How do I enable the support tunnel in Access Manager 1.2

How do I enable the support tunnel in Access Manager 1.2

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: 81.139.47.195

The support tunnel option can be found by clicking the "?" in the upper right hand corner of the admin panel as shown below.

Set an Identifier

You will also need to provide an identifier either:

  • Name - your registered name
  • Email address - your registered email address
  • Support ticket number - an engineer will have given you a ticket number

When instructed simply check the 'Enable Support Call-back' switch. The status is shown on the right.

This information will enable the support engineer to pick up the correct call.

This enables a secure connection between Nervepoint Technologies support servers and your instance and enables our support engineers to diagnose any problems you may be having.

Disabling Support Tunnel

Once the problem has been resolved the support engineer will disconnect and you can safely turn 'Enable Support Call-back' switch to off, the status beside the switch will show 'Not active'

 Support Channel Status

The status shown to the right are as follows:

Not Active - support channel closed

Connecting - support channel is connecting with Nervepoint Technologies support servers

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

Active - support engineer connected

Error - connection failed

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