Remote Support Appliance Installation

Transcription

1 Remote Support Appliance Installation 2017 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC:1/11/2018

2 Table of Contents Appliance Setup Task List 3 Bomgar Hardware Prerequisites 4 Bomgar Appliance Installation 6 Install the Bomgar B200 Appliance in Your Server Rack 6 Install the Bomgar B300 or B400 Appliance in Your Server Rack 10 Power On the Bomgar Appliance 14 Initial Network Configuration During Appliance Setup 15 SSL Certificate Requirement 18 Send Information to Bomgar Technical Support 19 Check for Updates to Install Bomgar Software 20 Open Source Software Acknowledgments 21 CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 Appliance Setup Task List This task list is a quick reference for the steps necessary to get your Bomgar Appliance set up. Full details can be found further on in this guide. Use this list as a checklist of the essential steps. 1. Configure a DNS A-record for the fully qualified domain name (FQDN) of your new site (e.g., support.example.com). If your appliance will be located in your DMZ or internal network, then an internal A-record pointing to the internal IP address of the appliance is needed. If you wish to support external customers, then a Public DNS A-record also needs to be registered for the external IP address of the appliance. For Bomgar network deployment scenarios, see The Bomgar Appliance in the Network at IMPORTANT Note: "Bomgar" cannot be used in the FQDN for your site. 2. Install the Bomgar Appliance according to "Bomgar Appliance Installation" on page Obtain an SSL certificate that matches your FQDN DNS (e.g., support.example.com). a. For full details, see the SSL Certificate Guide at b. Import the certificate chain to your appliance and assign it to the IP address of the appliance. c. Export the root portion of the certificate chain (with matching Issued To and Issued By values) without private key information, and save the root certificate for the next step. 4. the following three items to Bomgar Technical Support: The FQDN DNS hostname of the appliance from Step 1. The root SSL certificate segment exported in Step 3c. A screenshot of the /appliance > Status > Basics page. 5. Install the new software license package which Bomgar Technical Support will send after you complete Steps 1-4. a. You will be notified by when you should install the software license package using the Check for Updates utility. b. Once installed, navigate to the /login administrative interface (e.g., c. Use the default admin credentials admin and password to log in for the first time. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 Bomgar Hardware Prerequisites This guide walks you through the initial setup and configuration of your Bomgar Appliance. Should you need any assistance, please contact Bomgar Technical Support at help.bomgar.com. Prerequisites Before starting, it is important to know that until the Bomgar Appliance's prerequisites have been met, you will neither be able to reach your appliance directly by its IP address or hostname nor be able to check for updates or use it to provide remote support. The Bomgar Appliance requires the following at a minimum: One or two available power outlets, depending on your appliance (one for the B200, two for the B300 or B400) A high-speed network connection A network router or switch A unique, static IP address for the Bomgar Appliance A private DNS A-record resolving to the static IP of your appliance. A public A-record and public IP will also be required if external clients will need access to the appliance. An SSL web server certificate + intermediate SSL certificate(s), and SSL root. OR, 1 Self-Signed certificate. (See the SSL Certificates and Bomgar Guide.) The Bomgar software licensing package While these meet the minimum requirements, more advanced configurations may require additional items. For example: Bomgar click-to-chat and mobile clients require an SSL root and intermediate SSL certificate(s). Access from external public networks require a public DNS A-record. Access from multiple DNS A-records require either multiple web server certificates and/or SAN or wildcard certificate(s). Isolating client traffic from multiple networks requires multiple static IP addresses. Automatic updating and advanced Bomgar technical support require outbound access to the public internet from the Bomgar Appliance over TCP port 443. IMPORTANT! No client software (e.g., representative consoles, customer clients, Jump Clients, Jumpoints, Bomgar Buttons, etc.) can be downloaded, installed, or used until Bomgar Technical Support builds a software licensing package for your appliance and you install it per the instructions provided by Support. Because this license package is encoded with the DNS A-record of the appliance as well as its SSL certificate, these must be in place before the license package can be completed. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 Getting Started Several steps should be taken before the Bomgar hardware is delivered and installed: 1. Allocate the necessary rack space for the appliance. Ensure the space has the necessary power and network access. 2. Reserve a static IP address for the appliance on the network. Refer to the following guides in order to reserve the correct IP address(es): Bomgar Appliance in the Network Configure a DNS A-record for the fully qualified domain name (FQDN) of your new site (e.g., support.example.com). Note: A private DNS A-record resolving to the static IP address of the appliance will always be necessary. A public A- record and public IP will also be required if clients on public, external networks will need access to the appliance. Although your appliance can function anywhere in your network as long as the appropriate users and machines can reach it, you will need to decide where in your network you plan to install the appliance prior to this step. If you are going to access systems outside of your network, Bomgar recommends placing your appliance in a DMZ or outside of your internal firewall. See the table below for more details. For assistance with your firewall configuration, please contact the manufacturer of your firewall software. Note: If you must move the appliance to another location to connect it to the internet, you will need to power down before you unplug it from its power source. If you can log into the /appliance administrative interface, go to the Status > Basics page and click Shut Down This Appliance. Manual shut down is possible if you press and release the power button one time. Wait 60 seconds for the appliance to power down before unplugging the Bomgar Appliance from the power source. When you reconnect the appliance at the new location, you will need to power up again. Network Location Considerations for Bomgar Appliances Network Location Outside your firewall DMZ Inside your firewall Advantages/Disadvantages Does not require that ports 80 and 443 be open inbound for TCP traffic on your firewall. Simplifies the setup process significantly because both the representative and customer clients are built to resolve to a specific DNS; if your registered DNS resolves to a public IP address directly assigned to your appliance, no additional setup is required by you to initiate a session. May require additional setup depending on your router or routers. Requires port forwarding on your firewall and possibly additional setup of your NAT routing and internal DNS. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 5

