ENTRUST SUPPORT Guidelines and instructions for contact

ENTRUST SUPPORT Guidelines and instructions for contact Entrust Support Nov 2022

CONTACT CUSTOMER SUPPORT Entrust Customer with valid maintenance contract can contact Entrust Customer Support via the following: A. TrustedCare, B. Email, C. Phone Call. 2

VIA TRUSTEDCARE Limited to PKI, IoT Security and Identity (formerly Authentication). Login to TrustedCare and click on “CREATE A CASE”. 3

VIA EMAIL 4 Products Email PKI, IoT Security and Identity (formerly Authentication) [email protected] SSL/TLS Certificates and Digital Signing [email protected] nShield HSMs [email protected] Cloud Security, Encryption and Key Management (formerly Hytrust) [email protected]

VIA PHONE CALL Refer to https://www.entrust.com/contact/support for additional contact info. This listing is focus on APAC. Products Phone Number PKI, IoT Security and Identity (formerly Authentication) Asia Pacific 1 613 270 3715 001 800 3800 0038 China 1 613 270 3746 Australia Platinum 0011 800 3800 0038 Silver 0011 800 3687 7863 SSL/TLS Certificates and Digital Signing India 000 800 050 1458 New Zealand 1 613 270 3715 001 800 3800 0038 0800 4413101 Other Asia Pacific Countries 1 613 270 3715 001 800 3800 0038 nShield HSMs Hong Kong 852 3008 3188 Japan 81 3 4213 0970 Australia 61 8 9126 9070 Cloud Security, Encryption and Key Management (formerly Hytrust) United States 1 (650) 681-8100 ** Default log severity level is 3, customer will need to call support to change the severity level. 5 China 1 613 270 2680

WHAT TO INCLUDE IN EMAIL 1/2 Do make sure you provide the following in the email to Entrust Support: Account Name, Contact Name, Contact Email, Product Name, Version, Patch level, Operating System, Problem Description, Log / Properties File. Account Name, Contact Name, Contact Email are mandatory as validation will be performed before the case being logged. 6

WHAT TO INCLUDE IN EMAIL 2/2 7 Fields Description Account Name Full company name that the valid maintenance contract with. e.g. My Enterprise Pte Ltd. Contact Name Full name of person registered under the Account Name. Multiple name can be registered under one Account Name. e.g. John Doe Contact Email Full email address of the contact person, this email address is registered under the Account Name. e.g. [email protected] Product Name Name of the product the support are needed. e.g. Identity Enterprise Version The product version e.g. v13.0 Patch Level The patches being installed. e.g. Patch 430604 Operating System Operating System that the product being installed. e.g. Windows Server 2019 Standard Edition Problem Description Detail description of the issue, as details as possible, including date and time, any changes being make recently to the environment including the OS, hardware, other software, network, firewall, ips etc If the error can be repeated, describe the steps involved. Log / Properties File Most likely Entrust support will request Log / Properties file at the later stage, however, if you able to include the required Log / Properties files, it will be very helpful.

IDENTITY ENTERPRISE (IDE) & SELF SERVICE MODULE (SSM) Formally IdentityGuard (IDG)

IDENTITY ENTERPRISE (IDE) – DEFAULT LOG FILE LOCATION This is the default log file location: Operating System Default Log File Location Windows C:\Program Files\Entrust\IdentityGuard\identityguardXXX\logs\ C:\Program Files (x86)\Entrust\IdentityGuard\identityguardXXX\logs\ UNIX / Linux /opt/entrust/identityguardXXX/logs/ ** XXX is the version, e.g. 120, 130 This is the log file needed: Log File identityguard system.log igradius system.log identityguard audit.log igradius audit.log supersh system.log igradius startup.log supersh audit.log 9

