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. You
cannot enable remote support assistance and use the Assist On-Site tool at the same time.
In addition, a service IP address must be configured before you set up remote
support assistance. During system initialization, you can
optionally set up a service IP address and remote support assistance. If you did not configure a
service IP address, go to to configure a service IP for each node on the system. Optionally, you need to configure a
proxy server if you use a firewall to protect your internal network.
Prerequisites
If you are configuring remote support assistance, the following
prerequisites are required for all configurations:
If your system can be configured for direct
access to the internet, request that your network administrator allow these connections:
- 129.33.206.139 and 204.146.30.139 on port 22. These IP addresses and port are used to connect to
support servers for remote support assistance.
- 129.42.56.189, 129.42.54.189, and 129.42.60.189 on port 443. These IP addresses and port are
used to upload support packages to support from the system.
- 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 on port 22. These IP addresses and port are used to download software to the system
from support.
- A DNS server must be defined on your system. A DNS is required to upload support packages and to
download software.
If your system is not configured to directly
access the internet, or if you want to route traffic from multiple storage systems to the same
place, you must configure a Remote Support Proxy server. You cannot upload support packages or
download software with a Remote Support Proxy server. - Before you configure remote support assistance, the Remote Support Proxy server must be
installed and configured separately.
- During the setup for remote support assistance, specify the IP address and the port number for
the proxy server on the Remote Support Centers page.
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 by systems that do not
directly access the internet or if traffic is routed 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