When an unpredictable problem occurs, NormShield support needs detailed log files in order to analyze the problem. Here's the flow to produce a zip file including the log files.
First fire up NormShield Hotpoint and click Collect button.
After a while, a file dialog will pop up asking for a path and zip file name, choose an appropriate directory path and give a name of your choosing, zip extension will be added automatically.
Once the zip file is produced, you can send it to email@example.com with an explanation of your problem.