Bomgar B200 Installation Manual

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Remote Support

Appliance Installation

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REMOTE SUPPORT APPLIANCE INSTALLATION

Table of Contents

Appliance Setup Task List

Bomgar Hardware Prerequisites

Bomgar Appliance Installation

Install the Bomgar B200 Appliance in Your Server Rack

Install the Bomgar B300 or B400 Appliance in Your Server Rack

Power On the Bomgar Appliance

Initial Network Configuration During Appliance Setup

SSL Certificate Requirement

Send Information to Bomgar Technical Support

Check for Updates to Install Bomgar Software

Open Source Software Acknowledgments

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Appliance Setup Task List

This task list is a quick reference for the steps necessary to get your Bomgar Appliance set up. Full details can be found further on in
this guide. Use this list as a checklist of the essential steps.

1. Configure a DNS A-record for the fully qualified domain name (FQDN) of your new site (e.g., support.example.com).

If your appliance will be located in your DMZ or internal network, then an internal A-record pointing to the internal IP
address of the appliance is needed.

If you wish to support external customers, then a Public DNS A-record also needs to be registered for the external IP
address of the appliance.

For Bomgar network deployment scenarios, see

The Bomgar Appliance in the Network

www.bomgar.com/docs/deployment/dmz

IMPORTANT

Note:

"Bomgar" cannot be used in the FQDN for your site.

2. Install the Bomgar Appliance according to

"Bomgar Appliance Installation" on page 6

3. Obtain an SSL certificate that matches your FQDN DNS (e.g., support.example.com).

a. For full details, see the

SSL Certificate Guide

www.bomgar.com/docs/deployment/sslcertificates

b. Import the certificate chain to your appliance and assign it to the IP address of the appliance.

c. Export the root portion of the certificate chain (with matching

Issued To

and

Issued By

values) without private key

information, and save the root certificate for the next step.

4. Email the following three items to Bomgar Technical Support:

The FQDN DNS hostname of the appliance from Step 1.

The root SSL certificate segment exported in Step 3c.

A screenshot of the

/appliance > Status > Basics

page.

5. Install the new software license package which Bomgar Technical Support will send after you complete Steps 1-4.

a. You will be notified by email when you should install the software license package using the

Check for Updates

utility.

b. Once installed, navigate to the /login administrative interface (e.g., https://support.example.com/login).

c. Use the default admin credentials

admin

and

password

to log in for the first time.

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Bomgar Hardware Prerequisites

This guide walks you through the initial setup and configuration of your Bomgar Appliance. Should you need any assistance,
please contact Bomgar Technical Support at

help.bomgar.com

Prerequisites

Before starting, it is important to know that until the Bomgar Appliance's prerequisites have been met, you will neither be able to
reach your appliance directly by its IP address or hostname nor be able to check for updates or use it to provide remote support.
The Bomgar Appliance requires the following at a minimum:

One or two available power outlets, depending on your appliance (one for the B200, two for the B300 or B400)

A high-speed network connection

A network router or switch

A unique, static IP address for the Bomgar Appliance

A private DNS A-record resolving to the static IP of your appliance. A public A-record and public IP will also be required if
external clients will need access to the appliance.

An SSL web server certificate + intermediate SSL certificate(s), and SSL root. OR, 1 Self-Signed certificate. (See the

SSL

Certificates and Bomgar Guide

The Bomgar software licensing package

While these meet the minimum requirements, more advanced configurations may require additional items. For example:

Bomgar click-to-chat and mobile clients require an SSL root and intermediate SSL certificate(s).

Access from external public networks require a public DNS A-record.

Access from multiple DNS A-records require either multiple web server certificates and/or SAN or wildcard certificate(s).

Isolating client traffic from multiple networks requires multiple static IP addresses.

Automatic updating and advanced Bomgar technical support require outbound access to the public internet from the
Bomgar Appliance over TCP port 443.

IMPORTANT!

