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How to open a Remote (ssh) Support Tunnel for the NetFort Support Team

20 February 2019 Forum By: Darragh Delaney

We always advise our customers to open a Secure SSH tunnel for NetFort Support. This way, if you need any assistance at any time we can jump straight onto your system and troubleshoot.

How do I open a Tunnel?

  1. Contact us at support@netfort.com to request a dedicated Support Tunnel ID.
  2. Navigate to Settings > Configuration > Remote support.
  3. Enter your assigned Support Tunnel ID and make sure to tick the box so that the connection is Persistent.
  4. Click Connect. You should then receive a pop-up stating: ‘Connection Established’.
Image showing how to connect to NetFort's Support Site

If you find that the address the connection is trying to establish is unknown and access to NetFort’s Remote Support Tunnel is actually located in the DMZ, a Firewall Rule will be required to allow outbound connections to our Remote Support Server.

The solution is to open an outbound TCP connection on Port 22 to 54.224.230.135. 54.224.230.135 which is the Address of NetFort’s Office.

LANGuardian needs direct ssh access to the Internet in order for successful connection. Make sure your firewall is configured to allow SSH connections from LANGuardian.

If you have any problems please do not hesitate to contact us at Support.