Configuring Remote Support

To configure Remote Support:

1. From the top right corner of any page, click . The System Settings page opens.
2. In the Categories/Subcategories pane of the System Settings page, expand System, and select Remote Support.
   

• Remote Support (required, default: True) - Allow Axonius to remotely connect to the instance using a telemetry service. Remote support is required to provide continuous updates, maintenance, and troubleshooting. It is strongly recommended to keep this enabled to have the best customer experience.
  If you disable remote support, you can still allow Axonius to remotely connect to the instance for a predefined number of hours.

  

• Anonymized Analytics (required, default: True) - Anonymized analytics data will be sent to Axonius. This kind of data consists of errors and exceptions, usage alerts, and more. It is strongly recommended to keep this enabled to have the best customer experience.

• Remote Access (required, default: True) - Remote Access allows Axonius to keep the system updated by providing continuous updates and speeding up issue resolution time.

• CPA Remote Support (default: True) - Enable this option to allow Axonius Support to request access to your Axonius Network Inspectors through approved, time-limited requests. Axonius Support uses this access to speed up issue resolution. This option appears only when Axonius Cyber-Physical Assets is active. It is separate from the Remote Support option: changing one does not change the other.
  When this option is enabled, the page displays a warning that disabling it prevents Axonius from accessing your network inspectors and can lead to slower issue resolution time. When this option is disabled, the page displays a message to contact Axonius Support for assistance.

Enabling or Disabling CPA Remote Support

Use the CPA Remote Support option to control whether Axonius Support can request access to your network inspectors. Only users with the Admin role can change this option. Other users see it disabled.

To disable CPA Remote Support:

1. From the top right corner of any page, click . The System Settings page opens.
2. In the Categories/Subcategories pane, expand System, and select Remote Support.
3. To disable the option, disable CPA Remote Support. A message asks Turn off this feature?
4. To confirm, click Confirm. The setting is saved immediately.

To enable CPA Remote Support:

• Enable CPA Remote Support. The setting is saved immediately, with no confirmation message.

If the save fails, an error message appears: Failed to save CPA Remote Support settings. Please try again.

For example, an Admin disables CPA Remote Support and confirms. Axonius Support can no longer request access to the network inspectors. The Activity Logs page shows a CPA Remote Support Changed entry.

Viewing CPA Remote Support Activity in the Activity Logs

Use the Activity Logs page to review changes to CPA Remote Support and every Axonius Support access to your network inspectors. To view the entries, you need the Activity logs > View permission. Each entry has the CPA Remote Support category.

• CPA Remote Support Changed - Added when a user enables or disables CPA Remote Support. The message is: Changed CPA Remote Support from Enabled or Disabled to Enabled or Disabled.
• Network Inspector Access Approved - Added by the system when Axonius Support gets approved access to a network inspector. The message is: Approved remote access to Network Inspector 'name' (ID) for Support #support ID from start UTC to end UTC. Reason: reason. The support ID is an anonymized ID, not the name of the Axonius employee. A reason longer than 500 characters is shortened. When no reason is entered, the message shows (none).
• Network Inspector Access Closed - Added by the system when the access window closes. The message is: Closed remote access to Network Inspector 'name' (ID) at time UTC by automatic expiry or manual revocation.

The system adds the access entries, so the User column is empty for them. To find the entries for one network inspector, enter its name or ID in Search Log Messages. Axonius adds an access entry even when CPA Remote Support is now disabled, so past access always appears in the log.