{"id":3711,"date":"2026-05-05T10:50:46","date_gmt":"2026-05-05T07:50:46","guid":{"rendered":"https:\/\/support.withsecure.com\/contact-support\/email-support\/"},"modified":"2026-06-22T10:45:19","modified_gmt":"2026-06-22T07:45:19","slug":"email-support","status":"publish","type":"page","link":"https:\/\/support.withsecure.com\/de\/contact-support\/email-support\/","title":{"rendered":"Email support"},"content":{"rendered":"<section\n    class=\"wp-block-support-banner edwp-block wp-block-support-banner--bg-light-gray layout--spacing-xxxl-top layout--spacing-xxxl-bottom\"\n    >\n            <div class=\"wp-block-support-banner__container\">\n        <div class=\"wp-block-support-banner__content-wrapper\">\n                        <div class=\"wp-component-content wp-component-content--default wp-block-support-banner__content\">\n            <h2 class=\"wp-component-heading text--h2 wp-component-content__title\">\n    E-Mail-Support<\/h2>                    <div class=\"wp-component-content__inner\">\n                                    <div class=\"wp-component-content__content wysiwyg\">\n                        <div class=\"wp-component-paragraph \">\n    <h4>Reichen Sie eine Supportanfrage ein, und ein WithSecure-Techniker wird sich per E-Mail bei Ihnen melden.<br \/>\nUm eine schnellere L\u00f6sung zu erzielen, f\u00fcgen Sie bitte nach M\u00f6glichkeit eine WSDIAG-Diagnosedatei bei.<\/h4>\n<\/div>\n                    <\/div>\n                                                            <\/div>\n                <\/div>                            <div class=\"wp-block-support-banner__searchbar\">\n                    <div class=\"addsearch-standalone-searchbar-container\" style=\"--addsearch-searchbar-max-width: 600px;\"><\/div>\n                <\/div>\n                                <\/div>\n    <\/div>\n<\/section>\n<section\n    class=\"wp-block-service-status edwp-block js-wp-block-service-status\"\n    >\n    <div class=\"wp-block-service-status__container\">\n                <div id=\"status-container\" class=\"banner-layout\" style=\"--status-max-width: 1476px\"><\/div>\n    <\/div>\n<\/section>\n<section\n    class=\"wp-block-support-request-form edwp-block layout--spacing-xxxl-top layout--spacing-xxxl-bottom\"\n    >\n    <div class=\"wp-block-support-request-form__container\">\n        \n        <form id=\"supportRequestForm\" class=\"wp-block-support-request-form__form\" name=\"supportRequestForm\" novalidate>\n            <div class=\"wp-block-support-request-form__grid\">\n                <div class=\"wp-block-support-request-form__column\">\n                    <h4 class=\"wp-block-support-request-form__section-title\">Your Contact Information<\/h4>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-firstName\">First Name *<\/label>\n                        <input type=\"text\" id=\"srf-firstName\" name=\"firstName\" maxlength=\"39\" required>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-lastName\">Last Name *<\/label>\n                        <input type=\"text\" id=\"srf-lastName\" name=\"lastName\" maxlength=\"39\" required>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-email\">Email *<\/label>\n                        <input type=\"email\" id=\"srf-email\" name=\"email\" maxlength=\"80\" required>\n                        <small class=\"wp-block-support-request-form__hint\">Please ensure the email address is correct so we can contact you when needed.<\/small>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-phone\">Phone *<\/label>\n                        <input type=\"tel\" id=\"srf-phone\" name=\"phone\" maxlength=\"40\" pattern=\"[+]?\\d+\" required>\n                        <small class=\"wp-block-support-request-form__hint\">Phone number should be in international format.<\/small>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-customerNumber\">Customer Number<\/label>\n                        <input type=\"text\" id=\"srf-customerNumber\" name=\"customerNumber\" maxlength=\"80\">\n                        <small class=\"wp-block-support-request-form__hint\">This is the Customer Number stated in your license certificate.