No client software (e.g., representative consoles, customer clients, Jump Clients, Jumpoints, Bomgar Buttons, etc.) can be
downloaded, installed, or used until Bomgar Technical Support builds a software licensing package for your appliance and you
install it per the instructions provided by Support. Because this license package is encoded with the DNS A-record of the
appliance as well as its SSL certificate, these must be in place before the license package can be completed.

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Getting Started

Several steps should be taken before the Bomgar hardware is delivered and installed:

1. Allocate the necessary rack space for the appliance. Ensure the space has the necessary power and network access.

2. Reserve a static IP address for the appliance on the network. Refer to the following guides in order to reserve the correct IP

address(es):

Bomgar Appliance in the Network

www.bomgar.com/docs/remote-support/getting-started/deployment/dmz

3. Configure a DNS A-record for the fully qualified domain name (FQDN) of your new site (e.g., support.example.com).

Note:

A private DNS A-record resolving to the static IP address of the appliance will always be necessary. A public A-

record and public IP will also be required if clients on public, external networks will need access to the appliance.

Although your appliance can function anywhere in your network
as long as the appropriate users and machines can reach it, you
will need to decide where in your network you plan to install the
appliance prior to this step. If you are going to access systems
outside of your network, Bomgar recommends placing your
appliance in a DMZ or outside of your internal firewall. See the
table below for more details. For assistance with your firewall
configuration, please contact the manufacturer of your firewall
software.

Note:

If you must move the appliance to another location to

connect it to the internet, you will need to power down before you
unplug it from its power source. If you can log into the /appliance
administrative interface, go to the

Status > Basics

page and click

Shut Down This Appliance

. Manual shut down is possible if you

press and release the power button one time. Wait 60 seconds for
the appliance to power down before unplugging the Bomgar
Appliance from the power source. When you reconnect the
appliance at the new location, you will need to power up again.

Network Location

Advantages/Disadvantages

Outside your firewall

Does not require that ports 80 and 443 be open inbound for TCP traffic on your firewall. Simplifies
the setup process significantly because both the representative and customer clients are built to
resolve to a specific DNS; if your registered DNS resolves to a public IP address directly assigned
to your appliance, no additional setup is required by you to initiate a session.

DMZ

May require additional setup depending on your router or routers.

Inside your firewall

Requires port forwarding on your firewall and possibly additional setup of your NAT routing and
internal DNS.

Network Location Considerations for Bomgar Appliances

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Bomgar Appliance Installation

Depending on the appliance type, your installation instructions may vary. Review the section that pertains to your appliance type.

Install the Bomgar B200 Appliance in Your Server Rack

Install the Bomgar B300 or B400 Appliance in Your Server Rack

Install the Bomgar B200 Appliance in Your Server Rack

1. Identifying the Rail Kit Contents

Locate the components for installing the rail kit assembly:

Two Dell ReadyRails static rails

Two chassis rail members

Two Velcro straps

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2. Installing and Removing Tool-less Static Rails ( Four-Post)

Position the left and right rail end pieces labeled FRONT
facing inward and orient each end piece to seat in the
round or square holes on the front side of the vertical rack
flanges.

Align each end piece to seat the pegs in the bottom hole and
the top hole of the first U.

Engage the back end of the rail until it fully seats on the vertical
rack flange. Repeat these steps to position and seat the front
end piece on the vertical flange.

To remove the rails, pull on the latch release button on the end
piece midpoint and unseat each rail.

3. Configuring Flush-Mount Static Rails (Two- or Four-Post)

Note:

The rails as they are shipped must be converted to

tooled rails to install in a flush-mounted rack.

Lay both rails flat with both end pieces facing up. Remove the
two screws on the front end pieces and rotate each piece 180
degrees.

Reattach both end pieces with the two pairs of screws.

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4. Installing Flush-Mount or Center-Mount Static Rails (Two-Post)

Attach right and left mounting rails to the front mounting flanges
with two pairs of screws.

Slide each flush-mount adjustable bracket forward against the
two-post rack. Secure each side to the mounting flange with two
pairs of screws.

