A support callback allows a support engineer to access the system through a secure connection. The connection is completely secure and can only be initiated from the LogonBox server.
Note: External network access is required so your server can establish a connection to our support servers. If you need to allow access through your firewall, the connection is made outbound over port 22. Here is the information you will need:
hostname: support.logonbox.com
IP address: 194.75.212.130
There are two ways to open the tunnel: From VMCentre on the console or from the administrator web UI.
1. VM Centre Interface
Log into VMCentre with your root user credentials, then select the Settings menu by clicking the gear icon on the left.
Set an Identifier
You will need to provide an identifier in the 'Memo' field. The default entry will be either your system's serial number or 'Unknown', you should change this to one of the following:
- Your Support Ticket number or reference - If a support engineer has given you a ticket number or specified a reference to use, then please use this as the identifer.
- Company Name - If you do not have a support ticket currently open then you can use the name of your company.
- Email address - you can use the email address you are going to contact us with.
When you have entered the memo simply click the 'Start' button. This memo information will enable the support engineer to pick up the correct call.
Disabling the Support Tunnel
Once the problem has been resolved the support engineer will disconnect and you can safely click the 'Stop' button to disable the callback.
2. Web UI
Alternatively you can start the callback from the main admin web UI.
Log on as admin and navigate to the Get Help tab on the Dashboard where you will see a Support Tunnel section at the bottom.
Set an Identifier
You will need to provide an identifier in the Callback Session Id field, you should change this to one of the following:
- Your Support Ticket number or reference - If a support engineer has given you a ticket number or specified a reference to use, then please use this as the identifer.
- Company Name - If you do not have a support ticket currently open then you can use the name of your company.
- Email address - you can use the email address you are going to contact us with.
When you have entered the memo simply slide the Activate Session button to ON. This Session ID information will enable the support engineer to pick up the correct call.
Disabling the Support Tunnel
Once the problem has been resolved the support engineer will disconnect and you can safely slide Activate Session back to off to disable the tunnel.
Support Channel Status
The status shown in the Support Callback section are as follows:
Stopped support service - support channel is not started
Starting support service - support channel is connecting with LogonBox support servers
Started support service - support channel established awaiting for a support engineer to connect
Support operator active - support engineer connected
Error - connection failed
