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:

IMPORTANT! If your company has an intrusion detection device or firewall that performs SSL/HTTPS Deep Packet Inspection, you will need to add an exception for the ep1.qumulo.com IP address. Run the command below on your cluster to identify the IP address for ep1.qumulo.com:

nslookup ep1.qumulo.com

DETAILS

Remote Support allows access to your cluster so that Qumulo Care can troubleshoot and resolve problems remotely. Using a secure VPN connection accessed only by Qumulo, the following information is available to an authorized Qumulo Care team member to provide help when you need it the most. 

• Cluster name and number of nodes
• Performance and capacity statistics
• Notification of hardware and software issues
• Configuration data including users, groups, shares and exports
• Logs, stack traces, and core dumps

IMPORTANT! Customer data cannot be accessed.

Remote Support relies on a VPN connection from your cluster to a server accessed only by Qumulo using industry standard authentication and encryption. To secure this connection, VPN Keys are installed on each Qumulo node in /etc/openvpn at initial installation. Once Remote Support is enabled on your cluster, an authorized member of the Qumulo Care team can open a connection to your cluster via the openvpn tunnel that is closed by default. This connection will remain established for a fixed period of four hours or can be modified per customer security requirements if necessary. 

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 Care team that Remote Support is enabled
• Authorized Qumulo Care support team member will activate openvpn connection creating a tunnel from the customer Qumulo cluster to ep1.qumulo.com server
• Qumulo Care support team member will initiate ssh from Qumulo HQ to ep1.qumulo.com server
• Qumulo Care support team member will initiate ssh via established openvpn tunnel from ep1.qumulo.com to customer cluster
• Qumulo will use connection 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.
• Qumulo will notify customer to deactivate Remote Support once troubleshooting is complete
• Customer disables remote support via the 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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