Remote SSH Support

How it works

We do remote SSH support using a combination of 'reverse tunneling' and Tmux. Meaning that you have to login to our dedicated server, which we will then use to connect to your hypervisor. As soon as you disconnect the connection to our server, our connection to yours will be disconnected. Using tmux, we also log everything you see happening on your screen. We can use the passwords you provided when the SLA started, you can provide us with new passwords using the Tuxis Portal, or you can deploy our SSH keys on your hypervisor.

This solution ensures that:

• You can see what we are doing
• You decide when you want to disconnect us. Whenever you disconnect, we disconnect
• Everything we do is logged and can be handed over after the support-ticket has been completed
• Everything works with standard and open tools, SSH and TMUX
• Support can be done without webcams and/or audio, so engineers do not need to seek peace & quiet to do support

You can provide us with access as long as you have access to your hypervisor. You can either connect to from your hypervisor directly, or from a workstation that has SSH access to your hypervisor. In case of a workstation, follow the instructions below:

Windows users:

1. Download MobaXterm from https://mobaxterm.mobatek.net/download.html . The Portable Home Edition will do.
2. Start MobaXterm, after extraction
3. Click 'Start local terminal'

Mac users:

1. Open your 'Application' folder
2. Scroll to the 'Utilities' folders and open it
3. Scroll to 'Terminal' and double click that

From your hypervisor:

1. Log into your hypervisor, using SSH. Do NOT use the webinterface to open a terminal console.

In all three cases above, you are now in a Unix terminal. Type the following command, and replace FWD_PORT and USERNAME with the information from the email you received from us. For HOSTNAME, use the hostname or IP address that you normally use to connect to your hypervisor. If you are already logged on to your hypervisor, you can use 'localhost'.

ssh -R FWD_PORT:HOSTNAME:22 USERNAME@remotesupport.tuxis.nl

e.g.

ssh -R 22000:hypervisor-1.mycluster.net:22 TxcTfK9PWq9hRbM3Qfb2a3@remotesupport.tuxis.nl