How do I setup 'Support Access'?

Applies To: Models 1000, 2000, 3000

This article describes setting up and verifying ePrism "Support Access," which allows support to provide remote assistance. Doing this prior to contacting support will save time for all parties.  Enabling "Support Access" involves installing a patch, then enabling support access, possible firewall configuration, and connection testing.

To setup "Support Access," perform the following:

  1. Go to Management > Update Software (v4.x) or Software Updates (v5.x, shown below)

The support_access patch should be under Available Updates

Install the support_access patch, it will display under Installed Updates

Reboot ePrism

  1. Go to Basic Config > Network

If ePrism uses one interface, enable support access for that interface. if ePrism uses two interfaces, Enable support access for the external facing interface, leaving the IP address set to 207.236.65.226.  Reviewing interface properties information will assist in determining the external interface.
(St. Bernard's IP addresss)

Reboot ePrism

  1. If there is a firewall between ePrism and the Internet, you will need to:

Allow access for port 10101

  1. To test, use telnet to access the ePrism's external IP address, on port 10101  
    For example:

telnet xxx.xxx.xxx.xxx 1010x

The response when support access is properly working should similar to below:

SSH-2.0-OpenSSH_3.4p1 FreeBSD-20030924
(above line from an ePrism 4 with update2 installed)