You need to enable Remote Assistance on Symantec Web Gateway for a Symantec Support Engineer to troubleshoot an issue.
Under Administration go to Configuration, Maintenance. On this page there is an option for Remote Assistance, click the 'Click here' button to enable it. When Symantec Support are finished you can click the button again to disable.
Once enabled please provide Symantec Support with the remote assistance case number provided.
Imported Document ID: TECH189064
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