IronPort - daily management guide - AsyncOS 7.6.1

Chapter 8 Common Administrative Tasks
Technical Support
Remote Access
Support Request
OL-25138-01
Cisco IronPort AsyncOS 7.6 for Email Daily Management Guide
Support Commands
The Technical Support section of the System Administration menu contains two pages: Support Request
and Remote Access.
Use the Remote Access page to allow Cisco IronPort customer support remote access to your Cisco
IronPort appliance.
Figure 8-4 The Remote Access Page
By enabling Remote Access you are activating a special account used by Cisco IronPort Customer
Support for debugging and general access to the system. This is used by Cisco IronPort Customer
Support for tasks such as assisting customers in configuring their systems, understanding 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.ironport.com. By default this connection is over port 25, which will work
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.ironport.com, Cisco IronPort Customer
Support can to use the SSH tunnel to obtain access to the appliance. As long as the connection over port
25 is allowed, this will bypass most firewall restrictions. You can also use the techsupport tunnel
command in the CLI.
In both the “Remote Access” and “Tunnel” modes, a password is required. It is important to understand
that this is not the password that will be used to access the system. After the password and the system
serial number are provided to your Customer Support representative, a password used to access the
appliance is generated.
After the techsupport tunnel is enabled, it will remain connected to upgrades.ironport.com for 7 days.
At the end of the 7 days, established connections will not be disconnected but will be unable to re-attach
to the tunnel once disconnected. The time-out set on the SSH tunnel connection does not apply to the
Remote Access account; it will remain active until specifically deactivated.
You can use the Help > Support Request page or the supportrequest command (see the Cisco IronPort
AsyncOS CLI Reference Guide for more information about the supportrequest command) to email the
configuration of your appliance to the Cisco IronPort Customer Support team and/or additional users,
and enter comments describing the issue for which you need support. This command requires that the
appliance is able to send mail to the Internet.
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