For a center-mount installation, push the adjustable rear
mounting brackets toward the back of the right and left
mounting rails. Attach the fixed center mount brackets to the
front mounting flanges with two pairs of screws. Slide both the
adjustable rear-mounting brackets forward against the two-post
rack. Secure each side to the mounting flange with two screws.

5. Configuring Four-Post Threaded Static Rails

To configure the rear end pieces of your rails for a tooled
installation, perform the following steps:

Press the rail release button on each rail to disengage the rear
segments.

With the end pieces positioned outward, align and rejoin the
midsections and slide the rear segments into place until the
release button engages.

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6. Installing and Removing Four-Post Threaded Static Rails

Attach the right and left mounting rails to the front mounting
flanges with two pairs of screws.

Repeat the preceding step for the rear mounting flanges.

7. Installing and Removing Chassis Rail Members

Place the system on a level surface and align the keyhole slots
on the chassis rail members with the pins on the system.

Slide the chassis rail members toward the back of the system
until they lock into place. To remove the chassis rail members,
lift the lock spring until it clears the head of the pin.

Slide the chassis rail member towards the front of the system
until the pins slip through the keyhole slots.

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8. Installing, Removing, Cabling, and Securing the System in the

Rack

Insert the ends of the chassis rail members into the front of the
static rails and push the system into the rack.

For tool-less four-post racks and center-mount two-post
configurations, the slam latches engage automatically as the
system is pushed into the rack.

To secure the system for shipment in the rack or for other
unstable environments, locate and tighten the hard-mount
screw under each latch.

Bundle the system cables, pulling them clear of the system
connectors to the left and right sides. Secure the bundles by
threading the Velcro straps through the tooled rail slots.

To remove the system from the rack, pull the system out of the
rack until

the rails lock into place. The lock position is intended to provide
the opportunity to reposition the grip for removal, it is not
intended for service. Locate the blue tabs on the sides of the
chassis rail members. Push the tabs inward and continue pulling the system until the chassis rail members are completely
clear of the rails.

Install the Bomgar B300 or B400 Appliance in Your Server Rack

1. Identifying the Rail Kit Contents

Locate the components for installing the rail kit assembly:

Two A7 Dell ReadyRails II sliding rail assemblies (

)

Two hook and loop straps (

)

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2. Installing and Removing Tool-less Rails (Square Hole or Round

Hole Racks)

Position the left and right rail end pieces labeled

FRONT

facing

inward and orient each end piece to seat in the holes on the front
side of the vertical rack flanges (

Align each end piece in the bottom and top holes of the desired U
spaces (

Engage the back end of the rail until it fully seats on the vertical
rack flange and the latch clicks into place. Repeat these steps to
position and seat the front end piece on the vertical rack flange (

To remove the rails, pull the latch release button on the end piece
midpoint and unseat each rail (

3. Installing and Removing Tooled Rails (Threaded Hole Racks)

Note:

The tooled rail mounting configuration requires eight

user-supplied screws: #10-32, #12-24, #M5, or #M6. The
head diameter of the screws must be less than 10 mm (0.4”).

Remove the pins from the front and rear mounting brackets using a
flat-tipped screwdriver (

Pull and rotate the rail latch sub-assemblies to remove them from
the mounting brackets (

Attach the left and right mounting rails to the front vertical rack
flanges using two pairs of screws (

Slide the left and right back brackets forward against the rear
vertical rack flanges and attach them using two pairs of screws (

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4. Installing the System in a Rack

Pull the inner slide rails out of the rack until they lock into place (

Locate the rear rail standoff on each side of the system and lower
them into the rear J-slots on the slide assemblies (

Rotate the system downward until all the rail standoffs are seated in
the J-slots (

Push the system inward until the lock levers click into place. Press
the slide-release lock buttons on both rails and slide the system
into the rack (

5. Removing the System from the Rack

Locate the lock levers on the sides of the inner rails (

Unlock each lever by rotating it up to its release position (

Grasp the sides of the system firmly and pull it forward until the rail
standoffs are at the front of the J-slots. Lift the system up and away
from the rack and place it on a level surface (