IDENTITY ENTERPRISE (IDE) – DEFAULT PROPERTIES FILE LOCATION This is the default properties file location: Operating System Default Properties File Location Windows C:\Program Files\Entrust\IdentityGuard\identityguardXXX\etc\ C:\Program Files (x86)\Entrust\IdentityGuard\identityguardXXX\etc\ UNIX / Linux /opt/entrust/entidg-server/logs/ CentOS /opt/entrust/identityguardXXX/etc/ ** XXX is the version, e.g. 120, 130 This is the log files needed: Log File identityguard system.log igradius system.log identityguard audit.log igradius audit.log supersh system.log igradius startup.log supersh audit.log 10

SELF SERVICE MODULE (SSM) – DEFAULT LOG FILE LOCATION This is the default log file location: Operating System Default Log File Location Windows C:\Program Files\Entrust\IdentityGuardSelfService\identityguardselfserviceXXX\instances\ ROOT\logs\ C:\Program Files (x86)\Entrust\IdentityGuardSelfService\identityguardselfserviceXXX\ instances\ROOT\logs\ CentOS /opt/entrust/entssm-server/instances/ROOT/logs/ RHEL /opt/entrust/identityguardselfservice/identityguardselfserviceXXX/logs/ ** XXX is the version, e.g. 120, 130 This is the log file needed: Log File transaction.log igselfservice system.log transaction audit.log igselfservice audit.log selfservice.log selfservice audit.log 11

SELF SERVICE MODULE (SSM) – DEFAULT PROPERTIES FILE LOCATION This is the default properties file location: Operating System Default Properties File Location Windows C:\Program Files\Entrust\IdentityGuardSelfService\identityguardselfserviceXXX\instances\ROOT\ etc\ C:\Program Files (x86)\Entrust\IdentityGuardSelfService\identityguardselfserviceXXX\instances\ ROOT\etc\ UNIX / Linux ** XXX is the version, e.g. 120, 130 This is the log files needed: Log File identityguard system.log igradius system.log identityguard audit.log igradius audit.log supersh system.log igradius startup.log supersh audit.log 12

SECURITY MANAGER

SECURITY MANAGER (SM) – DEFAULT LOG FILE LOCATION This is the default log file location: Operating System Default Log File Location Windows C:\authdata\log Linux /opt/entrust/authdata/CA/log This is the log file needed: Log File manager.log mgraudit.log 14

ADMINISTRATION SERVICE (AM) – DEFAULT LOG LOCATION This is the default log file location: Component Default Log File Location Configuration /opt/entrust/adminservices/logs/adminservices configuration.log Enrollment Credentials Service (ECS) /opt/entrust/adminservices/services/ecs/ecs/logs/ecs.log User Management Service (UMS) /opt/entrust/adminservices/services/ums/UserManagement/logs/ums UserManagement.log C:\Program Files\Entrust\AdminServices\services\ums\UserManagement\logs\ CFGWS /opt/entrust/adminservices/services/ecs/ecs/logs/cfgws cfgws.log ASErr /opt/entrust/adminservices/tomcat/apache-tomcat/logs/entrustadminservices-stderr. date .log ASOut /opt/entrust/adminservices/tomcat/apache-tomcat/logs/entrustadminservices-stdout. date .log Certificate Expiry Service (CES) /opt/entrust/adminservices/services/ces/ces/logs/ces ces.log CES Audit /opt/entrust/adminservices/services/ces/ces/logs/ces ces audit.log CSR Enrollment Services (CSRES) /opt/entrust/adminservices/services/csres/csres/logs/csres csres.log CSRES Audit /opt/entrust/adminservices/services/csres/csres/logs/csres csres audit.log Certificate Management Protocol (CMPv2) /opt/entrust/adminservices/services/cmpv2/cmpv2/webapp/WEB-INF/config/cmpv2 cmpv2.log CMPv2 Audit /opt/entrust/adminservices/services/cmpv2/cmpv2/webapp/WEB-INF/config/cmpv2 cmpv2 audit.log Refer to Entrust Administration Services – Installation Guide for more info on log files 15

OTHER INFORMATION

SOFTWARE MAINTENANCE TERMS AND CONDITIONS Software Maintenance and Support Services Offering Schedule https://www.entrust.com/-/media/documentation/licensingandagreements/sof tware-maintenance-agreement september2020 .pdf 17

Entrust Corporation