You can configure either local or remote support assistance with the management GUI
or the command-line interface.
Support assistance enables support personnel to access the system to
complete troubleshooting and maintenance tasks. You can configure either local support assistance, where support personnel
visit your site to fix problems with the system, or remote support assistance. Both local and remote
support assistance uses secure connections to protect data exchange between the support center and
system. More access controls can be added by the system administrator. The system supports both local and remote support
assistance. Use local support assistance if you
have restrictions that require on-site support only. Unlike other authentication methods, you can
audit all actions that support personnel conduct on the system when local support assistance is
configured.With remote support assistance,
support personnel can visit on site and they can also access the system remotely through a secure
connection from the support center. However, before you enable remote support assistance between the
system and support, you first need to configure local support assistance.
Support personnel rely on the support package, such as snaps, dumps, and various trace files, to
troubleshoot issues on the system. The management GUI and the command-line interface
support sending this data to the support center securely. Additionally, support personnel can
download new builds, patches, and fixes automatically to the system with your permission.
If you are configuring remote support assistance, then ensure that the
following prerequisites are met:
- Ensure that call home is configured with a valid email server.
- Ensure that a valid service IP address is configured on each node on the system.
- If your system is behind a firewall or if you want to route
traffic from multiple storage systems to the same place, you must configure a Remote Support Proxy
server. Before you configure remote support assistance, the proxy server must be installed and
configured separately. During the set-up for support assistance, specify the IP address and the port
number for the proxy server on the Remote Support Centers page.
- If you do not have firewall restrictions and the storage nodes are directly connected to the
Internet, request your network administrator to allow connections to 129.33.206.139 and
204.146.30.139 on Port 22.
- Both uploading support packages and downloading software require direct
connections to the Internet. A DNS server must be defined on your system for both of these functions
to work.
- To ensure that support packages are uploaded correctly, configure the
firewall to allow connections to the following IP addresses on port 443: 129.42.56.189,
129.42.54.189, and 129.42.60.189.
- To ensure that software is downloaded correctly, configure the firewall to
allow connections to the following IP addresses on port 22: 170.225.15.105,170.225.15.104,
170.225.15.107, 129.35.224.105, 129.35.224.104, and 129.35.224.107.
Using the management GUI
To configure support assistance, complete these
steps:- In the management GUI, select .
- Select one of these options:
- I want support personnel to work on-site only
- Select this option to configure local support assistance. Use this option if your system has
certain restrictions that require on-site maintenance. If you select this option, click
Finish to set up local support assistance.
- I want support personnel to access my system both on-site and remotely
- Select this option to configure remote support assistance. Use this option to allow support
personnel to access your system through a secure connection from the support center. Secure remote
assistance requires a valid service IP address, call home, and an optional proxy server if a
firewall is used to protect your internal network. If you select this option, click
Next to specify IP addresses for the support center and optional proxy
server.
- If you selected to configure both local and remote support assistance, verify the pre-configured
support centers. Optionally, enter the name, IP address, and port for the proxy server on the
Remote Support Centers page. A proxy server is used in systems where a
firewall is used to protect your internal network or if you want to route traffic from multiple
storage systems to the same place.
- On the Remote Support Access Settings page, select one of these options
to control when support personnel can access your system to conduct maintenance and fix problems:
- At Any Time
- Support personnel can access the system at any time. For this option, remote support session
does not need to be started manually and sessions remain open continuously.
- On Permission Only
- The system administrator must grant permission to support personnel before they can access the
system. For this option, remote support sessions need to be started manually and you can specify a
maximum time that a session can be idle before the session is automatically closed.
- Click Finish.
- After you configure remote support assistance with permission only, you can start sessions
between the support center and the system. On the Support Assistance page,
select Start New Session and specify the number of minutes the session can be
idle before the support user is logged off the system.
Using the command-line interface
To configure local support
assistance, enter the following command:
chsra -enable
To configure remote support assistance, enter the
following command:
chsra -remotesupport enable