Qumulo's Remote Support

IN THIS ARTICLE 

Outlines the configuration and support process for Qumulo's Remote Support

REQUIREMENTS

• Cluster running Qumulo Core
• VPN keys installed on the cluster
• Protocols/ports allowed to the following destination hostnames as outlined in the table below:

DETAILS

Remote Support enables Qumulo to access your cluster so that Qumulo Care can troubleshoot and resolve problems remotely. Remote Support relies on a VPN connection from your cluster to a server accessed only by Qumulo. The VPN is secured using industry standard authentication and encryption.

• VPN Keys are installed on each Qumulo node at initial installation
• VPN Keys are stored in /etc/openvpn
• Openvpn connection must be enabled by the customer following the steps outline below
• Openvpn tunnel is closed by default
• Once enabled, the openvpn tunnel can be opened by an authorized Qumulo support agent
• The connection will remain established for a fixed period of four hours or can be modified per customer security requirements if necessary
• Customer has the ability to disable Remote Support at any time via the UI, CLI or API

ENABLE AND DISABLE REMOTE SUPPORT

Qumulo Core Web UI

• Hover over the Support menu and click Qumulo Care

• Click the Edit button for Remote Support

• Enable Remote Support by selecting Yes or disable Remote Support by selecting No

• Click Save 

Once enabled, Remote Support will display as Connected on the Qumulo Care page. 

QQ CLI

To enable via the qq CLI, run the following command from a node:

qq set_monitoring_conf --vpn-enabled 

Run the command below to disable Remote Support:

qq set_monitoring_conf --vpn-disabled 

Lastly, verify the cluster's support configuration by using the following command:

qq monitoring_conf 

REMOTE SUPPORT PROCESS

• Customer initiates VPN connection by enabling (disabled by default) Remote Support option
• Customer will notify Qumulo Customer Success team that Remote Support is enabled
• Authorized Qumulo Support Engineer will activate openvpn connection creating a tunnel from the customer Qumulo cluster to ep1.qumulo.com server
• Qumulo Support Engineer will initiate ssh from Qumulo HQ to ep1.qumulo.com server
• Qumulo Support Engineer will initiate ssh via established openvpn tunnel from ep1.qumulo.com to customer cluster
• Qumulo will now have access to troubleshoot and upload logs first to monitor.qumulo.com then to S3 bucket
  • Log uploads, while not shown in the UI, can be initiated manually by a member of the Customer Success team. Logs & other pertinent diagnostic data are sent to a private Amazon EC2 instance for analysis by our support team.
• Once completed, Qumulo will notify customer to deactivate Remote Support
• Customer disables remote support via Web UI, CLI or API

Click image to enlarge

We highly recommend that you enable Cloud-Based Monitoring with Remote Support so that our team can proactively provide fast support when you need it the most. Reference the Qumulo's Cloud-Based Monitoring article for additional details.

RESOLUTION 

You should now be able to successfully utilize Qumulo's Remote Support 

ADDITIONAL RESOURCES

Install VPN keys on a Cluster

Qumulo Care Proactive Monitoring

Qumulo's Cloud-Based Monitoring

QQ CLI: Monitoring and VPN

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