This article applies to our On-Premise Appliance Filter and Firewall product only, not to Cloud.
You can allow the Smoothwall support team to access your On-Premise Appliance to quickly identify and troubleshoot your issue using one of two methods:
- Secure Shell (SSH): Remote secure access to your Smoothwall On-Premise Appliance using the root password.
- Remote Support SSH: Secure communication via the Smoothwall ‘Support Tunnel’ using key-based authentication. With this option, you don’t need to give out a password.
Having both options means Smoothwall Support has more methods to help, or you can choose one in line with your organisation’s processes and preferences.
SSH
If you don’t use Smoothwall as your Firewall, you must create a rule to open an incoming connection from Smoothwall’s Public IP Addresses on your upstream Firewall and forward the traffic to the Smoothwall for:
- Ports: 222 and 441
- Source IP range: 91.203.72.16/28
To switch SSH on or off:
- Go to System > Administration > Admin options.
- Select the SSH checkbox.
- Select Save.
Provide Smoothwall Support with your root password to allow them to connect via SSH. During installation, the Smoothwall Delivery team will have set a default root password, which your organisation likely will have changed.
Once the session with Smoothwall Support is over, you can return to the page, deselect the checkbox and select Save.
Remote Support SSH
If using the Remote Support SSH option, you may need to set up a rule in your external Firewall to allow outbound traffic for:
- Ports: 222 and 443
- Destination addresses: 51.140.31.192 (tunnel.smoothwall.com) and 51.132.244.178
To switch Remote Support SSH on or off:
- Go to System > Administration > Admin options.
- Select the Remote Support SSH checkbox.
- Select Save.
Once the session with Smoothwall Support is over, you can return to the page, deselect the checkbox and select Save.