---
title: "Enabling Remote Support"
slug: "enabling-remote-support"
tags: ["7.11", "Edge Filer", "Gateway", "Filer"]
updated: 2025-06-26T12:44:38Z
published: 2025-06-26T12:44:38Z
canonical: "kb.ctera.com/enabling-remote-support"
---

> ## 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.png](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-Q2OX7D0S.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A27%3A27Z&se=2026-11-11T05%3A27%3A27Z&sr=c&sp=r&sig=f1RqrzQEZJ6uTIqv%2F9dkuDTZyN4iRQBon6BqzNVEfgw%3D)
2. Click **Check Connectivity**.  

The following screen is displayed:  

![image.png](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-2DSZC2A2.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A27%3A27Z&se=2026-11-11T05%3A27%3A27Z&sr=c&sp=r&sig=f1RqrzQEZJ6uTIqv%2F9dkuDTZyN4iRQBon6BqzNVEfgw%3D)
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](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-YPRZVFKF.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A27%3A27Z&se=2026-11-11T05%3A27%3A27Z&sr=c&sp=r&sig=f1RqrzQEZJ6uTIqv%2F9dkuDTZyN4iRQBon6BqzNVEfgw%3D)
6. Copy the token and click **Close**.  

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

![image.png](https://cdn.document360.io/30792387-cdcb-4791-aa14-94929bbcd3fe/Images/Documentation/image-6LW81W97.png?sv=2026-02-06&spr=https&st=2026-11-11T04%3A27%3A27Z&se=2026-11-11T05%3A27%3A27Z&sr=c&sp=r&sig=f1RqrzQEZJ6uTIqv%2F9dkuDTZyN4iRQBon6BqzNVEfgw%3D)
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.