and select Modify messages. GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 31

32 5. In the new rule screen, configure the following options: OPTION Name *Apply this rule if... DESCRIPTION Type in a rule name, for example, Remove read request header for journaling mailbox. Select The recipient is... from the drop down list, then select the journaling mailbox from the list of users that pops up. IMPORTANT If using a third party mailbox, select the appropriate user from the list. *Do the following... Select Remove this header and key in: Disposition-Notification-To in the message header field. Click OK. 6. Click save. 7. View and verify the configured transport rule. GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 32

33 3.2 Step 2: Configuring a Journaling Rule for an External Mailbox Create a journaling rule in Exchange Online that will forward a copy of all s to the 3rd party journaling mailbox configured in Step 1 (based on our example: journalingm@outlook.com). Detailed information on how to carry out this procedure is provided at the following link: Step 4: Configuring a new Mail Server to Archive using an external mailbox Configure a new Mail server to archive in GFI Archiver. Using this connection, GFI Archiver will archive any s forwarded to the external journal mailbox. 1. In GFI Archiver, select Configuration tab and click Mail Servers to Archive. 2. Click Add. GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 33

34 3. Select Manually enter journal mailbox details. 4. Click Next to continue setup. 5. Key in the required details to connect GFI Archiver to the new Journal Mailbox: OPTION Mail Server Connect using: IMAP Port Login/Password Folder DESCRIPTION Type the name of the server where the journaling mailbox is hosted, for example, if using an outlook.com external mailbox use com Select IMAP as the connection method used to connect to the new Journal Mailbox. Change the port number according to the settings of the third party provider. Key in the full address of the journaling mailbox as the login name (for example, and password to connect to the selected mail server. Defines the default folder that is used to journal s. Use the default value. 6. Click Next. 7. Click Finish. 3.4 Verify Directory Services settings GFI Archiver can use one of the following directory services: GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 34

35 Microsoft Active Directory GFI Directory (Available from GFI Archiver 2015 or later) GFI Archiver relies on data within the directory service while processing and archiving data. This data is also used in other areas of the product. In Microsoft Exchange environments this data is normally always present as Microsoft Exchange populates it automatically. However, in non-exchange environments such as Microsoft Office 365, this data is not necessarily present and must be populated accordingly for GFI Archiver to work as intended. To verify that directory service details are set up correctly refer to the following article: Step 5: Testing Setup After performing all the required configuration, carry out the following test: 1. Send some s to and from your Microsoft Office 365 accounts. 2. Log into GFI Archiver and observe the GFI Archiver dashboard and Archive as the s are archived. GFI Archiver 3 Setting up Office 365 and GFI Archiver integration using a 3rd Party Journaling Mailbox 35

36 4 Troubleshooting and support 4.1 Introduction This section contains information that can help you resolve issues encountered when using this product. The main sources of information available to resolve these issues are: This guide GFI SkyNet articles Web forum Contacting GFI Technical Support 4.2 GFI SkyNet GFI Software Ltd maintains a comprehensive knowledge base repository, which includes answers to the most common problems. GFI SkyNet has always the most up-to-date listing of technical support questions and patches. If the information in this guide does not resolve your problems refer to GFI SkyNet. 4.3 Web Forum User to user technical support is available via the GFI web forum. 4.4 Request technical support If none of the resources listed above enable you to solve your issues, contact the GFI Technical Support team by filling in an online support request form or by phone. Online: Fill out the Technical Support Form and follow the instructions on this page to submit your support request. Phone: To obtain the correct technical support phone number for your region visit our website. NOTE Before contacting Technical Support, have your Customer ID available. Your Customer ID is the online account number that is assigned to you when first registering your license keys in the GFI Customer Area. We will answer your query within 24 hours or less, depending on your time zone. 4.5 Documentation If this guide does not satisfy your expectations, or if you think that this documentation can be improved in any way, let us know via on: documentation@gfi.com. GFI Archiver 4 Troubleshooting and support 36

37 GFI USA INC Slater Road, Suite 300, Durham, NC 27703, USA Telephone: +1 (888) Fax: +1 (919) UK AND REPUBLIC OF IRELAND Magna House, London Road, Staines-upon-Thames, Middlesex, TW18 4BP, UK Telephone: +44 (0) Fax: +44 (0) EUROPE, MIDDLE EAST AND AFRICA GFI House, Territorials Street, Mriehel, BKR 3000, Malta Telephone: Fax: AUSTRALIA AND NEW ZEALAND 83 King William Road, Unley 5061, South Australia Telephone: Fax: sales@gfiap.com