You require Technical Support assistance.
If you require Technical Support assistance, collect the Logs using the following steps:
After you generate the logs, a history appears below. If you opened up your firewall to allow our traffic out, you can select “Upload Logs to Cloud”. Otherwise, you can select “Download” to store a copy locally that you can upload to Symantec.
Logs are password protected, for security reasons. The password is internal, and it is set to provide additional protection on your data.