Configuring Remote Support Settings

When you log on to the everRun system for the first time, configure support configuration settings that enable the everRun system to send support notifications (alerts) to your authorized Stratus service representative when an event requires attention.

To configure support configuration settings

Note: When you enable or modify settings for Enable Remote Support Access or Enable Notifications, generate a test alert to confirm that your authorized Stratus service representative can receive system health messages from your system.
  1. Click Preferences in the left-hand navigation panel, to open the Preferences page.
  2. Under Remote Support, click Support Configuration.

  3. Modify the settings, as appropriate for your system:

    • Enable Remote Support Access allows your authorized Stratus service representative to remotely connect to the everRun system for troubleshooting purposes. Note that you can enable and then disable this setting, as needed.

    • Enable Notifications allows the everRun system to send health and status notifications to your authorized Stratus service representative.

      • Enable Support Notifications sends an alert for any event that requires attention.
      • Enable Periodic Reporting sends a daily summary of system information to help improve product and service quality.
  4. Click Save (or click Reset to restore the previously saved values).

  5. Configure your organization's firewall to allow support messages.

    Use the following information to configure your organization’s firewall to allow communication with your authorized Stratus service representative:

    Message Type: Call-Home and Licensing
    Protocol: TCP
    Port: 443
    Stratus support server address: *.stratus.com

    Message Type: Support Diagnostics
    Protocol: TCP
    Port: 443
    Stratus support server address: *.stratus.com

    Message Type: Dial-In
    Protocol: TCP
    Port: 443, Default proxy port: 3128 (You can change the default proxy port number.)
    Stratus support server address: *.ecacsupport.com

    Message Type: e-Alert
    Protocol: SMTP
    Port: 25

    (For additional information on TCP and UDP ports, access the Knowledge Base to search for the article TCP and UDP ports used by everRun 7.x (KB0012595). See Accessing Knowledge Base Articles.)

    To enable SNMP management systems to receive alerts and send traps to the everRun system, configure the firewall for the following:

    Message Type: SNMP
    Protocol: SNMP
    Port: 161 (Get/Walk) 162 (Traps)

  6. Generate a test alert.

    Click Generate Test Alert. The everRun software generates a test alert and Support Configuration sends a notification to your authorized Stratus service representative; e-Alerts send a sample email with the subject "Test Alert" to all email recipients of e-Alerts, if configured (see Configuring e-Alerts); and SNMP sends traps to recipients of SNMP traps, if configured (see Configuring SNMP Settings). Watch the Alerts History log (see The Alerts History Page) for delivery status. A subsequent alert will be generated if the support notification fails.

Related Topics

The everRun Availability Console

The Preferences Page

Using the everRun Availability Console