A Secure Infrascale Support Tunnel is an encrypted connection established from your Infrascale Backup Appliance to a server hosted by Infrascale, which allows Infrascale technical staff to remotely diagnose conditions on your appliance.
- Firewalls must be configured to allow outbound TCP port 122, at least from the appliance's IP address.
- No other special firewall rules, including rules to allow inbound traffic, are required.
- Infrascale technical staff must reserve and assign a port number for use by the tunnel.
- (This number is typically in the range 1-99 and is added to 10,000 for the actual port used.)
- Infrascale may disconnect tunnels created without reservation.
Preparation
- Ensure that the Server > Diagnostics > Remote Secure Shell Access (SSH) section shows a button with [Stop Sshd].
- If [Start Sshd] is shown, click that and wait for it to show [Stop Sshd].
- You can leave it running at all times.
- This will allow for access via SSH client on your LAN if necessary, and over the tunnel only while the tunnel is connected.
How to Connect a Support Tunnel
- Access the Infrascale Admin Console (the web user interface) with your browser at http://appliance/
- Browse to System > Diagnostics
- Enter the assigned tunnel number into the Secure Infrascale Support Tunnel text box.
- Press [Start Remote Tunnel]
- If everything is OK on the appliance side, the following should show:
- Currently running on port: 100XX. (Where XX is the tunnel number)
- [Stop Remote Tunnel] button
- Notify us that the tunnel appears established and then we can confirm that we see it.
- If Infrascale cannot see the tunnel, we may ask that you take any of the steps in Troubleshooting, below, to resolve the problem.
- Using the Diagnostics Page
- If the Infrascale Admin Console is not loading, try these simple steps:
- ShiftClick Refresh or ShiftF5 to reload the Infrascale Admin Console page
- If this successfully loads the web user interface, try The Easy Way above
- If the user interface is grayed out, nothing responds to clicks, and it appears to “stall” loading:
- Attempt to access the diagnostics page directory with the URL:
- http://appliance/diagnostics.do
- If the page successfully loads, resume with The Easy Way, above.
- If the user interface is inaccessible with browser messages such as:
- The web page could not be loaded
- The web server is inaccessible ... Contact us for next steps.