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6. Engaging and Releasing the Slam Latch

Facing the front, locate the slam latch on either side of the system
(

The latches engage automatically as the system is pushed into the
rack and are released by pulling up on the latches (

To secure the system for shipment in the rack or for other unstable
environments, locate the hard-mount screw under each latch and
tighten each screw with a #2 Phillips screwdriver (

7. Routing the Cables

Locate the outer CMA brackets on the interior sides of both rack
flanges (

Bundle the cables gently, pulling them clear of the system
connectors to the left and right sides (

Thread the hook and loop straps through the tooled slots on the
outer CMA brackets on each side of the system to secure the cable
bundles (

Note:

For your convenience, your appliance includes an

optional Cable Management accessory kit which can further
improve cable routing at the rear of the appliance. Refer to the
detailed instructions included with the kit if you would like to
install this accessory.

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Power On the Bomgar Appliance

1. Plug the power cables for the Bomgar Appliance into a safe power source. Depending on the type of appliance, you may

have two power cables. The appliance’s power supplies will automatically switch between 120v and 240v, as needed.

2. Using one of the patch cables provided, connect your computer to NIC1 or NIC2 on the rear of the Bomgar Appliance. You

can use either crossover or straight-through cables.

Note:

Bomgar supports placing both NICs on the same network for the purpose of NIC Teaming. Likewise, NICs can be

placed on separate network subnets for segmented traffic routing. However, if placing NICs on the same network for the
purpose of NIC Teaming, configure only one of the NICs. If both NICs have IP addresses from the same subnet,
unexpected behavior will result. When multiple IP addresses are required for a single subnet, the proper solution is to
assign all the IP address to one NIC.

3. Press and release the power button on the front of the appliance. The power LED immediately to the right of the reset button

will illuminate, and the HDD activity LED (immediately to the right of the power LED) will begin to flash. Initialization of the
Bomgar Appliance will complete in about 60 seconds.

Note:

The NIC1 and NIC2 LEDs may illuminate and show activity even when the appliance is not powered on; therefore,

it is important to check the power and HDD LEDs to confirm that the appliance is on.

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Initial Network Configuration During Appliance Setup

Before deploying the Bomgar Appliance on your network, you must set up
its network configuration. This is done by accessing the Bomgar Appliance
administrative interface from a web browser on your computer. The steps
below will walk you through this process. Your process may vary
depending upon your operating system.

1. After performing the external setup of your Bomgar Appliance, go to

the

Local Area Connection

on your computer and click

Properties

2. Highlight Internet Protocol Version 4 (IPv4) and click the

Properties

button.

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3. Enter

169.254.1.5

as your IP address and

255.255.0.0

as the

subnet mask. Be sure the Gateway and DNS fields are blank.

4. Launch a web browser and enter the address

https://169.254.1.1/appliance/login.ns

in the URL address

field. If this fails, try alternately substituting ".2", ".3" and ".4" for
the last decimal in the address above. Load each of these
addresses separately until one responds. Enter the default
username and password and click

Login

Default Username:

admin

Default Password:

password

Upon initial login, you will be prompted to change your
appliance administration password.

Note:

The Bomgar Appliance uses two administrative web interfaces, /appliance and /login, to isolate hardware administration

from user management. The /appliance interface is used to configure network settings and upgrade Bomgar software. See the

Bomgar Appliance Web Interface Guide

www.bomgar.com/docs/remote-support/getting-started/deployment/web

. The /login

interface is not available until after Bomgar Technical Support builds the necessary software licensing package and this
package is installed through /appliance. Once installed, /login is used to manage users and workflows, deploy client software,
report on session activity, create and use integrations, etc. See the

Bomgar Admin Interface

www.bomgar.com/docs/remote-

support/getting-started/admin/

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5. Once you are logged into the /appliance interface, you will see

the

Status > Basics

page. This page includes information such

as the serial number which Bomgar Technical Support requires
to register the appliance with the Bomgar licensing servers.
Take a screenshot of this page and send it to Bomgar Technical
Support so that the Support team can register your appliance.

