Systems running SC//HyperCore™ HyperVisor are configured with a remote access feature to allow Scale Computing Support to interact with the system for customer assistance. This tunnel can only be opened outbound from the system and through enabled ports on the customer network. The connection utilizes various security procedures on the system and server side to ensure all commands passed between Scale Computing Support and the system are completely private and secure.
This covers Support-initiated access tunnels. For general secure access into a cluster’s SC//HyperCore web interface through SC//Fleet™ Manager, see SC//Fleet Manager.
Each support tunnel code opens a secure connection to the Scale Computing Remote Support server. Once entered on a node, a code is unique to that node while the tunnel is open and can’t be used on any other node.
- Open Remote Support in the Control Center.
- Each node in the system will be listed along with any open tunnels.
Open a Tunnel:
- Identify a node without a currently open tunnel.
- Enter the number given by Scale Computing Support in the CODE field on the line with the desired node.
- Click Open Connection. The tunnel is opened.
Close a Tunnel:
- Identify the node with the open support tunnel.
- Click Close Connection. The tunnel is closed.
Access Remote Support From Login
If you need Scale Computing Support assistance but are unable to access the main SC//HyperCore web interface, there is a Remote Support link on the sign-in page.
- Click Remote Support on the sign-in page.
- If a Remote Support tunnel is already enabled on the node, you will see the current Remote Support code. You may provide this code to the Support agent to access the system, or click Close to close the connection.
- If there is no Remote Support tunnel enabled on the node, you may enter a Support Code provided to you by Scale Computing Support in the popup dialog.
- Enter a Support Code and click Open. A secure tunnel will be opened with Support.