HIAB Remote Support

Purpose

This document describes the remote support service.

Introduction

This document outlines the remote support service provided by Outpost24, enabling support staff to access a customer's HIAB via SSH for troubleshooting purposes. To facilitate this connection, the HIAB must be configured to communicate outward to osrss.outpost24.com on TCP port 22, with deep packet inspection disabled in the firewall, and any proxy settings turned off. Remote support can be activated through either the HIAB Console or the HIAB GUI, with specific instructions provided for both methods, including retrieving and submitting an SSH key.

Requirement

To connect to Outpost24 remote support servers, the HIAB must be able to communicate outward to osrss.outpost24.com on TCP port 22, as well as have deep packet inspection disabled in the  firewall.

Any proxy need to be disable for the connection as this could interfere.

Activate Remote Support

By activating Remote Support, you allow the support team at Outpost24 to access the back-end of your HIAB. This is mainly used for troubleshooting if any issues occur during the operational use of your HIAB.

There are two ways of doing this, via the HIAB Console or through the HIAB GUI.

HIAB Console

1. To Activate the Remote Support in the HAIB Console, press c while in the Main menu.
   To Deactivate, press c again.

2. Retrieve a SSH-key by navigating to https://<HIABIP>/sbc_id_rsa.pub, where the HIABIP is the IP of the actual HIAB. By entering this URL you download a file which contains the key.

3. Copy + Paste the the given public key into a support ticket.

HIAB GUI

1. Log in to the HIAB GUI.

2. Go to Main Menu > Support.

3. Right click Enabling Remote Support allows support to connect to the machine.
   

   

   
   

4. When the remote support has been enabled, please provide us with the public key located under Main Menu -> Support.
   

   

5. Copy + Paste the the given public key into your support ticket.

_Copyright

_{© 2025 Outpost24® All rights reserved. This document may only be redistributed unedited and unaltered. This document may be cited and referenced only if clearly crediting Outpost24® and this document as the source. Any other reproduction and redistribution in print or electronically is strictly prohibited without explicit permission.}

_Trademark

_{Outpost24® and OUTSCAN™ are trademarks of Outpost24® and its affiliated companies. All other brand names, product names or trademarks belong to their respective owners.}