6. Next, go to

Networking > IP Configuration

. Under the

NIC

Configuration

section, click

Add New IP

7. Enter the static IP address and subnet mask for your Bomgar

Appliance. Typically you should leave the default values for
both fields. You can decide if this IP address will support
session traffic, web traffic, or both. Then click

Save Changes

8. Under the

Global Network Configuration

section, set your

default gateway. Enter your default Gateway and DNS server
addresses. After entering the required information, click

Save

Changes

Note:

Valid DNS settings are required for failover and

automatic updates to function properly.

For more about network configuration, see

The Bomgar Appliance in the Network

www.bomgar.com/docs/remote-

support/getting-started/deployment/dmz

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SSL Certificate Requirement

All Bomgar software communication occurs via secure, encrypted connections. These rely on the industry standard Secure Sockets
Layer (SSL) technology and DNS address of the appliance. Bomgar Appliances ship with a default certificate which secures the
initial connection to the 169.254.1.x management address. However, this will not satisfy the requirements of Bomgar's client
software, which runs more rigorous validation checks than standard web browsers. Therefore, before Bomgar can provide you with
a fully operational software licensing package, your Bomgar Appliance will need to have a valid SSL certificate installed that
matches the DNS A-record you have registered for your appliance.

A valid SSL certificate can be either a certificate authority-signed (CA-signed) SSL certificate or a self-signed SSL certificate. CA-
signed certificates are required to fully leverage all of Bomgar's functionality (e.g., click-to-chat and mobile clients), but they require
that a certificate signing request (CSR) be submitted to the CA. The CSR is an industry standard used by all network devices and
software which use SSL. If a CSR/CA-signed certificate is used instead of a self-signed certificate, the CA-signed certificate must be
downloaded from the CA's website (or certificate purchase email) and imported to the Bomgar Appliance from the /appliance
interface.

For more information on how Bomgar uses SSL certificates as well as detailed configuration steps to request and install certificates
in Bomgar, see the

SSL Certificates Guide

www.bomgar.com/docs/deployment/sslcertificates

. The section

Create an SSL

Certificate

describes the steps for initial configuration in detail. An overview of the process is given below.

1. Log into the Bomgar /appliance interface and create a certificate signing request (CSR) or self-signed certificate.

Note:

If the Bomgar Appliance will be using a copy of the certificate from another Bomgar Appliance or server, no CSR

or self-signed certificate is necessary. Instead, export the certificate with its private key from the system on which it
currently resides and import it to the Bomgar Appliance. For detailed steps, see the section

Replicate the SSL Certificate

on Failover and Atlas Appliances

in the

SSL Certificates Guide

2. Send Bomgar Technical Support a copy of the SSL root certificate and/or appliance DNS address. Also send a screenshot

of the

/appliance > Status > Basics

page.

Note:

If a self-signed certificate is used, the certificate serves as its own root certificate, and therefore, the self-signed

certificate should be sent to Bomgar Technical Support. If a CA-signed certificate is used, contact the CA for a copy of
their root certificate. If you have trouble contacting the CA, articles to assist with obtaining your root certificate can be
found at

help.bomgar.com

. In either case, Bomgar Technical Support will need to know the DNS address of the

appliance. If your DNS address is public and the SSL certificate is already installed, Support can retrieve a copy of the
root from the public DNS address; in this case, it is not necessary to manually send the root certificate. If you send the
SSL certificate, be sure it is in PKCS#7 (.p7b) format or DER (.cer) format. Do

not

send PKCS#12 (.p12 and .pfx).

Once the above steps are complete, Bomgar Technical Support encodes the DNS hostname and SSL root certificate into a new
software licensing package, sends it to the Bomgar licensing servers for building, and then sends you instructions to install the
newly-built package once it is complete.

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Send Information to Bomgar Technical Support

While building your software package, Bomgar Technical Support encodes your appliance's DNS hostname and SSL root
certificate into the software. Before Bomgar Technical Support can build your software, you must send them the items listed below.

