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KB No. 2570: How to set up a support tunnel from Olfeo (administration interface and SSH)

KB OLFEO On-Premise
November 26, 2023

Versions: V.5.x V6.x

How to set up a support tunnel from the Olfeo administration interface and via SSH.

Objective

Install a support tunnel from Olfeo.

Background

Support intervention may require remote access to the Olfeo server.

The Olfeo administrator opens access from the administration interface, or via SSH, particularly when the administration interface is no longer responding.

Steps

From the administration interface – a) Olfeo direct support tunnel

Three parameters are required to establish the connection. They are as follows:

  • Support IP address: corresponds to the Olfeo support server. It is provided by the support engineer.
  • Outgoing port: 443.
  • Remote Port: This may vary. It is provided by the support engineer.

From the administration interface – b) Integrator support tunnel

This section is used to initiate a connection to the integrator support server (the address entered here is only an example):

From the server via SSH:

Connect to the Olfeo server via SSH (for example, using Putty), and after entering the server username and password, type:

ssh -p 443 support@supportipaddress -R remote port:localhost:22

Next, you will be asked to confirm your connection and enter a password: the password will be provided by the support engineer.

Please note! In some cases, the support tunnel cannot be activated. This is often due to a firewall rule that may cause problems. Allow HTTPS (port 443) outbound traffic in order to communicate with the support servers.

Validation

  • Administration interface: The Status field displays Enabled.
  • SSH This is displayed on the console: