How does Remote Support work?
The AIM manager has a remote support feature that allows technical support to connect should the need arise. It works by establishing a secure SSL connection with a managed secure server hosted on the internet. Using a reverse tunnel, technical support can connect to the manager via the secure server. Each support representative has their own unique SSL keys for full traceability when making a remote connection. To protect the manager against unauthorised access, Remote Support is disabled by default. Access is only granted by Enabling Support and giving the support representative a unique one-time password which is automatically generated each time it is enabled.
Below is a diagram that shows how the connection is established:
The Remote Support connection will automatically terminate after 24 hours if left enabled.
Enabling Remote Support
[+] AIM v5.x and below
[-] AIM v6.x
- The manager must be connected to a network which has internet access.
- Log into the AIM’s web interface.
- From the Side Menu, choose System Care and then Remote Support.
- Click on the Enable Remote Support button to start the connection.
- The AIM will show a port number and one-time password (OTP) which are required to remotely access the manager.
- If the port number changes after 1 minute, this means that either:
- The port is used by another Remote session
- The manager has been unable to access the remote server. If port number continues to change, please check your network and firewall settings.
- If the port number does not appear and you see "Waiting for port number ...", then the AIM is not able to connect to the remote server. Please see the Troubleshooting section below.
- Please contact support support@adder.com, stating the port number and one-time password that you have been given. If you have changed the admin password from the default, then please could you create a temporary administrator account so that we can access the web interface if required.
- To terminate the Remote Support connection, simply press the Disable Remote Support button.
Web Interface Access
During the Remote Support session, we may need access to the AIM's web interface. So that you do not need to reveal or change your Admin password, please could you create a temporary user and set it as an AIM Administrator. Please let us know the user and password that you have created.
Troubleshooting
In the event that you do not see a port number then please check the following:-
- You have outbound port enabled on your firewall, typically 22 or on 4.5 and above, you choose 443, 53, 2222 or 1022 instead.
- There is only one gateway on the AIM Manager, make sure that the gateway is correct. If you set the Ethernet port 2 to DHCP, the gateway from the DHCP server is not used.
- Try manually assigning an IP address, subnet mask, gateway and DNS Setting to Ethernet Port 2.
Connection Test
To check that the Remote Support server is accessible from your network, please find the options below:-
[+] AIM v4.x, v5.6 and below
[+] AIM v5.7 and above
[-] AIM v6.x
- Open a web browser and log into the AIM’s web interface.
- From the Side Menu, choose System Care and then Remote Support.
- On the Remote Support page, click on the Test the Connection button.
- Depending on the availablity, this make take a minute or two to complete the test.
- Once complete, it will report which ports are available or if our Remote Support is not reachable below. In the screenshot above, all the ports except for 2222 could be used to connect.