How to enable the support tunnel

system

A support tunnel 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 from the VMCentre console.

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 over SSL port 443. Here is the information you will need:

hostname: support2.nervepoint.com
IP address: 35.197.251.237

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. The status is shown below. This 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 tunnel.

 

Support Channel Status

The status shown in the Support Callback section are as follows:

Connecting - support channel is connecting with Nervepoint Technologies support servers

Awaiting Operator - support channel established awaiting for a support engineer to connect

Operative active - support engineer connected

Error - connection failed

 

2. Web UI

Alternatively you can start the tunnel from the main admin web UI.

Log on as admin and click the Support icon in the top navbar .

 

 

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. The status is shown below. This 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:

Connecting - support channel is connecting with Nervepoint Technologies support servers

Awaiting Operator - support channel established awaiting for a support engineer to connect

Operative active - support engineer connected

Error - connection failed