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EMC CorporationCorporate Headquarters:Hopkinton, MA 01748-91031-508-435-1000www.EMC.comEMC®Secure Remote SupportGateway for LinuxRelease 2.24Operation

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide10Tables

100EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideServer Maintenance

Troubleshooting1015Invisible Body TagThis appendix provides information about troubleshootingunexpected Gateway service events. It also explains how t

102EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideTroubleshootingTroubleshooting unexpected Gateway service eventsThis secti

Troubleshooting ESRSHTTPS listener service103TroubleshootingCause of start upproblemA start up problem might be caused by files that have beeninadvert

104EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideTroubleshootingHTTPS listener pathsThe ESRS HTTPS listener service uses th

ESRSHTTPS listener service command line options105TroubleshootingESRSHTTPS listener service command line optionsThe following command line scripts wil

106EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideTroubleshootingStarting ESRSHTTPS listener serviceTo start the ESRSHTTPS l

ESRSHTTPS configuration107TroubleshootingESRSHTTPS configurationThe following configuration file sets the parameters for theESRSHTTPS listener:../Gate

108EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideTroubleshootingrootdir — Takes rootdir parameter as a string specifying th

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide109Aaccess controldevice 36device configuration 36EMC Enterprise 36architectu

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide11PrefaceAs part of an effort to improve and enhance the performance and capa

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide110Indexcheck status 106checking start 106checking status 106checking stop 10

111EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIndexsemodule 64, 65server maintenance 93service events, unexpected 102set

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide112Index

12EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuidePrefaceNote: A note presents information that is important, but not hazard-

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide13PrefaceWhere to get help EMC support, product, and licensing information ca

14EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuidePreface

Introduction151You should become familiar with the EMC Secure Remote Support SitePlanning Guide. It is important to understand system requirementsand

16EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionArchitectureThe EMC®Secure Remote Support (ESRS) application ar

Architecture17IntroductionCustomer site componentsESRS requires the following software and hardware at the customersite:Gateway Client(s) — This ESRS

18EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionEach Gateway Client acts as a proxy, carrying information to an

Architecture19Introduction(disregarding the proxy path). If the Gateway Client successfully makes adirect connection, no error message will appear to

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide2Copyright © 2005-2013 EMC Corporation. All rights reserved.Published Septemb

20EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionCommunication to EMCAll outbound communication between the cust

Architecture21Introductionthe Gateway Client and provides the EMC enterprise with statusinformation on the connectivity health of the EMC storage devi

22EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionuploads the file to the Gateway Client where it is received by

Architecture23IntroductionThis secure session allows IP traffic from the EMC internal serviceperson to be routed through the Gateway Client to the end

24EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionEMC Connectrix®Ye s Ye sCustomerManagementStationDevice does no

Responsibilities for the ESRS components25IntroductionResponsibilities for the ESRS componentsThe following sections describe the installation, config

26EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroduction◆ Installing the ESRS software:• Gateway Client server software

Configuration27IntroductionThere are no technical restrictions on the network location of theGateway Client server, other than its connectivity to you

28EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionGateway Client servers, in a High Availability configuration, a

Configuration29IntroductionThe High Availability Gateway Cluster will take on the devicesmanaged by the first Gateway Client enrolled into the cluster

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide3PrefaceChapter 1 IntroductionArchitecture ...

30EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionConfiguration CLICommandsThe Configuration CLI Commands are aut

Configuration31IntroductionConfiguration items Table 3, “Configuration items,” describes the available configurationCLI commands.Monitoring and event

32EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionAvailability Gateway Cluster has been implemented, anotherGatew

Configuration33Introductionenterprise for approval by an authorized EMC Global Servicesprofessional.Note: If you will be submitting device management,

34EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionGateway Client for device registration, automating a large port

Configuration35Introductionsystems and data sources, Digital Certificate Management aids inprogrammatically generating and authenticating each certifi

36EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideIntroductionDevice accesscontrolESRS achieves remote application access to

Gateway Client Server Preparation372Invisible Body TagThis chapter provides information you will need to prepare theGateway Client server for installi

38EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationOverviewBefore you install ESRS, you must

Configure Operating System (Red Hat Enterprise Linux 6.2 (32-bit)39Gateway Client Server PreparationConfigure Operating System (Red Hat Enterprise Lin

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide4ContentsInstall postfix...

40EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationFigure 5 Firewall Configuration3. Select F

Configure Operating System (Red Hat Enterprise Linux 6.2 (32-bit)41Gateway Client Server PreparationFigure 6 Disable Firewall4. If the Firewall is ena

42EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationFigure 7 Network Configuration5. Select Ne

Configure Operating System (Red Hat Enterprise Linux 6.2 (32-bit)43Gateway Client Server PreparationFigure 9 Select A Device7. Select the device, and

44EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation8. To accept Network configuration changes

Configure Operating System (Red Hat Enterprise Linux 6.2 (32-bit)45Gateway Client Server Preparation10. To accept DNS configuration changes, select OK

46EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationFigure 14 Quit Red Hat Setup Utility13. Se

Activate the Ethernet Por t47Gateway Client Server PreparationActivate the Ethernet PortYou need to bring the Ethernet port up and active, as follows:

48EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationCreate Users and Set PasswordsYou need to

Install vsftpd for FTP and Email49Gateway Client Server PreparationInstall vsftpd for FTP and EmailNote: The process below requires that the RHEL serv

5EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideContentsChecking status and starting Gateway services ...

50EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationImporting GPG key 0xFD431D51:Userid : Red

Install vsftpd for FTP and Email51Gateway Client Server PreparationInstall postfix1. To install postfix, run:[root@localhost ~]# yum install postfixLo

52EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationCreate directories and install CECT and Pr

Create directories and install CECT and Provisioning Tool (PvT)53Gateway Client Server Preparation5. Copy the esrs-pvt-2.24.00.06.tar.gz to the PvT di

54EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationExample:Install gateway agent: provision_a

Create directories and install CECT and Provisioning Tool (PvT)55Gateway Client Server Preparationcache size : 2048 KBFinished downloading...Software

56EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationCluster Info: StandaloneFigure 28 Viewing

Create directories and install CECT and Provisioning Tool (PvT)57Gateway Client Server PreparationSSL: Enabled, strength 168Certificate: Enabled, supp

58EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationPost ESRS Client install and configure per

Post ESRS Client install and configure permissions and firewall for vsftpd and Postfix59Gateway Client Server Preparation3. To install audit2allow, ru

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide6Contents

60EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation--> Processing Dependency: libsefs.so.4

Post ESRS Client install and configure permissions and firewall for vsftpd and Postfix61Gateway Client Server Preparation--> Processing Dependency:

62EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation==========================================

Post ESRS Client install and configure permissions and firewall for vsftpd and Postfix63Gateway Client Server PreparationInstalling:setools-libs-3.3.7

64EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation4. To stage the change to Postfix, run:[ro

Post ESRS Client install and configure permissions and firewall for vsftpd and Postfix65Gateway Client Server Preparation7. To install the semodule, r

66EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationVer ify status of Gateway and services1. T

Verify status of Gateway and services67Gateway Client Server Preparation--add adds the agent policy managerconfiguration--remove removes the policy ma

68EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationProxy ServerEnabled: false[root@localhost

To configure the Gateway to use a Proxy server, edit the configuration, or remove the Proxy Server69Gateway Client Server PreparationTo configure the

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide7Title Page1 ESRS architecture ...

70EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation3. To verify status of proxy server config

Manage Devices71Gateway Client Server PreparationManage Devices1. To view the syntax for the manage_device command, run:[root@localhost Gateway]# ./ma

72EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server PreparationTable 5 on page 72 lists the valid product

Manage Devices73Gateway Client Server PreparationFor example:./manage_device --add-device --model VNX-GW --host10.241.216.233 --serialnumber FNM001046

74EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation./manage_device --add-device --model DCA-G

Manage Devices75Gateway Client Server PreparationAPM00084902090-A EDL-Engine-GW online10.241.216.99FCNHH050500031-P Celerra-GW online10.241.168.84APM0

76EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideGateway Client Server Preparation

Configuration CLI Commands773The Configuration CLI Commands are used to view Gateway Clientstatus, manage devices for a Gateway Client, and perform ot

78EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI CommandsConfiguration CLI Commands overviewThe ESRS Confi

Installing the Configuration CLI Commands79Configuration CLI CommandsInstalling the Configuration CLI CommandsInstalling theConfiguration CLICommandsW

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide8Figures31 Running gateway_status command with all arguments ...

80EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI CommandsESRS-IP Client Connectivity to EMC EnterpriseClie

Using the Configuration CLI Commands81Configuration CLI CommandsCertificate — Indicates whether a digital certificate is enabled.Average HB Response T

82EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI Commandsmodify-device — Change the IP address of a manage

Using the Configuration CLI Commands83Configuration CLI CommandsManaging devicesTo manage or view devices, run the manage_device --list commandas foll

84EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI CommandsAdding a manageddeviceTo add a managed device, ru

Using the Configuration CLI Commands85Configuration CLI CommandsNote: Please allow sufficient time for the approval and synchronizationprocess to occu

86EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI Commands3. Once the request has been approved via the EMC

Using the Configuration CLI Commands87Configuration CLI CommandsEnabling proxy servercommunicationTo enable communication through a proxy server:1. To

88EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI CommandsThe following procedure explains how use the Conf

Using the Configuration CLI Commands89Configuration CLI CommandsNote: The highest strength cipher that Policy Manager currentlysupports is the 3DES 16

EMC Secure Remote Support Gateway for Linux Release 2.24 Operations Guide9Title Page1 Specifications for ESRS Gateway Client server...

90EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI CommandsNote: Disabling communication with the Policy Man

Using the Configuration CLI Commands91Configuration CLI CommandsDisplaying activeremote sessionsTo display all active remote sessions to a managed dev

92EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideConfiguration CLI CommandsDisplaying the logfilesTo display the xGate log t

Server Maintenance934Invisible Body TagThis section includes a variety of server maintenance procedures,including backup procedures.EMC strongly recom

94EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideServer MaintenancePower sequencesEMC's customers routinely perform mai

Time Zone settings95Server MaintenanceTime Zone settingsThe server Time Zone must be set to the correct time zone for thelocation of Gateway Client an

96EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideServer MaintenanceService preparation for Gateway ClientThis section descri

Service preparation for Gateway Client97Server MaintenanceCAUTION!If the server disk becomes full, the Gateway Client will fail tofunction properly fo

98EMC Secure Remote Support Gateway for Linux Release 2.24 Operations GuideServer MaintenanceBackup guidelines and proceduresYou must prepare backup p

Restoration procedures99Server MaintenanceRestoration proceduresRestoration procedures will differ depending on the method ofbackup you are using.Serv