- Portal subtab
- Diagnostics subtab
This section documents the Support tab, which has the following sub tabs:
The top part of the screen indicates the status of automatic checks for notifications and messages. If automatic checks are enabled, your CFA will check for updates every day at the specified time.
To enable or disable automatic checks, click Change Settings.
Then check (to enable) or uncheck (to disable) the Automatically Check for Updates check box. If you enable automatic updates, you can also configure the update time.
If you do not have a proxy server the system will provide you information for firewall settings to allow the system to communicate to the update server. If you have a proxy server you can set these settings under the Proxy option on the System > Settings tab.
To apply any changes that you make on this screen, click OK.
Besides receiving automatic updates of new downloads for you to install, you can also click Check Now to check for updates manually at any time. The screen lists when the most recent check and update occurred.
The remainder of the portal screen lists your CFA model, version, serial number, and release type information. It also contains information in the following categories:
|Support||Contact information, telephone support hours and observed holidays|
|What’s New?||Release notes for the latest four firmware releases|
|Bare Metal Restore|
|Documentation||Links to current Infrascale documentation and Knowledge Base|
The Diagnostics subtab contains, most importantly, the interface to open a Support Tunnel should the Infrascale Support request it. It also contains the CFA logs, which can be viewed on the CFA or downloaded to your desktop. There is also an alternate area to run commands in lieu of the network console.
Diagnostic Log Viewer
The Diagnostic Log Viewer creates log files for the activity that runs on the system.
To view or down the diagnostic log files, use the dropdown menu to select the log file. Then:
To view the log file on the screen, click View Log.
To download the log file, click Download Log, and then specify the file destination.
The formatting of the downloaded logs is not user-friendly; it is recommended to view the logs on the CFA.
To view log files specific to a backup job, use special actions in Jobs > History. (See View Message Logs.)
Remote Secure Shell Access (SSH)
Enabling this will allow SSH access from your LAN if necessary, and is required for the Infrascale Support to remotely diagnose and fix problems using the Support Tunnel. If this shows Start Sshd, then clicking it will enable and the button will show Stop Sshd.
Secure Infrascale Support Tunnel
Use this setting only when Infrascale Support recommends opening a support tunnel. They will assign you a tunnel number to connect to. To start the support tunnel, click Start Remote Tunnel.
As an alternative to using the console, you can use this box to enter commands to run on the CFA. Type the command into the text box, and then click Execute. If the command is successful, a new text box will appear and display the execution results. This area should not be used unless directed by the Infrascale Support.
Submit Support Request
If you are having problems that you cannot resolve, this is one way for you to submit a request for support. Fill in your contact information and enter a description of the problem, then select Send Configuration Files and click Submit.