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.
To enable Remote Assistance:
-
Using a browser, visit the web interface of your Platinum system.
-
Log in as root, using your normal password:
-
Select from the main menu:
-
Click
to open the Remote Assistance page:
-
You should see a screen like the example below. If, instead, you see a screen asking you to change the root password, click here.
-
If you see the password screen:
This is to remind you that you have not changed the root password since your unit was first installed. The default password is widely publicised so this is a security risk and it is necessary to change the password before proceeding.
Enter the current root password in the first field then choose a new password for the root user. Güralp recommend using a site like random.org to generate a suitable password. Enter your chosen password into the second and third fields and then click
to proceed. -
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:
-
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. -
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
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
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 configuration page, as described in section 7.1.1 of the EAM manual.
No route to host
If you see error messages like
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.