So, as a support/systems engineer how do you support in your company?

Support includes two types

1) Local 

2) Remote

Local Support means, you will do you troubleshooting tasks from your desk in the local are network. Local support doesn’t need any remote administration tools.

Remote Support means, you need to connect to the systems(Desktops/Servers/Switches/Routers) remotely using remote administration tools, to complete your tasks. You will be sitting at your desk and you will connect to the systems using the public ip address assigned to it.

What are the requirements for remote administration?

1) IP Address (Public/Private)



At least we need one public ip to connect to a remote system, from that system we can access the remaining systems using private ip’s, so here the main systems is having two nic cards in it, one card is configured with public ip and the other one configured with private ip.  Public ip will be visible on the internet so we can connect to the system directly using the remote administration tools described below. From there using the private ip’s we will do our tasks on remaining systems. Being hidden to internet provides security. Private ip is hidden on the internet, so the remaining systems will be invisible. 



2) Remote Administration Tools (mstsc,ilo, drac, ilom, putty, securecrt etc)




mstsc : Microsoft Terminal Services Client (Remote Desktop Connection Client)

image image

ilo : Integrated Lights Out (HP Servers Only) – used for console access. We can manage the server before booting,POST,BIOS, Everything. But to access in this way, the server must have an additional hardware installed in it.  The hardware is called as ILO card. We can access the system console using our regular web browsers. The card is configured with IP address same as NIC card, and connected to some switch.

ILO Card:


ILO Console.




In the same way for DELL and IBM also there are special type of cards needs to be installed on the servers. In dell the card is called as DRAC (Dell Remote Administration Card) and in IBM the card is called as RSA (Remote Supervisor Adapter). These cards also provide console access from POST stage itself. So we can manage servers remotely using these types of tools. Apart from these we have some command line tools for unix machines.

Putty/SecureCRT : Remote Command Line (Telnet, SSH, Rlogin etc), we can execute all commands remotely on the servers using these tools for administration tasks.

image 

So finally, if we divide these tools depending on connection level we will get two types.

a) Tools which are connected only after the OS boots up completely.

     Ex: mstsc, putty, securecrt

b) Tools which are connected prior to the OS boot.

     Ex: ILO, DRAC, ILOM and RSA

What if any one of these connectivity gets issue? How to fix it?


1) If you are in the server through mstsc connection, then you can configure ILO/DRAC/ILOM/RSA card from there. (This applies for Windows only). If you are unable to connect even mstsc also, call the engineer who is in the remote location and ask him to configure it.

2) And if you are connecting through Putty/SecureCRT, you are unable to configure ILO and others. And one more thing, if you are even unable to connect Putty/SecureCRT also, you need to engage the engineer who is sitting at the remote location(usually datacenter engineer) to configure them(At least one type of remote access).

3) What if you are the datacenter engineer? or what if you are working at a location where the server is in front of you? or What if you are providing local support ? How to fix it?



  • For Troubleshooting HP Servers Clickhere


  • For Troubleshooting DELL Servers Clickhere


  • For Troubleshooting SUN Servers Click here


  • For Troubleshooting IBM Servers Clickhere


  • For Troubleshooting Windows Servers Clickhere


  • For Troubleshooting Linux/Solaris Servers Clickhere


  • For Troubleshooting VMWare ESX Server Clickhere


We will do remote administration and all tasks using these tools only,once we get connected to the system, its very easily to manage. if any doubts in this please mail me at given address.

Thanks for your support. 

 

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