Methods to Configure Failover Between Bomgar Appliances

Bomgar customer clients and representative consoles are built to attempt connection to the Bomgar Appliance at a specific address. In order to stop the clients from connecting to the normal primary Bomgar Appliance and instead connect to the backup Bomgar Appliance, a network change must be made in order to reroute the traffic to its new destination. There are currently three methods supported to achieve this goal, each with advantages and disadvantages.

Method Description Pros Cons
Shared IP In this configuration, the hostname of the support site and IP address that is used to represent it remain constant. Both Bomgar Appliances share that IP in the /appliance interface, but only the Bomgar Appliance that is acting as primary has that IP enabled. The backup Bomgar Appliance will not use that IP unless it becomes primary. No network equipment configuration change. Links and processes referencing your support site domain or IP address will be adjusted properly based on roles and will be served by the backup Bomgar Appliance. Once the backup appliance is redefined as the primary and the shared IP is enabled, the backup appliance will take the place of the primary. Does not suffer from the propagation time lag as a DNS entry change would. Potential for IP conflict if the shared IP is enabled on both Bomgar Appliances. If both appliances are online and conflicted, go back to /login > Management > Failover and reconfigure the settings so that the roles are accurately set.
DNS Swing Change the DNS entry for your support site from the IP address for the primary Bomgar Appliance to the IP address of the backup Bomgar Appliance. Since DNS changes must propagate through your network, this change might require some time. Links and processes referencing your support site domain do not need to be changed and will be served by the backup Bomgar Appliance. Can be used in sites that are on different subnets. Requires a change to networking equipment configuration that coordinates with changes to the failover roles in the /login interface. The DNS entry change will take some time to propagate depending on the DNS record time to live. Until the new DNS entry is propagated, users and representatives may not be able to reach the site.
NAT Swing Change the routing of requests for the support site at the NAT device from the primary Bomgar Appliance to the backup Bomgar Appliance. Links and processes referencing your support site domain or IP address do not need to be changed and will be served by the backup Bomgar Appliance. Does not suffer from the propagation time as a DNS entry change would. Can be used in sites that are on different subnets. Requires a change to networking equipment configuration that coordinates with changes to the failover roles in the /login interface.

Note: To configure a valid connection, both appliances must have identical Inter-Appliance keys. Go to /login > Management > Security to verify the key for each appliance.