Checklist. Version 2.0 October 2015

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1 Version 2.0 October 2015 Checklist

2 Table of Contents Setup Issues 3 Virtual Services Platform 3 Device LinkUp 5 Desktop LP 6 VPN LP 6 Usage 7 Virtual Services Platform 7 VPN LP 7 Migration 8 AppDirect 8

3 Setup Issues Virtual Services Platform Folder Proxy Have you typed in the name of the folder you are trying to reverse proxy correctly? Under Folder Mapping, within the Folders text field have you started the name of the folder with a forward slash? / Did you press the Add button before pressing Save? Are you trying to access the folder being reversed proxied via the hostname of the platform? Host Proxy Have you entered a resolvable hostname for the internal Setup Address? If you have entered a hostname and are unable to access it, have you tried entering the IP address of the internal server instead in to the Internal Set up Address? Is the entry that you typed in to the External Setup Address publicly resolvable? E.g. If you are unsure, please go to and type in the hostname into the hostname or IP text field then press the Resolve button. If it is not resolvable it will inform you that there is No such host Have you entered the IP address correctly? Have you entered the correct port number? Proxy Limit Error (Related to Folder Proxy & Host Proxy) Error: Proxy limit reached. Please increase your Proxy LP subscription or delete an unwanted proxy entry and try again. You need to purchase more licences as you have reached your licence limit. This can be purchased in the Telstra app direct portal. Certificate (Related t0 Folder Proxy & Host Proxy) Have you turned on SSL when the Internal Server does not support SSL? Is the SSL certificate for the domain valid (Not the SSL certificate of the Telstra Cloud Platform)? 3

4 Have you uploaded a new certificate into the VSP? Have you activated the certificate you uploaded into the VSP? Is the certificate you are using valid for the hostname to which you are browsing to? If you are viewing an untrusted site notification you can find out which hostname the certificate is valid for Under Technical Details. Has the certificate expired? Is the certificate self-signed? Proxy Has the MX records been updated in your DNS server to point to the VSP? Can you resolve the hostname for the platform? Username for collection should be the users address (e.g. john.smith@customer.com.au) Unqualified username (e.g. john.smith) can only be matched Proxy Testing Are you using the domain to access the host proxy? Are you trying to access the VSP via https? Only secure SSL connections from the web browser are supported. Is the VPN connection still up? Certificate Management Error: PFX file pre-validation failure Have you entered a password for your PFX file? Have you entered the correct password for your password PFX file? Have you uploaded a.pfx file extension or a.p12 extension? DNS Resolution Has the DNS server been configured correctly to point to the platform? Does the DNS server have an A record for the domain which points to the IP address of the Telstra cloud platform? Does the DNS server have a CNAME record for the domain which points to the hostname in the *.iwebgate.com domain for the Telstra cloud platform? 4

5 If you are maintaining your own hosts file and have an IP address mapping for to your domain, does it point to the IP address of the Telstra cloud platform? Client Network Issues Listed below are potential network and PC issues that may prevent the VSP from working: Browser issues Check that other sites do not have similar issues Antivirus software preventing Web or Temporarily disable Antivirus to see if issue is resolved Firewall on Computer Check their firewall rules on the PC Firewall on Corporate Network Egress Check their firewall rules on their Network Local DNS Resolution Failures ISP Outage Check that they are able to access the internet Device LinkUp Android Download Did you download the correct Device LinkUp (APK)? ios Download Did you download the correct Device LinkUp (ipa)? Login Did you add a user through the VSP? Did you use the correct protocol (http/https)? TOTP Login Did you download Google Authethicatior? Did you link your mobile device through Google Authenticator? Did you tap Send Secret Key in Device LinkUp? Did you resend the key without rescanning the QR code? OTP Login Is the correct address listed in the VSP? Did you receive the 4-digit code via or SMS? 5

6 Desktop LP Remote Desktop Did you add the remote connection into the VSP? Did you enter the correct login credentials? Network Name: Name of the Remote Connection in Desktop LP Host Name: FQDN of the VSP Username: Granted access to the remote connection from the Access tab in Desktop LP Username s password: Created in User Manager in VSP VPN LP Platforms Have you entered the platform address correctly? It should be the FQDN of the platform e.g cloud.iwebgate.com. Can your machine resolve the FQDN of the platform correctly? Open up a command prompt and ping the platform FQDN. Is the username correct? It should be the node name that was set up in Network Linkup or VPN LP on the platform. Is the password correct? It should be the password associated with the node name that was set up in Network Linkup or VPN LP. Note: To edit any of the platform details, click the padlock icon next to your configured platform. The padlock icon should then change to an open padlock. Then, edit your platform details before clicking the padlock icon again. This should then change back to a closed padlock. 6

7 VPNs Have you connected to the platform before trying to connect to the VPN? Has a VPN or Network Linkup been configured on the platform? Are you using the correct node name and password in the platform configuration? Nodes Have you connected to the platform and then the VPN before trying to view the connected nodes? Usage Virtual Services Platform Login Check that you are not logging in with AppDirect credentials. The two systems are not linked. VPN LP Connectivity Can you ping the other nodes in the network? If you cannot ping the other nodes, check if they are blocking ICMP packets. If they are blocking ICMP packets, then reconfigure their firewalls to allow all ICMP packets, or at least ICMP echo request and ICMP echo reply packets from and to your VPN network. If you set up a Network Linkup, you should at least be able to ping the node on the platform. This node will not block ICMP packets from other nodes on the VPN network. If you set up a VPN LP instead of a Network Linkup, then the platform will not be connected to the VPN and hence you will not be able to ping the platform. Note: to see what other nodes are on the network, click nodes in VPN manager and then click on each listed node in turn. The IP address of the node is listed on the right. 7

8 Migration AppDirect Switching Editions In order to switch editions, you will need to cancel previous subscription then subscribe to a new edition. Before that occurs, you need to: Take note of reverse proxy settings Take note of proxy settings Record users that need to be shifted across Take note of VPN settings Take note of Desktop connect settings Contact iwebgate support to download the SSL certificate for you if required The above information and files will need to be then transferred to the new subscription. 8

9 Version 2.0 October 2015

Device LinkUP + VIN. Service + Desktop LP Guide RDP

Device LinkUP + VIN. Service + Desktop LP Guide RDP Device LinkUP + VIN Service + Desktop LP Guide RDP Version 3.0 May 2016 Copyright 2016 iwebgate. All Rights Reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in