How to enable the support tunnel in Access Manager 1.3

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 Access Manager server, this can be done by either logging in as the admin user through the web interface or the VMCentre menu.

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

 

Admin web interface

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, this should be either:

  • 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, or
  • Email address - you can use the email address you are going to contact us with.

To activate the support tunnel simply set the 'Enable Support Call-back' switch to the 'On' position.

When the tunnel has connected to our support server this identifier will enable the support engineer to pick up the correct call.

 

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 the 'Off' position, 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

 

VM Centre Interface

Log into VMCentre with your root user credentials, then select the Settings menu on the left. 

Set an Identifier

You will also need to provide an identifier in the 'Memo' field, the default entry will be your system's serial number, you can use this or provide 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, or
  • Email address - you can use the email address you are going to contact us with.

When instructed simply click the 'Start' button. The status is shown below. This information will enable the support engineer to pick up the correct call.

 

Disabling Support Tunnel

Once the problem has been resolved the support engineer will disconnect and you can safely click the 'Stop' button to disable, the status will show 'Not active'

 

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