Preparing for a Vectra Support remote session

From time to time Vectra Support may need to engage in a remote support session to assist customers in resolving issues.

During these sessions, the Support Engineer may need access to Cognito appliances and related devices to diagnose and investigate any reported problems.

Remote session requirements

Vectra prefers using Zoom for remote sessions due to enhanced keyboard mapping and shared clipboard performance.  Vectra Support Engineers also have access to Webex if required and can join remote meetings using other web-based remote session technologies, e.g. GotoMeeting.

Where possible customers should verify that they are able to join the remote session in advance of an arranged session to permit any last-minute adjustments, e.g. firewall rule changes or switching to an alternate remote meeting technology.

Management access to Cognito appliances

Vectra Support is likely to need to access on-premises appliances using both SSH (brain, sensor, and Stream appliances) and HTTPS (brain appliances).  This operation requires that firewall rules permit this access and that an SSH client is available which supports keyboard-interactive authentication methods to an OpenSSH server, for example, PuTTY. On some occasions, Vectra support needs to copy files from the customer box into a Vectra appliance over ssh/sftp. We normally recommend the use of WinSCP. 

Where possible the customer should ensure that the web browser and SSH client are updated to the most recent version.  Vectra Support is aware that some older web browsers and some older SSH clients, including older versions of PuTTY, have compatibility issues with a modern version of OpenSSL and OpenSSH libraries.

Management access to related devices

When investigating certain issues Vectra Support may require access to the administration interfaces of related services.  Examples include:

  • The vCenter console when investigating vCenter integration issues or issues with virtual sensors or Stream devices.
  • Third-party products (e.g. Crowdstrike, Active Directory) when investigating integration issues with these products.

If possible the internal support channel (e.g. the Active Directory administrator) should also be available when investigating integration issues.  Direct access to these expert resources can often accelerate the diagnosis and resolution of integration issues with these products.

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