Why can't I access the "Generate Support Package" option in the Web UI?

Scenario:

When attempting to generate the support package from the web dashboard, you may encounter the following issue.

Root Cause:

If you encounter this issue, it may be because your account does not have the Administrators role, which is required to access this function. This option is only available to Administrators.

For example, I created a new user named “admin1” and assigned them two roles: “admin test” and “Security administrator”, as shown in the image below.

The admin1 user is assigned 2 roles - “admin test” and “Security administrator”

The “admin test” role is a custom role I created and granted full permissions to. You can see the details in the screenshot below.

The "admin test" role has been granted full permissions in the settings.

However, when I tried to access the support package generation page using the “admin1” account, it still didn’t have permission to use that function.

The admin1 account does not have permission to access the "Generate Support Package" function.

When I assigned the “Administrator” role to the admin1 user, as shown in the screenshot below.

Then, I tried accessing the support package generation page again using the admin1 account, and the option to generate the support package was now visible, as shown in the image below.

Recommendation:

Therefore, if you encounter this issue, check whether your account has been assigned the “Administrator” role. To generate the support package via the web dashboard, the user must have the “Administrator” role — the default administrative role created during the initial setup of Email Gateway Security.