Руководство Пользователя для Cisco Cisco Content Security Management Appliance M160
15-2
Cisco IronPort AsyncOS 8.0 for Security Management User Guide
Chapter 15 Troubleshooting
Step 4
Optionally, enter additional recipients’ email addresses in the Other recipients field.
By default, the support request (including the configuration file) is sent to Cisco IronPort Customer
Support when you select the check box at the top of the form. You can also mail the configuration file
to other email addresses. Separate multiple addresses with commas.
Support when you select the check box at the top of the form. You can also mail the configuration file
to other email addresses. Separate multiple addresses with commas.
Step 5
If you already have a customer support ticket for this issue, enter the ticket number at the bottom of the
page.
page.
Step 6
Click Send.
A trouble ticket is automatically created. For additional information, see
.
About Remote Access for Customer Support
Enabling Remote Access activates a special account used by Customer Support for debugging and
general access to the system. This is used by Cisco IronPort Customer Support for tasks such as helping
you configure your system, understanding your configurations, and investigating problem reports. You
can also use the techsupport command in the CLI.
general access to the system. This is used by Cisco IronPort Customer Support for tasks such as helping
you configure your system, understanding your configurations, and investigating problem reports. You
can also use the techsupport command in the CLI.
When enabling the use of the Secure Tunnel, the appliance creates an SSH tunnel over the specified port
to the server upgrades.cisco.com. By default this connection is over port 25, which works in most
environments because the system also requires general access over that port in order to send email
messages. After a connection is made to upgrades.cisco.com, Customer Support is able to use the SSH
tunnel to obtain access to the appliance. As long as the connection over port 25 is allowed, this bypasses
most firewall restrictions. You can also use the techsupport tunnel command in the CLI.
to the server upgrades.cisco.com. By default this connection is over port 25, which works in most
environments because the system also requires general access over that port in order to send email
messages. After a connection is made to upgrades.cisco.com, Customer Support is able to use the SSH
tunnel to obtain access to the appliance. As long as the connection over port 25 is allowed, this bypasses
most firewall restrictions. You can also use the techsupport tunnel command in the CLI.
In both the Remote Access mode and Tunnel mode, a password is required. This is not the password that
will be used to access the system. After this password and the system serial number are provided to your
customer support representative, a password used to access the appliance is generated.
will be used to access the system. After this password and the system serial number are provided to your
customer support representative, a password used to access the appliance is generated.
After the technical support tunnel is enabled, it remains connected to upgrades.cisco.com for seven
days. At the end of the seven days, established connections are not disconnected but are unable to
reattach to the tunnel once disconnected. The timeout set on the SSH tunnel connection does not apply
to the Remote Access account; it remains active until specifically deactivated.
days. At the end of the seven days, established connections are not disconnected but are unable to
reattach to the tunnel once disconnected. The timeout set on the SSH tunnel connection does not apply
to the Remote Access account; it remains active until specifically deactivated.
Enabling Remote Access for Customer Support
Procedure
Step 1
On the right hand side of the Security Management appliance GUI, choose Help and Support> Remote
Access.
Access.
Step 2
Select Edit Remote Access Settings.
Step 3
Check the Allow remote access to this appliance check box.
Step 4
Enter your customer support password.
Step 5
Leave the Secure Tunnel check box selected and leave the port number 25, unless a customer support
engineer instructs you to change these options.
engineer instructs you to change these options.
Step 6
Submit and commit your changes.