6 Bomgar Appliance Installation Depending on the appliance type, your installation instructions may vary. Review the section that pertains to your appliance type. Install the Bomgar B200 Appliance in Your Server Rack Install the Bomgar B300 or B400 Appliance in Your Server Rack Install the Bomgar B200 Appliance in Your Server Rack 1. Identifying the Rail Kit Contents Locate the components for installing the rail kit assembly: Two Dell ReadyRails static rails Two chassis rail members Two Velcro straps CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 6

7 2. Installing and Removing Tool-less Static Rails ( Four-Post) Position the left and right rail end pieces labeled FRONT facing inward and orient each end piece to seat in the round or square holes on the front side of the vertical rack flanges. Align each end piece to seat the pegs in the bottom hole and the top hole of the first U. Engage the back end of the rail until it fully seats on the vertical rack flange. Repeat these steps to position and seat the front end piece on the vertical flange. To remove the rails, pull on the latch release button on the end piece midpoint and unseat each rail. 3. Configuring Flush-Mount Static Rails (Two- or Four-Post) Note: The rails as they are shipped must be converted to tooled rails to install in a flush-mounted rack. Lay both rails flat with both end pieces facing up. Remove the two screws on the front end pieces and rotate each piece 180 degrees. Reattach both end pieces with the two pairs of screws. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 7

8 4. Installing Flush-Mount or Center-Mount Static Rails (Two-Post) Attach right and left mounting rails to the front mounting flanges with two pairs of screws. Slide each flush-mount adjustable bracket forward against the two-post rack. Secure each side to the mounting flange with two pairs of screws. For a center-mount installation, push the adjustable rear mounting brackets toward the back of the right and left mounting rails. Attach the fixed center mount brackets to the front mounting flanges with two pairs of screws. Slide both the adjustable rear-mounting brackets forward against the two-post rack. Secure each side to the mounting flange with two screws. 5. Configuring Four-Post Threaded Static Rails To configure the rear end pieces of your rails for a tooled installation, perform the following steps: Press the rail release button on each rail to disengage the rear segments. With the end pieces positioned outward, align and rejoin the midsections and slide the rear segments into place until the release button engages. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 8

9 6. Installing and Removing Four-Post Threaded Static Rails Attach the right and left mounting rails to the front mounting flanges with two pairs of screws. Repeat the preceding step for the rear mounting flanges. 7. Installing and Removing Chassis Rail Members Place the system on a level surface and align the keyhole slots on the chassis rail members with the pins on the system. Slide the chassis rail members toward the back of the system until they lock into place. To remove the chassis rail members, lift the lock spring until it clears the head of the pin. Slide the chassis rail member towards the front of the system until the pins slip through the keyhole slots. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 9

