Support Services - Switchvox Support VPN Guide

When troubleshooting an issue with Digium Technical Support you may be asked to enable VPN access to your system. With this connected, Support can access the Admin interface and back end of your Switchvox System and more easily diagnose and troubleshoot issues.

Switchvox uses OpenVPN to create a secure connection between your Switchvox and Digium's portal access server. 

To enable the VPN

1. Navigate to Server -> Diagnostics -> Technical Support

2. Click the toggle to ENABLED

3. Enter the password provided by Digium Technical Support (This password is unique and generated for each VPN session)

4. Click Connect

This will generate an outbound UDP connection over port 1194 to our portal access server at portalaccess.switchvox.com (199.248.63.85). You'll also need to be sure that port 22 (SSH) is not open to the public internet. 

If you are unable to access the admin interface

If you've been locked out of the admin interface, or are otherwise unable to access it, you can enable VPN access using the steps below.

1. Attach a monitor and keyboard to the Switchvox server

2. Press any key on the keyboard to access the Switchvox console

3. Press the Enter key to choose More Options from the console menu

4. In the Extra Options screen, select Allow Tech Support Access and press Enter

5. Enter the VPN password provided by Digium Technical Support

6. Select Connect

If the connection is successful, the console will return to the main screen and Support will be able to connect to your system.

If you are unable to connect VPN

Some troubleshooting may require the VPN to be connected. If for some reason you are unable to connect the VPN due to internal policies or not having access to change the network, we may be able to perform some troubleshooting if you can provide an external IP address at which we can reach the Switchvox, and you provide an administrator username and password for Digium Technical Support to use.