Is your system configured correctly for proactive support?

Proactive support is one of our great cloud services. However, people often don’t realize that connecting to dataminer.services isn’t enough to be able to benefit from this service. You also need to make sure that the requirements for remote log collection are met.

For DataMiner Systems connected to dataminer.services, one of the great advantages we offer is proactive support. This gives us daily updates of your system status, so we can monitor the health of your DataMiner System and resolve possible issues even before you’ve noticed them. And if you do run into issues, we can resolve them more efficiently with direct access to logging and other information about what goes wrong in your system.

But here’s something many people overlook: it’s not enough to just connect your DataMiner System to dataminer.services. You also need to make sure that port 5100 is open for traffic on the internal network, and the necessary DxMs are installed in the DataMiner System. All DataMiner Agents in the system must have Orchestrator 1.4.0 or higher and SupportAssistant 1.5.3 or higher, and DataMiner Agents with internet access (or proxy or DMZ server) must use CloudGateway 2.12.3 or higher:

• If your DataMiner System is not connected to dataminer.services yet, the easiest way to deploy these is to upgrade all DataMiner Agents to DataMiner 10.3.12 or 10.4.0 and install the Cloud Pack 3.1.5 or higher on the DataMiner Agents with internet access.
• If your DataMiner System is already connected to dataminer.services, and you don't want to upgrade to DataMiner 10.3.12 or 10.4.0 yet, in most cases you can deploy these DxM versions via the Admin app. One exception to this are systems containing DMAs with internet access that have multiple NICs, as these do require DataMiner 10.3.12 or 10.4.0 on all DMAs as well as the Cloud Pack 3.1.5 or higher on DataMiner Agents with internet access.

So, if you have a DataMiner System for which you’d like to enjoy all the benefits of proactive support, make sure it is connected to dataminer.services and that these requirements are met. In case you have any questions, or if you would like us to review your installation to make sure everything is set up correctly to benefit from this service, you are welcome to get in touch with us!