Bomgar Appliance Installation

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

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 plain 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
  • The Bomgar software licensing package

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

  • Bomgar's 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 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.

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):
  3. Register the necessary DNS A-record(s) for the appliance.

    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.

Typical Network Setup

Although your appliance can function anywhere in your network with internet access, you will need to decide where in your network you plan to install the appliance prior to this step. If you are going to provide support 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 login to 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 Considerations for Bomgar Appliances
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.

External Setup

After the physical hardware has been delivered and the initial setup steps outlined above are complete, take the following steps to rack the appliance hardware.

External Setup

  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: While Bomgar supports placing both NICs on the network, each must be placed in a different subnet. 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.