Enabling Remote Support

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If CTERA Support requires access to an edge filer to further troubleshoot a problem, you can enable remote support whereby CTERA support will have access to the edge filer.

This support is limited to 7 days by default and requires the following:

  • TCP 443 outgoing.
  • DNS configured to allow resolving Internet hosts.
Note

If the firewall statefully verifies that the traffic is HTTPS, then TCP 22 outgoing is also required.

To enable remote support:

  1. In the URL for the edge filer, enter the string /main.html#/config/remote-support after admingui in the URL.
    For example, https://<edge_filer>/admingui/main.html#/config/remote-support
    The following screen is displayed.
    image.png
  2. Click Check Connectivity.
    The following screen is displayed:
    image.png
  3. You need to make sure that port 443 is open and possibley also port 22.
  4. Click Close.
  5. Click Enable and in the Enable Remote Support winddow that is displayed, enter the number of days you allow remote support and click Enable.
    The following screen is displayed:
    image.png
  6. Copy the token and click Close.
    The remote support status changes to Pending Authorization until remote support is activated.
    image.png
  7. Send the token you copied to CTERA Support.
  8. CTERA Support will use the token to access the ege filer to troubleshoot the issue.
Note

You can click Disable at any time before the expiry time to disable remote support.