Welcome to the Supportcenter!

Dear Customer, Dear Reseller,
The previously mentioned behaviour cannot be reproduced on either SecureGUARD nor Pyramid based Appliances. Due to our lab testing results, we can only assume that this issue is an individual case.
If you expierience - contrary to expectations - similar behaviour on your Appliance, please mail us at support@secureguard.at.

Your SecureGUARD Team

Dear Customer or Reseller,
this behaviour is not reproduceable on SecureGUARD Appliances!

Dear Customer or Reseller,
Due to a compatibility issue between recently published windows updates and our Appliances, we recommend you to not install any windows updates on SecureGUARD and Pyramid Appliances at this time.
The issue is currently under investigation in our lab, at the moment we assume the updates KB978338 and KB979683 as the root cause for this issue. The discovered issue impacts network connectivity on the appliance (might break RDP connectivity to the Appliance or cause overall connectivitiy problems).
We will update the news area as soon as a solution for this issue is available.
Your SecureGUARD Team

Dear Customer or Reseller,
We were able to pin down the issue with windows update and our Appliance Series 800 to one optional driver update ("Intel(R) PRO/1000 PT Dual Port Server Adapter").
If you have installed this update, the MAC address on the Intel Pro/1000 PM adapter of the system cannot be read from the ROM any longer, resulting in an invalid MAC for this NIC (00-00-00-00-00-00) and making the adapter unusable.
If you have installed this update, please mail to support@secureguard.at and we will provide you with an updated driver that will restore functionality. In general, please do not install any driver updates which have not been provided by SecureGUARD.

Dear Customer or Reseller,
Due to a compatibility issue between a recently published windows update and our Appliances, we recommend you to not install any windows updates at this time.
The issue is currently under investigation in our lab and we will post updates in the news area as soon as we've further isolated the problem. The discovered issue impacts network connectivity on NICs of the type "Intel Pro/1000 PM" (installed in Appliance series 800).
Your SecureGUARD Team

Dear Partner, Dear Customer,
Welcome to the new SecureGUARD Support Center. Due to the ever rising demands of our products, we have extended the Support Center for you. Questions and suggestions are welcome, please mail them to support@secureguard.at.

Dear Customer or Reseller,
If you set up your SecureGUARD Appliance to download MS updates either from an internal WSUS server or from the internet we recommend to configure the Update Client in the Appliance with the option "Download updates, but install manually". Available updates will be tested in the SecureGUARD lab, if a problem is detected, SecureGUARD will post an Warning news message here immediately. Furthermore, we recommend that updates are installed with a delay of at leat one week, and before an update is applied, this website should be checked for Update-warnings.
Special care should be taken when installing ISa specific updates: these updates might restart the firewall services, or, when installed unattended, might even trigger a reboot of the appliance. Both can lead to an unaccessible Appliance for the Administrator (an automatically triggered reboot might only stop the terminal services, but might not reboot the appliance).
If you intend to install updates remotely (i.e. through a RDP session), make sure that your client is member of the "Remote Management Computers" ISA computer group. This will allow administrative access to the Appliance, even when the firewall services are stopped (lockdown mode).