Cannot access locked resources on Trustwave Website Support section

This article applies to:

• Trustwave Website Support pages
• Product downloads
• Forum access
• Page Restricted

Symptoms:

• Attempting to access locked resources on www.trustwave.com/support
• Message: Sorry, but our records show that you are not authorized to view the page or resource you requested.
• Message: We were not able to associate your site login with an entry in our customer database.
• Message: Most restricted product download and documentation pages require that you have a current maintenance entitlement for the specific product.

Causes:

• The locked resources on the website require an authenticated login.
  • All customers and partners for the covered products can access the Forum.
  • Customers with current maintenance contracts, and validated partners, can access the product upgrades covered by their agreements with Trustwave.
• The Knowledge Base is available to all site users without login.

Resolution:

If you encounter a "page restricted" message, please do not contact Trustwave Technical Support. Technical Support is not responsible for website security and cannot assist.

First, ensure that you are accessing the correct product - for instance, MailMarshal SEG, MailMarshal ECM, and MailMarshal SPE are separate products.

To gain access:

• Log in and navigate to the particular page you want to access.
• If the site presents a form requesting information, please complete the form as accurately as possible.
• If the site states that your company does not have current maintenance for a product, and you believe this is incorrect, please click through to the Webmaster contact form and provide details. Submitting this form provides additional information about your login and the page you were attempting to access.
  • If you provide a product key that can be matched automatically, you could gain access immediately.
  • If your request requires personal attention, Trustwave attempts to reply by email within two business days (in most cases, the same day).
  • Make sure your site login is an email address that can be delivered to you.