Opening a Remote Assistance Session

Important
Prior to opening a remote assistance session, contact Sophos Technical Support to speak with an engineer who will guide you through the remote session.
  1. On the appliance Help window titlebar, click the Sophos Support icon .

    The Sophos Assistance form is displayed in the Content pane.

  2. In the Remote Assistance section, click Enable to establish the connection.

    A status message is displayed on the status bar (above the tabs bar) that states "Remote Assistance enabled". This is displayed while an outbound SSH connection to Sophos Support Services is open. This connection will be closed by the Sophos Support Services engineer that is working on your assistance request, or the session will be closed automatically within 72 hours.

    When the session is finished, click Disable in the Enable remote assistance section to close the SSH connection.