<\/small>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-language\">Language *<\/label>\n                        <select id=\"srf-language\" name=\"language\" required>\n                            <option disabled selected value><\/option>\n                            <option value=\"English\">English<\/option>\n                            <option value=\"German\">Deutsch<\/option>\n                            <option value=\"French\">Fran\u00e7ais<\/option>\n                            <option value=\"Swedish\">Svenska<\/option>\n                            <option value=\"Finnish\">Suomi<\/option>\n                            <option value=\"Japanese\">\u65e5\u672c\u8a9e<\/option>\n                        <\/select>\n                    <\/div>\n                <\/div>\n\n                <div class=\"wp-block-support-request-form__column\">\n                    <h4 class=\"wp-block-support-request-form__section-title\">Product Details<\/h4>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-productName\">Product Name *<\/label>\n                        <select id=\"srf-productName\" name=\"productName\" required>\n                            <option disabled selected value><\/option>\n                            <option value=\"Atlant\">Atlant<\/option>\n                            <option value=\"Business Suite\">Business Suite<\/option>\n                            <option value=\"Cloud Protection for Salesforce\">Cloud Protection for Salesforce<\/option>\n                            <option value=\"Countercept\">Countercept<\/option>\n                            <option value=\"Elements Collaboration Protection\">Elements Collaboration Protection<\/option>\n                            <option value=\"Elements Endpoint Detection &amp; Response\">Elements Endpoint Detection &amp; Response<\/option>\n                            <option value=\"Elements Endpoint Protection\">Elements Endpoint Protection<\/option>\n                            <option value=\"Elements Exposure Management\">Elements Exposure Management<\/option>\n                            <option value=\"Elements Identity Security\">Elements Identity Security<\/option>\n                            <option value=\"Elements Managed Detection &amp; Response\">Elements Managed Detection &amp; Response<\/option>\n                            <option value=\"Elements Vulnerability Management\">Elements Vulnerability Management<\/option>\n                            <option value=\"Learning Management System\">Learning Management System<\/option>\n                            <option value=\"Messaging Security Gateway\">Messaging Security Gateway<\/option>\n                            <option value=\"Partner Portal\">Partner Portal<\/option>\n                        <\/select>\n                    <\/div>\n\n                    <h4 class=\"wp-block-support-request-form__section-title\">Case<\/h4>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-subject\">Subject *<\/label>\n                        <input type=\"text\" id=\"srf-subject\" name=\"subject\" maxlength=\"40\" required>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <label for=\"srf-description\">Describe the problem in detail *<\/label>\n                        <textarea id=\"srf-description\" name=\"description\" maxlength=\"32000\" rows=\"6\" required><\/textarea>\n                    <\/div>\n\n                    <div class=\"wp-block-support-request-form__field\">\n                        <h4 class=\"wp-block-support-request-form__section-title\">Attach files to this request<\/h4>\n                        <p class=\"wp-block-support-request-form__attachments-note\">\n                            <small>Note: Some web browsers cannot attach multiple files.<\/small>\n                        <\/p>\n                        <label for=\"srf-attachments\" class=\"wp-block-support-request-form__attachments-button\">Select file<\/label>\n                        <input type=\"file\" id=\"srf-attachments\" name=\"attachments\" multiple class=\"wp-block-support-request-form__attachments-input\">\n\n                        <div id=\"srf-file-upload-filename\" class=\"wp-block-support-request-form__attachments-list\"><\/div>\n                        <ul class=\"wp-block-support-request-form__attachments-hints\">\n                            <li><small>Total size of attached files should be under 100MB.<\/small><\/li>\n                            <li><small>Up to 10 files can be attached.<\/small><\/li>\n                            <li><small>Empty files will be discarded.