Upgrade Bomgar Hardware

When you upgrade your Bomgar Appliance from either one physical appliance to another or between a physical and a virtual appliance, you must both install the new appliance and transfer data from the original appliance.

  1. Install the new appliance per the appropriate setup guide.
  2. Back up your current appliance's software settings.
    1. On your current appliance, go to /login > Management > Software Management.
    2. In the Software :: Backup Settings section, click the Download Backup button.
    3. Save the backup file to a secure location.
  3. Import your existing SSL certificate chain into the new appliance.

    Note: For full details about SSL certificates and Bomgar, see www.bomgar.com/docs/content/appliance/sslcertificates.

    1. On your current appliance, go to /appliance > Security > Certificates.
    2. In the Security :: Certificates section, check the box beside the certificate that is assigned to the active IP address. Then, from the dropdown menu at the top of this section, select Export.
    3. On the Security :: Certificates :: Export page, check the options to include the certificate, the private key, and the certificate chain. It is strongly recommended that you set a passphrase for the private key.
    4. On your new appliance, go to /appliance > Security > Certificates.
    5. In the Security :: Certificate Installation section, click the Import button.
    6. Browse to the certificate file that you exported previously and then click Upload.
  4. Assign an IP address to the certificate.
    1. On your new appliance, go to /appliance > Security > Certificates.
    2. In the Security :: Certificates section, locate the entry for your SSL certificate. This usually has an Issued To field containing the fully qualified domain name of your appliance (e.g., support.example.com).
    3. Confirm there are no warnings listed for the new certificate. If there is a warning, see FAQ 755 in the Bomgar Support Self Service Center for details on how to resolve the warning: help.bomgar.com/ssc/SolutionFAQ.aspx?id=755.
    4. Once all warnings are resolved, click the Assign IP link in the certificate row. At the bottom of the page, check the IP address to assign and then click the Save Configuration button.
  5. Install the new software package.
    1. On your new appliance, go to /appliance > Support > Updates.
    2. Either click Check for Updates or use the Appliance Download Key per the on-screen instructions.
    3. Click Install This Update. A EULA will need to be signed prior to installation.
  6. Import your software configuration settings from the old appliance.
    1. Log into your new appliance's /login interface. The first-time login credentials are admin and password.
    2. Go to /login > Management > Software Management.
    3. In the Software :: Restore Settings section, browse to the backup file you downloaded earlier and then click Upload Backup to restore the backup to the new appliance.

At this point, you can update your DNS server to direct traffic to the IP address of the new appliance, and you can start testing remote support on your new appliance. Once you have confirmed that it is functioning properly, you can return the old appliance, if physical, or delete it, if virtual. To return a physical appliance, take these steps:

  1. Log into the /appliance web interface of the old appliance.
  2. Browse to the Status > Basics page, and click Reset Appliance to Factory Defaults.
  3. Wait for the reset to complete, and then click Shut Down This Appliance.
  4. Package the appliance for shipping.
  5. Affix the Bomgar return shipping label to the outside of the box and contact your shipper for a pickup. If you do not have a label for shipment, contact Bomgar Support.