IN THIS ARTICLE
Outlines the configuration and support process for Qumulo's Remote Support
- 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:
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.
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:
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.
You should now be able to successfully utilize Qumulo's Remote Support
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