10 8. Installing, Removing, Cabling, and Securing the System in the Rack Insert the ends of the chassis rail members into the front of the static rails and push the system into the rack. For tool-less four-post racks and center-mount two-post configurations, the slam latches engage automatically as the system is pushed into the rack. To secure the system for shipment in the rack or for other unstable environments, locate and tighten the hard-mount screw under each latch. Bundle the system cables, pulling them clear of the system connectors to the left and right sides. Secure the bundles by threading the Velcro straps through the tooled rail slots. To remove the system from the rack, pull the system out of the rack until the rails lock into place. The lock position is intended to provide the opportunity to reposition the grip for removal, it is not intended for service. Locate the blue tabs on the sides of the chassis rail members. Push the tabs inward and continue pulling the system until the chassis rail members are completely clear of the rails. Install the Bomgar B300 or B400 Appliance in Your Server Rack 1. Identifying the Rail Kit Contents Locate the components for installing the rail kit assembly: Two A7 Dell ReadyRails II sliding rail assemblies (1) Two hook and loop straps (2) CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 10

11 2. Installing and Removing Tool-less Rails (Square Hole or Round Hole Racks) Position the left and right rail end pieces labeled FRONT facing inward and orient each end piece to seat in the holes on the front side of the vertical rack flanges (1). Align each end piece in the bottom and top holes of the desired U spaces (2). Engage the back end of the rail until it fully seats on the vertical rack flange and the latch clicks into place. Repeat these steps to position and seat the front end piece on the vertical rack flange (3). To remove the rails, pull the latch release button on the end piece midpoint and unseat each rail (4). 3. Installing and Removing Tooled Rails (Threaded Hole Racks) Note: The tooled rail mounting configuration requires eight user-supplied screws: #10-32, #12-24, #M5, or #M6. The head diameter of the screws must be less than 10 mm (0.4 ). Remove the pins from the front and rear mounting brackets using a flat-tipped screwdriver (1). Pull and rotate the rail latch sub-assemblies to remove them from the mounting brackets (2). Attach the left and right mounting rails to the front vertical rack flanges using two pairs of screws (3). Slide the left and right back brackets forward against the rear vertical rack flanges and attach them using two pairs of screws (4). CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 11

12 4. Installing the System in a Rack Pull the inner slide rails out of the rack until they lock into place (1). Locate the rear rail standoff on each side of the system and lower them into the rear J-slots on the slide assemblies (2). Rotate the system downward until all the rail standoffs are seated in the J-slots (3). Push the system inward until the lock levers click into place. Press the slide-release lock buttons on both rails and slide the system into the rack (4). 5. Removing the System from the Rack Locate the lock levers on the sides of the inner rails (1). Unlock each lever by rotating it up to its release position (2). Grasp the sides of the system firmly and pull it forward until the rail standoffs are at the front of the J-slots. Lift the system up and away from the rack and place it on a level surface (3). CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 12

13 6. Engaging and Releasing the Slam Latch Facing the front, locate the slam latch on either side of the system (1). The latches engage automatically as the system is pushed into the rack and are released by pulling up on the latches (2). To secure the system for shipment in the rack or for other unstable environments, locate the hard-mount screw under each latch and tighten each screw with a #2 Phillips screwdriver (3). 7. Routing the Cables Locate the outer CMA brackets on the interior sides of both rack flanges (1). Bundle the cables gently, pulling them clear of the system connectors to the left and right sides (2). Thread the hook and loop straps through the tooled slots on the outer CMA brackets on each side of the system to secure the cable bundles (3). Note: For your convenience, your appliance includes an optional Cable Management accessory kit which can further improve cable routing at the rear of the appliance. Refer to the detailed instructions included with the kit if you would like to install this accessory. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 13

14 Power On the Bomgar Appliance 1. Plug the power cables for the Bomgar Appliance into a safe power source. Depending on the type of appliance, you may have two power cables. The appliance s power supplies will automatically switch between 120v and 240v, as needed. 2. Using one of the patch cables provided, connect your computer to NIC1 or NIC2 on the rear of the Bomgar Appliance. You can use either crossover or straight-through cables. Note: Bomgar supports placing both NICs on the same network for the purpose of NIC Teaming. Likewise, NICs can be placed on separate network subnets for segmented traffic routing. However, if placing NICs on the same network for the purpose of NIC Teaming, configure only one of the NICs. If both NICs have IP addresses from the same subnet, unexpected behavior will result. When multiple IP addresses are required for a single subnet, the proper solution is to assign all the IP address to one NIC. 3. Press and release the power button on the front of the appliance. The power LED immediately to the right of the reset button will illuminate, and the HDD activity LED (immediately to the right of the power LED) will begin to flash. Initialization of the Bomgar Appliance will complete in about 60 seconds. Note: The NIC1 and NIC2 LEDs may illuminate and show activity even when the appliance is not powered on; therefore, it is important to check the power and HDD LEDs to confirm that the appliance is on. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 14

