Allowing remote support connections

If necessary, OneSpan support personnel can access your OneSpan Authentication Server Appliance remotely to solve problems. Remote support requires a connection between the OneSpan Customer Portal and your OneSpan Authentication Server Appliance.

Before you begin

A support certificate must be installed before a connection can be established to the OneSpan Customer Portal (see Activating support certificates).

When the OneSpan Authentication Server Appliance Rescue Tool is running on the console, support is always enabled.

Allowing remote support connections

To allow remote support connections

1. Launch the OneSpan Authentication Server Appliance Configuration Tool and enter your credentials.
2. Select System > Support.

3. Select Enable Support.

   This enables OneSpan support to connect to the appliance to perform maintenance operations as requested.

4. Select a support certificate from the Support Certificate list.

   The Support Certificate list contains all support certificates you have previously imported using the Certificate Management tab. For more information, refer to the OneSpan Authentication Server Appliance Administrator Guide.

   

   Figure: Selecting support certificate

5. Select Enable Remote Support.
6. Click Save.

Additional considerations

Remote support can be enabled without installing a support certificate by providing OneSpan support VPN access to your network. This allows direct access to the OneSpan Authentication Server Appliance Configuration Tool.