Bomgar Virtual Appliance Frequently Asked Questions

The following are some of the questions frequently asked about administering the Virtual Appliance and answers to these questions from Bomgar support.

Can I install VMware tools onto my Bomgar Virtual Appliance?

The Bomgar Virtual Appliance ships with the VMware guest tools pre-installed.

Can I move my Bomgar Virtual Appliance from one ESX server to another?

If you have the appropriate VMware utilities that are capable of maintaining the Ethernet MAC address(es) between ESX hosts, then the answer is yes. If the MAC address of the Bomgar Virtual Appliance changes, then the answer is no, it will not work.

How do I manually move a copy of my Bomgar Virtual Appliance to another VMware instance?

Anytime you manually move your Bomgar Virtual Appliance and are asked by VMware if this is a "New Machine", if you "Copied It", or if you "Moved It", make sure you select the "Moved It" option. The reason is that when you move a virtual machine, it will preserve the MAC address that was originally assigned by VMware the first time your Bomgar Virtual Appliance was booted. If you choose the "Copied It" option, then the next time your Bomgar Virtual Appliance is booted up, a new MAC address is assigned, resulting in a loss of network connectivity to your Bomgar Virtual Appliance and requiring a call to Bomgar support for assistance. If your Bomgar Virtual Appliance is running within an ESX host cluster and is utilizing the licensed VMware tools such as vMotion, disaster recovery services, or high availability, then the VMware tools will automatically maintain the MAC address of your Bomgar Virtual Appliance, enabling your appliance to participate fully in your VMware clustered environment.

Can a time skew between my ESX host and my Bomgar Virtual Appliance cause connectivity issues?

Yes, any time difference between the Bomgar Virtual Appliance and the host ESX server can cause connectivity issues. To prevent this, specify a valid NTP source in the Virtual Appliance /appliance interface as well as ensuring that your ESX host is using a valid NTP source. VMware also has an option to sync the guest OS time with the host ESX server time. If you use this option, then the NTP source within the Bomgar Virtual Appliance does NOT need to be set. It is recommended to use one method or the other but NOT both together.

What version of VMware is supported to host the Bomgar Virtual Appliance?

Bomgar certifies support for VMware View 5+.

Bomgar also supports:

  • VMware ESX 3.5, Virtual Hardware Version 4
  • VMware vSphere 4.x, Virtual Hardware Version 7
  • VMware vSphere 5.0+, Virtual Hardware Version 8 or 9

Does Bomgar support using the VMware snapshot functionality?

Bomgar supports the use of the snapshot technology only in upgrade situations. A snapshot of a powered-off Bomgar Virtual Appliance can be taken prior to an upgrade and can be utilized as a fallback in the case of a failed upgrade.

Note: Bomgar does not recommend or support taking snapshots of actively running Virtual Appliances.

Can I run the Bomgar Virtual Appliance in my clustered VWware environment?

Yes, when installed in a vSphere cluster, the Bomgar Virtual Appliance can benefit from many of VMware’s value-added technologies, such as VMotion, DRS, and HA, to maximize performance and uptime.

Can I specify an alternate disk for recordings?

Yes, in some cases you may want to separate the disks for recordings if your VMware environment has tiered stoarge. Add a third disk to your Bomgar Virtual Appliance and reboot. Once the Bomgar Virtual Appliance is rebooted, the third disk will be provisioned and used for recordings.

The virtual hardware of my Bomgar Virtual Appliance is currently on an old version and needs to be upgraded. What are Bomgar's recommendations for virtual hardware version upgrades?

Bomgar supports:

  • VMware ESX 3.5, Virtual Hardware Version 4
  • VMware vSphere 4.x, Virtual Hardware Version 7
  • VMware vSphere 5.0+, Virtual Hardware Version 8 or 9

If your configuration does not match one of the above configurations, Bomgar does recommend updating the virtual hardware version of your Bomgar Virtual Appliance.