1. DNS hostname (fully qualified domain name) of the appliance (e.g., support.example.com).

2. SSL root certificate or self-signed SSL certificate. This is obtained from the

/appliance > Security > Certificates

page.

Export the certificate portion with matching

Issued To

and

Issued By

fields.

3. Screenshot of the

/appliance > Status > Basics

page.

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Check for Updates to Install Bomgar Software

Bomgar Appliance updates are installed from the /appliance web
interface on the

Updates

page. Each update must be built by Bomgar

and is keyed to the serial number of the appliance for which it was built.
For this reason, the appliance must be registered in order to check for
updates.

1. Once Bomgar has built an update for your appliance, you will receive a notification email. Go to

/appliance > Updates

Retrieve the update using either

Updates :: Check > Check for Updates

Updates :: Manual Installation > Appliance

Download Key

Note:

The

Check for Updates

option can be used only if the appliance has outbound access over TCP port 443 to

update.bomgar.com

. Manual installation does not require this connection.

2. Once the check is complete, all available updates matching the

serial number of your appliance will be listed in the /appliance
web interface. There are two types of updates:

Updates for /login licensing (always shown in the format
of

Bomgar-x.x.x

)

Updates for /appliance Base Software (always shown in
the format of

Base Software x.x.x

)

Base Software includes features and fixes for /appliance as well as the prerequisite code required before installing license
updates. Therefore, new licensing updates typically require you to install the prerequisite Base Software Update first. In this
case, Bomgar's update interface will make note of the correct order in which to install updates. If you are still unsure, take a
screenshot of your available updates and send the screenshot to Bomgar Technical Support for assistance.

If no update packages or patches are available for your Bomgar Appliance, a message stating "No updates available" is
displayed. If an update is available but an error occurred when distributing the update to your appliance, an additional
message is displayed, such as "An error occurred building your update. Please visit help.bomgar.com for more information."

IMPORTANT!

As a reminder, you must send Bomgar Technical Support the following items before Support can build your Base Software
and/or software licensing updates:

1. DNS hostname (fully qualified domain name) of the appliance

2. SSL root certificate or self-signed SSL certificate

3. Screenshot of the

/appliance > Status > Basics

page

3. Once you have sent Bomgar Technical Support your hostname, SSL certificate, and screenshot, they will build the

necessary updates and send you detailed installation instructions.

4. When installation is complete, the Bomgar Appliance is ready to be used for remote support. To validate your appliance's

readiness, log into the /login interface by going to your appliance's URL followed by /login (e.g.,
support.example.com/login).

Default Username:

admin

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Default Password:

password

5. Upon initial login, you will be prompted to change your password.

6. Once the initial login is complete, you can validate your software licensing configuration on the

Status > Information

page,

add user accounts on

Users & Security > Users

, and download client software from

My Account

. Because Bomgar

Remote Support is licensed by concurrent users, you can set up as many accounts as you need, each with unique
usernames and passwords.

For security purposes, the administrative username and password used for the /appliance interface are distinct from those used for
the /login interface and must be managed separately. Usernames and passwords for /login are valid for both the /login interface
(where users and configuration are managed) and for representative consoles (where sessions are run). The options available in
both of these locations are dependent upon the permissions assigned by the /login administrator to each user's account.

For help getting started with the Bomgar client software, see the documentation located at

www.bomgar.com/docs

. Appliance

Guides and Support Administrator Guides explain the various administrative options of your /appliance and /login web interfaces,
and Support Rep Guides show you how to use the Bomgar client software.

Open Source Software Acknowledgments

For information on open source software copyrights and acknowledgments used in Bomgar hardware and software products,
please see the

Attributions index

www.bomgar.com/docs/remote-support/updates/attributions

CONTACT BOMGAR

info@bomgar.com | 866.205.3650 (US) | +44 (0) 1628 480 210 (UK/EMEA)

BOMGAR.COM

TC: 1/11/2018

REMOTE SUPPORT APPLIANCE INSTALLATION

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