---
title: "Enabling Remote Support"
slug: "enabling-remote-support-1"
tags: ["7.12", "Edge Filer", "Gateway", "Filer"]
updated: 2025-12-25T11:56:49Z
published: 2025-12-25T11:56:49Z
canonical: "kb.ctera.com/enabling-remote-support-1"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.ctera.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Enabling Remote Support

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](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-NW409O2Y.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A29%3A27Z&se=2026-11-11T05%3A29%3A27Z&sr=c&sp=r&sig=ajBa0WwvcdlxoQHHoBzPIp6btle%2BJeTMOFCOTXBBANI%3D)
2. Click **Check Connectivity**.  

The following screen is displayed:  

![Image](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-NW9GL6E6.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A29%3A27Z&se=2026-11-11T05%3A29%3A27Z&sr=c&sp=r&sig=ajBa0WwvcdlxoQHHoBzPIp6btle%2BJeTMOFCOTXBBANI%3D)
3. You need to make sure that port 443 is open and possibly also port 22.
4. Click **Close**.
5. Click **Enable** and in the **Enable Remote Support** window that is displayed, enter the number of days you allow remote support and click **Enable**.  

The following screen is displayed:  

![Image](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-M7RDCJ8U.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A29%3A27Z&se=2026-11-11T05%3A29%3A27Z&sr=c&sp=r&sig=ajBa0WwvcdlxoQHHoBzPIp6btle%2BJeTMOFCOTXBBANI%3D)
6. Copy the token and click **Close**.  

The remote support status changes to *Pending Authorization* until remote support is activated.  

![Image](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-YLLOPY43.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A29%3A27Z&se=2026-11-11T05%3A29%3A27Z&sr=c&sp=r&sig=ajBa0WwvcdlxoQHHoBzPIp6btle%2BJeTMOFCOTXBBANI%3D)
7. Send the token you copied to CTERA Support.
8. CTERA Support will use the token to access the edge filer to troubleshoot the issue.

**Note**

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