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[JDSS] Remote Support (RSS)

Article ID: 3091
Last updated: 29 Sep, 2022

Additional information:

  • product name: JovianDSS
  • product version: all
  • build: all

Problem:

In some instances, a remote support session will be required to resolve your issue. It is a service which connects your Open-E storage to our Support Center and allows our experts to fix the issue directly.

Symptoms:

Remote support will be required to determine the cause of the issue if the system log files do not contain enough data, for example when we're creating a new software driver for a particular card in your system and it's not working as expected

Solution:

1. To activate remote support please use the "Remote Support" function from the Extended Console Tools (CTRL+ALT+X). 

​​​​​​2. ​The system will advise caution while changing options using this tool, as it may be dangerous for Your configuration. You will then be prompted for the administrator's password.

3. Choose the REMOTE SUPPORT option:

4. Please read and confirm the information about the Remote Support Session. An option to see the connection logs will also be available from this screen

5. Should you choose the <See logs> option, a screen similar to the below will appear (normally, it shows connection logs): 
 

Outgoing TCP port 65500 is required for the RSS to work. Please make sure it is opened in your firewall settings. The connection is encrypted.

6. The system will remind you of the necessary conditions in a warning/information screen :

7. Please enter the ticket number (available in the e-mail topic) when asked for the problem description.

NOTE: You can also access your console using SSH connection:

http://kb.open-e.com/How-do-I-connect-to-the-console-remotely_97.html

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Article ID: 3091
Last updated: 29 Sep, 2022
Revision: 7
Views: 0
Posted: 09 Jan, 2020 by Szewczyk P.
Updated: 29 Sep, 2022 by Litwinowicz R.
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