Open main menu
SUPPORT DOCUMENTATION

Enabling Remote Assistance

Platinum systemsA "Platinum system" is any system running the Platinum operating system. This includes stand-alone acquisition systems such as EAMs and NAMs, DAS units such as the DM24SxEAM and digital instruments with built-in acquisition systems such as the 3TDE, 40TDE or 5TDE. have a Remote Assistance facility which allows Güralp support staff to access the system over an Internet connection. The facility makes a single out-going connection (i.e. from you to us) on TCP port 22 or TCP port 80 (it tries both). TCP port 80 is used by browsers when surfing the web so it is rare that any changes need to be made to firewalls in order to enable the connection.

DCMs support Remote Assistance but only via the command line. For details of using the command-line interface, please contact . This document describes the web interface, available on all other Platinum systems.
If your Platinum system does not have direct access to the public Internet - it might, for example, be connected to a private network or VPN - you can still use Remote Assistance via an intermediate PC or laptop. Please see the Indirect Remote Assistance page for full details.

To enable Remote Assistance:

  1. Using a browser, visit the web interface of your Platinum system.

  2. Log in as root, using your normal password:

  3. Select Troubleshooting from the main menu:

  4. Click to open the Remote Assistance page:

  5. Enter your reference number, which will have been given to you by support staff, into the Reference box and click the blue arrow next to Connection log to expand the window and show the log messages:

  6. Click and watch while the progress of the connection is monitored and printed to the screen.

    The system tries to connect in up to eight different ways so any single connection failure is not a cause for concern.
  7. Once the system is connected, a display like the following is seen:

    Once you have verified that the Status: has changed to Connected, please advise Güralp support staff: they can now log in and help you with your problem.

Troubleshooting

If the system tries to connect repeatedly but you do not see the connected message, check the connection log for any error messages. The most common errors are:

Temporary failure in name resolution

If you see error messages like

Temporary failure in name resolution

the Domain Name Service (DNS) client is misconfigured. If you are running DHCP, this may be a problem with your DHCP server not providing a nameserver (or providing an incorrect one). However, the Remote Assistance system will also try and connect without using DNS, so this error can usualy be ignored.

Network is unreachable

If you see error messages like

Network is unreachable

the network routing is misconfigured. If you are running DHCP, this may be a problem with your DHCP server not providing a default route (or providing an incorrect one). If you are using static addressing, check and correct the Default route (gateway) field in the Network interface configuration page, as described in section 7.1.1 of the EAM manual.

No route to host

If you see error messages like

No route to host

then either the network routing is misconfigured, as described above, or a firewall is blocking outgoing access on ports 80 and 22. Consult your IT department about opening access for outgoing connections from your system.

No incoming connections are ever required. It is not neccesary or desirable to open the firewall to any incoming connections.