This article applies to our Cloud product only, not to On-Premise Appliance Filter and Firewall.
User Emulation gives you the ability to allow Smoothwall Support access to your Cloud Portal as if they were an Administrator, to quickly identify exactly what the issue is.
- When you contact Smoothwall Support, the team member working with you will check to see if your organisation has consented to User Emulation.
- If you haven’t yet consented, they’ll request consent by sending an email to you.
- Select the link in the email, or sign in to your Cloud Portal and go to Admin Panel > User Emulation.
- Change the settings as required:
- Allow User Emulation - Support Team members can access your Cloud Portal as you or another Administrator. By default, this setting will be off.
- Always notify user - When a Support Team member emulates an Administrator, Smoothwall will email them to let them know. When you Allow User Emulation, this setting will be on by default.
- The Support Team member will then emulate you or another Administrator. Each emulation session can last a maximum of six hours.
Smoothwall Support won’t make changes to your setup or data unless absolutely necessary. We will outline to you what changes need to or have been made.
You can request a log of when users have been emulated by contacting Smoothwall Support.
You can revoke consent for your whole organisation at any time by going to Admin Panel > User Emulation and switching the toggle to Off. Once any sessions currently in progress have expired, Smoothwall Support will not be able to use User Emulation to access your Cloud Portal.