Support

What is the Support page?

The Support page provides access to tools and options for diagnosing and troubleshooting issues with the B Series Appliance, including system logs and diagnostic information.

How is it useful to my organization?

This page helps IT teams quickly identify and resolve issues, ensuring the appliance functions optimally and minimizing downtime.

How do I access the Support page?

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the main menu, click Remote Access > Appliance.
   The Appliance page opens in a new tab, and the Status page displays by default.
3. At the top, click Support.
   The Support page displays.

The Support page

1. DNS: Perform network connectivity test for DNS.
2. Ping" Use tool to test network connectivity.
3. Traceroute: Use tool to view path and packets.
4. TCP Connection Test: Use to check connectivity to a specific port.
5. SSL/TLS Connection Test: Use to check connectivity to remote servers.

How to debug network issues

The Utilities section can be used for debugging network problems. If you are unable to establish a connection, these utilities may help to determine the reason:

• Test your B Series Appliance’s DNS resolution by performing a lookup of a hostname, or a reverse lookup of an IP address.
• Ping a hostname or IP address to test your B Series Appliance’s network connectivity.
• Use the Traceroute to view the path that packets take on their journey from the B Series Appliance to any external system.
• Use the TCP Connection Test to check connectivity of a specific port on a target IP address or hostname.
• Use the SSL/TLS Connection Test to check connectivity to HTTPS or other TLS remote servers.