15 Initial Network Configuration During Appliance Setup Before deploying the Bomgar Appliance on your network, you must set up its network configuration. This is done by accessing the Bomgar Appliance administrative interface from a web browser on your computer. The steps below will walk you through this process. Your process may vary depending upon your operating system. 1. After performing the external setup of your Bomgar Appliance, go to the Local Area Connection on your computer and click Properties. 2. Highlight Internet Protocol Version 4 (IPv4) and click the Properties button. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 15

16 3. Enter as your IP address and as the subnet mask. Be sure the Gateway and DNS fields are blank. 4. Launch a web browser and enter the address in the URL address field. If this fails, try alternately substituting ".2", ".3" and ".4" for the last decimal in the address above. Load each of these addresses separately until one responds. Enter the default username and password and click Login. Default Username: admin Default Password: password Upon initial login, you will be prompted to change your appliance administration password. Note: The Bomgar Appliance uses two administrative web interfaces, /appliance and /login, to isolate hardware administration from user management. The /appliance interface is used to configure network settings and upgrade Bomgar software. See the Bomgar Appliance Web Interface Guide at The /login interface is not available until after Bomgar Technical Support builds the necessary software licensing package and this package is installed through /appliance. Once installed, /login is used to manage users and workflows, deploy client software, report on session activity, create and use integrations, etc. See the Bomgar Admin Interface at CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 16

17 5. Once you are logged into the /appliance interface, you will see the Status > Basics page. This page includes information such as the serial number which Bomgar Technical Support requires to register the appliance with the Bomgar licensing servers. Take a screenshot of this page and send it to Bomgar Technical Support so that the Support team can register your appliance. 6. Next, go to Networking > IP Configuration. Under the NIC Configuration section, click Add New IP. 7. Enter the static IP address and subnet mask for your Bomgar Appliance. Typically you should leave the default values for both fields. You can decide if this IP address will support session traffic, web traffic, or both. Then click Save Changes. 8. Under the Global Network Configuration section, set your default gateway. Enter your default Gateway and DNS server addresses. After entering the required information, click Save Changes. Note: Valid DNS settings are required for failover and automatic updates to function properly. For more about network configuration, see The Bomgar Appliance in the Network at CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 17

18 SSL Certificate Requirement All Bomgar software communication occurs via secure, encrypted connections. These rely on the industry standard Secure Sockets Layer (SSL) technology and DNS address of the appliance. Bomgar Appliances ship with a default certificate which secures the initial connection to the x management address. However, this will not satisfy the requirements of Bomgar's client software, which runs more rigorous validation checks than standard web browsers. Therefore, before Bomgar can provide you with a fully operational software licensing package, your Bomgar Appliance will need to have a valid SSL certificate installed that matches the DNS A-record you have registered for your appliance. A valid SSL certificate can be either a certificate authority-signed (CA-signed) SSL certificate or a self-signed SSL certificate. CAsigned certificates are required to fully leverage all of Bomgar's functionality (e.g., click-to-chat and mobile clients), but they require that a certificate signing request (CSR) be submitted to the CA. The CSR is an industry standard used by all network devices and software which use SSL. If a CSR/CA-signed certificate is used instead of a self-signed certificate, the CA-signed certificate must be downloaded from the CA's website (or certificate purchase ) and imported to the Bomgar Appliance from the /appliance interface. For more information on how Bomgar uses SSL certificates as well as detailed configuration steps to request and install certificates in Bomgar, see the SSL Certificates Guide at The section Create an SSL Certificate describes the steps for initial configuration in detail. An overview of the process is given below. 1. Log into the Bomgar /appliance interface and create a certificate signing request (CSR) or self-signed certificate. Note: If the Bomgar Appliance will be using a copy of the certificate from another Bomgar Appliance or server, no CSR or self-signed certificate is necessary. Instead, export the certificate with its private key from the system on which it currently resides and import it to the Bomgar Appliance. For detailed steps, see the section Replicate the SSL Certificate on Failover and Atlas Appliances in the SSL Certificates Guide. 2. Send Bomgar Technical Support a copy of the SSL root certificate and/or appliance DNS address. Also send a screenshot of the /appliance > Status > Basics page. Note: If a self-signed certificate is used, the certificate serves as its own root certificate, and therefore, the self-signed certificate should be sent to Bomgar Technical Support. If a CA-signed certificate is used, contact the CA for a copy of their root certificate. If you have trouble contacting the CA, articles to assist with obtaining your root certificate can be found at help.bomgar.com. In either case, Bomgar Technical Support will need to know the DNS address of the appliance. If your DNS address is public and the SSL certificate is already installed, Support can retrieve a copy of the root from the public DNS address; in this case, it is not necessary to manually send the root certificate. If you send the SSL certificate, be sure it is in PKCS#7 (.p7b) format or DER (.cer) format. Do not send PKCS#12 (.p12 and.pfx). Once the above steps are complete, Bomgar Technical Support encodes the DNS hostname and SSL root certificate into a new software licensing package, sends it to the Bomgar licensing servers for building, and then sends you instructions to install the newly-built package once it is complete. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 18