<\/small><\/li>\n                        <\/ul>\n                    <\/div>\n                <\/div>\n            <\/div>\n\n            \n            <div class=\"wp-block-support-request-form__recaptcha\">\n                <div class=\"g-recaptcha\"\n                     data-sitekey=\"6Lfm_RcmAAAAAGkFS_oatI2Bk4vIqeqPATapaWpr\"\n                     data-callback=\"srfRecaptchaDone\"\n                     data-expired-callback=\"srfRecaptchaExpired\"><\/div>\n            <\/div>\n\n            <p class=\"wp-block-support-request-form__privacy-notice\">\n                WithSecure Technical Support may access your Elements portal to resolve your request.\n                <a href=\"https:\/\/community.withsecure.com\/en\/kb\/articles\/32269-withsecure-technical-support-engineer-elements-portal-access-during-a-support-request\"\n                   target=\"_blank\" rel=\"noopener noreferrer\">Read more<\/a>\n            <\/p>\n\n            <div class=\"wp-block-support-request-form__submit-wrapper\">\n                <button type=\"submit\" class=\"btn btn--primary wp-block-support-request-form__submit\">\n                    Submit\n                <\/button>\n            <\/div>\n        <\/form>\n\n        <div class=\"wp-block-support-request-form__modal\" hidden>\n            <div class=\"wp-block-support-request-form__modal-content\">\n                <div class=\"wp-block-support-request-form__modal-success\" hidden>\n                    <h2>Thank You!<\/h2><br>\n                    <h3>Dear Customer,<\/h3><br>\n                    <p>Thank you for contacting Customer Care. We will soon send you an automatic email to acknowledge your request. Our Technical Support Engineer will contact you as soon as possible.<\/p>\n                    <p>When contacting our Customer Care about this service request, please use the ID mentioned in the email as a reference. To send us additional information about your service request, reply to the email without editing the subject.<\/p><br>\n                    <p>WithSecure Customer Care<\/p><br>\n                <\/div>\n                <p class=\"wp-block-support-request-form__modal-message\"><\/p>\n                <button type=\"button\" class=\"wp-block-support-request-form__modal-close btn btn--primary\">Close<\/button>\n            <\/div>\n        <\/div>\n    <\/div>\n<\/section>\n<section\n    class=\"wp-block-accordion edwp-block layout--spacing-xxxl-top layout--spacing-xxxl-bottom\"\n    >\n    <div class=\"wp-block-accordion__container\">\n        <div class=\"wp-block-accordion__box\">\n            <div class=\"wp-component-content wp-component-content--default wp-component-content--centered wp-block-accordion__content fade-in\">\n            <h2 class=\"wp-component-heading text--h4 wp-component-content__title\">\n    Tipp: F\u00fcgen Sie eine WSDIAG-Datei bei, um die Bearbeitung Ihrer Anfrage zu beschleunigen<\/h2>                <\/div>            <div class=\"wp-block-accordion__items\">\n                <div class=\"wp-component-accordion-item row-load wp-component-accordion-item--default wp-component-accordion-item--overlap js-wp-component-accordion-item-group\">\n            <div class=\"wp-component-accordion-item__item js-wp-component-accordion-item-item\">\n                        <button\n                id=\"block_f3d9b6a93bc54cbb4734a4bfcc4fb2a9-accordion-summary-0\"\n                class=\"wp-component-accordion-item__title js-wp-component-accordion-item-title\"\n                type=\"button\"\n                aria-expanded=\"false\"\n                aria-controls=\"block_f3d9b6a93bc54cbb4734a4bfcc4fb2a9-accordion-0\">\n                <span class=\"wp-component-accordion-item__inner-title\">\n                                                            <span>Wie erstellt und versendet man eine WSDIAG-Datei?