Parallels Virtualization and Automation Software

Solution

Virtuozzo provides you with a special tool - Virtuozzo Support Tunnel - which allows you to establish a private secure channel to the Parallels support team server. After establishing such a channel, the support team will be able to quickly and securely connect to your Node and diagnose and solve your problem. The secure connection to your server is achieved thru a Virtual Private Network (VPN) created between the Parallels support team server and your Hardware Node.

To start using the Virtuozzo Support Tunnel tool, you should first obtain a special certificate from Parallels which will uniquely identify you as a Virtuozzo user. Certificates are issued by Parallels in the form of files and should be copied to the C:\Program Files\SWsoft\Virtuozzo\Licenses folder on your Node. You can get a certificate using one of the following ways:

- Visit the http://www.parallels.com/en/support/virtuozzo/certificates web site, fill up the Request Virtuozzo Support Certificate form, and click the Submit button. After a while, a certificate will be generated and sent to the email address you provided in the Request Virtuozzo Support Certificate form.

- Contact the Parallels support team via email or by telephone and ask for a valid certificate. After you have received a certificate and copied it to the right folder on the Node and in case you encountered a Virtuozzo-related problem, you can do the following to get assistance from the Parallels support:

1. Make sure that your Hardware Node is connected to the Internet.

2. On the Node, select Programs, Parallels, Parallels Virtuozzo Containers, Virtuozzo Support Tunnel on the Windows Start menu to launch the VZVPN - InstallShield Wizard which will automatically perform all the necessary operations to open the Support Tunnel session. All you have to do is to specify a password of your choice for a temporary account that will be created to access your Hardware Node from the outside during the Support Tunnel session:

Note: On closing the Support Tunnel, the temporary account will be permanently deleted from the Node.

After entering the desired password in the fields provided, click OK to establish a VPN between your Node and the Parallels support server.

3. Contact the Parallels support team (by telephone or via e-mail) and inform them of the problem you encountered. You should also mention that you have launched the Virtuozzo Support Tunnel tool and established a VPN to the Parallels support server and provide the password entered on Step 2.

4. After that, the Parallels support team will closely examine your problem, connect to your Node by using the secure VPN established, if needed, and make its best to solve your problem as quickly as possible.