19 Send Information to Bomgar Technical Support While building your software package, Bomgar Technical Support encodes your appliance's DNS hostname and SSL root certificate into the software. Before Bomgar Technical Support can build your software, you must send them the items listed below. 1. DNS hostname (fully qualified domain name) of the appliance (e.g., support.example.com). 2. SSL root certificate or self-signed SSL certificate. This is obtained from the /appliance > Security > Certificates page. Export the certificate portion with matching Issued To and Issued By fields. 3. Screenshot of the /appliance > Status > Basics page. CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 19

20 Check for Updates to Install Bomgar Software Bomgar Appliance updates are installed from the /appliance web interface on the Updates page. Each update must be built by Bomgar and is keyed to the serial number of the appliance for which it was built. For this reason, the appliance must be registered in order to check for updates. 1. Once Bomgar has built an update for your appliance, you will receive a notification . Go to /appliance > Updates. Retrieve the update using either Updates :: Check > Check for Updates or Updates :: Manual Installation > Appliance Download Key. Note: The Check for Updates option can be used only if the appliance has outbound access over TCP port 443 to update.bomgar.com. Manual installation does not require this connection. 2. Once the check is complete, all available updates matching the serial number of your appliance will be listed in the /appliance web interface. There are two types of updates: Updates for /login licensing (always shown in the format of Bomgar-x.x.x) Updates for /appliance Base Software (always shown in the format of Base Software x.x.x) Base Software includes features and fixes for /appliance as well as the prerequisite code required before installing license updates. Therefore, new licensing updates typically require you to install the prerequisite Base Software Update first. In this case, Bomgar's update interface will make note of the correct order in which to install updates. If you are still unsure, take a screenshot of your available updates and send the screenshot to Bomgar Technical Support for assistance. If no update packages or patches are available for your Bomgar Appliance, a message stating "No updates available" is displayed. If an update is available but an error occurred when distributing the update to your appliance, an additional message is displayed, such as "An error occurred building your update. Please visit help.bomgar.com for more information." IMPORTANT! As a reminder, you must send Bomgar Technical Support the following items before Support can build your Base Software and/or software licensing updates: 1. DNS hostname (fully qualified domain name) of the appliance 2. SSL root certificate or self-signed SSL certificate 3. Screenshot of the /appliance > Status > Basics page 3. Once you have sent Bomgar Technical Support your hostname, SSL certificate, and screenshot, they will build the necessary updates and send you detailed installation instructions. 4. When installation is complete, the Bomgar Appliance is ready to be used for remote support. To validate your appliance's readiness, log into the /login interface by going to your appliance's URL followed by /login (e.g., support.example.com/login). Default Username: admin CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 20

21 Default Password: password 5. Upon initial login, you will be prompted to change your password. 6. Once the initial login is complete, you can validate your software licensing configuration on the Status > Information page, add user accounts on Users & Security > Users, and download client software from My Account. Because Bomgar Remote Support is licensed by concurrent users, you can set up as many accounts as you need, each with unique usernames and passwords. For security purposes, the administrative username and password used for the /appliance interface are distinct from those used for the /login interface and must be managed separately. Usernames and passwords for /login are valid for both the /login interface (where users and configuration are managed) and for representative consoles (where sessions are run). The options available in both of these locations are dependent upon the permissions assigned by the /login administrator to each user's account. For help getting started with the Bomgar client software, see the documentation located at Appliance Guides and Support Administrator Guides explain the various administrative options of your /appliance and /login web interfaces, and Support Rep Guides show you how to use the Bomgar client software. Open Source Software Acknowledgments For information on open source software copyrights and acknowledgments used in Bomgar hardware and software products, please see the Attributions index at CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 21