<\/span>\n                <\/span>\n                <div class=\"wp-component-accordion-item__toggle\">\n                    <svg class='edwp-icon edwp-icon--lrg js-icon wp-component-accordion-item__toggle__icon' aria-hidden='true'>\n                <use xlink:href='#Chevron'><\/use>\n            <\/svg>                <\/div>\n            <\/button>\n            <div\n                id=\"block_f3d9b6a93bc54cbb4734a4bfcc4fb2a9-accordion-0\"\n                class=\"wp-component-accordion-item__content js-wp-component-accordion-item-content\"\n                aria-labelledby=\"block_f3d9b6a93bc54cbb4734a4bfcc4fb2a9-accordion-summary-0\"\n                role=\"region\">\n                <div class=\"wp-component-accordion-item__content__inner\">\n                    <div class=\"wp-component-accordion-item__content__box\">\n                        <div class=\"wp-component-paragraph wp-component-accordion-item__content-text\">\n    <div class=\"businessRichtext parbase aem-GridColumn aem-GridColumn--default--12\">\n<p>Sollten bei Ihrem Produkt technische Probleme auftreten und Sie weitere Unterst\u00fctzung ben\u00f6tigen, erstellen Sie bitte eine WSDIAG-Datei und senden Sie diese an unseren technischen Support.<\/p>\n<p>Sie k\u00f6nnen die WSDIAG-Datei mit dem im Lieferumfang des Produkts enthaltenen Support-Tool erstellen. Dieses Programm erfasst wichtige Informationen zu Ihrem System und dessen Konfiguration, darunter Produktdetails, Betriebssystemprotokolle und Systemeinstellungen. <\/p>\n<p>Die von unserem Programm erfassten Daten werden streng vertraulich behandelt. Weitere Informationen zur Datenschutzerkl\u00e4rung unseres Support-Tools finden Sie <a href=\"https:\/\/www.f-secure.com\/en\/legal\/privacy\/support-tool\">hier<\/a>. <\/p>\n<p>&nbsp;<\/p>\n<p><b>F\u00fcr Windows<\/b><\/p>\n<p>Hinweis: F\u00fcr die Nutzung des Support-Tools m\u00fcssen Sie als Administrator angemeldet sein.<\/p>\n<ol>\n<li>Klicken Sie auf \u201eStart\u201c<\/li>\n<li>W\u00e4hlen Sie \u201eAlle Programme\u201c > \u201e &gt; \u201c (WithSecure-Produkt) > \u201e &gt; -Support-Tool\u201c<\/li>\n<li>W\u00e4hlen Sie \u201eDiagnose ausf\u00fchren\u201c<\/li>\n<li>Sobald das Tool die Datenerfassung abgeschlossen hat, wird die Ausgabedatei auf Ihrem Desktop erstellt. Der Name der Archivdatei lautet \u201efsdiag.zip\u201c. Bitte beachten Sie, dass die Datei bis zu 100 MB gro\u00df sein kann.  <\/li>\n<li>F\u00fcgen Sie die Datei Ihrer Supportanfrage bei. Unser technischer Support wird sich um Ihre Anfrage k\u00fcmmern und Ihnen antworten. <\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><b>F\u00fcr Mac OS<\/b><\/p>\n<ol>\n<li>Gehen Sie im Finder zu \u201e &gt; \u201c, dann zu \u201eAnwendungen\u201c und schlie\u00dflich zu \u201e &gt; \u201c und \u201eWithSecure\u201c.<\/li>\n<li>W\u00e4hlen Sie die App \u201eSupport Tool\u201c aus<\/li>\n<li>W\u00e4hlen Sie \u201eDiagnose ausf\u00fchren\u201c<\/li>\n<li>Sobald das Tool die Datenerfassung abgeschlossen hat, w\u00e4hlen Sie einen Speicherort f\u00fcr die Ausgabedatei aus und speichern Sie diese dort. Der Name der Archivdatei lautet \u201efsdiag.tar.gz\u201c. Bitte beachten Sie, dass die Datei bis zu 100 MB gro\u00df sein kann.  <\/li>\n<li>F\u00fcgen Sie die Datei Ihrer Supportanfrage bei. Unser technischer Support wird sich um Ihre Anfrage k\u00fcmmern und Ihnen antworten. <\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><b>F\u00fcr Linux<\/b><\/p>\n<ol>\n<li>Befolgen Sie die Anweisungen f\u00fcr das jeweilige Linux-Produkt, die im Artikel <a href=\"https:\/\/community.withsecure.com\/en\/kb\/articles\/5514-how-do-i-create-an-fsdiag-file-on-linux-systems\" target=\"_blank\" rel=\"noopener noreferrer\">\u201eWie erstelle ich eine WSDIAG-Datei auf Linux-Systemen<\/a>?\u201c aufgef\u00fchrt sind.<\/li>\n<li>Laden Sie die Archivdatei \u201efsdiag.tar.gz\u201c herunter. Je nach Produkt k\u00f6nnen der Produktname und das Erstellungsdatum im Dateinamen enthalten sein. <\/li>\n<li>F\u00fcgen Sie die Datei Ihrer Supportanfrage bei. Unser technischer Support wird sich um Ihre Anfrage k\u00fcmmern und Ihnen antworten. <\/li>\n<\/ol>\n<p>&nbsp;<\/p>\n<p><b>Haben Sie noch Fragen zu WSDIAG?<\/b><\/p>\n<p><a href=\"https:\/\/support.withsecure.com\/en\/search\/#q=wsdiag&#038;f-language=English&#038;f-source=CommunityKB_WS\">WSDIAG-Artikel<\/a><\/p>\n<\/div>\n<\/div>\n                                                                                            <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n    <\/div>\n                            <\/div>\n                    <\/div>\n    <\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":12,"featured_media":0,"parent":3546,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3711","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Email support - 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