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Remote support for Azure Stack Hub

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Important

Remote support is only available in the following versions:

Use remote support to allow a Microsoft support professional to diagnose and help speed resolution of your support request by permitting remote access to your device for limited troubleshooting and repair. You can enable this feature by granting consent for a specific access level and duration. Support can only access your device after a support request has been submitted.

Once enabled, Microsoft support gets just-in-time (JIT) limited time access to your device over a secure, audited, and compliant channel. Remote support uses protocol HTTPS over port 443. The traffic is encrypted with TLS 1.2. Operations performed are restricted based on the access level granted using just enough administration (JEA).

For more information about cmdlets that Microsoft support can execute during a remote support session, see the list of Microsoft Support operations section in this article.

Process flow of authenticated access between customer and Microsoft support for diagnostics, troubleshooting, and remediation actions.

Why use remote support?

Remote support gives you the ability to:

  • Improve the speed to resolution. After the initial scoping consultation with Microsoft Support, you can enable remote support. At that point Microsoft Support no longer needs to arrange meetings with you for further troubleshooting.
  • Reduce the number of privileged endpoint (PEP) session elevation to resolve issues.
  • View the detailed transcript of all executed operations at any time.
  • Grant just-in-time authenticated access on an incident-by-incident basis. You can define the access level and duration for each incident.
  • You can revoke consent at any time which terminates the remote session. Access is automatically disabled once the consent duration expires.

Requirements

Remote support requires you to allow access to certain outbound ports and destination URLs. For more information on required endpoints, see Ports and URLs (outbound).

Before remote support is enabled, you must provide consent to authorize Microsoft Support to execute diagnostic or repair commands. The following text includes the data handling terms:

By approving this request, the Microsoft support organization or the Azure engineering team supporting this feature ("Microsoft Support Engineer") will be given direct access to your device for troubleshooting purposes and/or resolving the technical issue described in the Microsoft support case.

During a remote support session, a Microsoft Support Engineer may need to collect logs. By enabling remote support, you have agreed to a diagnostic logs collection by Microsoft Support Engineer to address a support case You also acknowledge and consent to the upload and retention of those logs in an Azure storage account managed and controlled by Microsoft. These logs may be accessed by Microsoft in the context of a support case and to improve the health of Azure Stack Hub.

The data will be used only to troubleshoot failures that are subject to a support ticket, and will not be used for marketing, advertising, or any other commercial purposes without your consent. The data may be retained for up to ninety (90) days and will be handled following our standard privacy practices.

Any data previously collected with your consent will not be affected by the revocation of your permission.

Remote support examples

In Azure Stack Hub, remote support can be managed using privileged endpoint (PEP). The following example scenarios show you how to perform various operations to enable remote support access for Microsoft support.

Enable remote support for diagnostics

In this example, you enable remote support access for diagnostic-related operations only. The consent expires in 1,440 minutes (one day) after which remote access cannot be established.

Enable-RemoteSupport -AccessLevel Diagnostics -ExpireInMinutes 1440

Use ExpireInMinutes parameter to set the duration of the session. In the example, consent expires in 1,440 minutes (one day). After one day, remote access cannot be established.

You can set ExpireInMinutes a minimum duration of 60 minutes (one hour) and a maximum of 20,160 minutes (14 days).

If duration is not defined the remote session will expire in 480 (8 hours) by default.

Enable remote support for diagnostics and repair

In this example, you enable remote support access for diagnostic and repair related operations only. Because expiration was not explicitly provided, it expires in eight hours by default.

Enable-RemoteSupport -AccessLevel DiagnosticsRepair

In this example, you retrieve any previously granted consent. The result includes expired consent in the last 30 days.

Get-RemoteSupportAccess -IncludeExpired

In this example, you revoke remote access consent. Any existing sessions are terminated and new sessions can no longer be established.

Disable-RemoteSupport

List existing remote sessions

In this example, you list all the remote sessions that were made to the device since FromDate.

Get-RemoteSupportSessionHistory -FromDate <Date>

Get details on a specific remote session

In this example, you get the details for remote session with the ID SessionID.

Get-RemoteSupportSessionHistory -SessionId <SessionId> -IncludeSessionTranscript

Note

Session transcript details are retained for ninety days. You can retrieve detail for a remote session within ninety days after the session.

List of Microsoft support operations

The following sections list the allowed cmdlets that Microsoft support can execute during a remote support session.

Access level: Diagnostics

Name Description
Clear-AzsSupportParentWorkingDirectory Clears stale Azs.Support working directory contents across all infrastructure nodes.
Clear-AzsSupportWorkingDirectory Clears the contents of the current working directory.
Copy-AzsSupportFiles Copies files from the remote computer to the local working directory file path location (Get-AzsSupportWorkingDirectory).
Debug-AzsSupportStorageSubsystem Runs Debug-StorageSubSystem against Storage Sub System Clustered Windows Storage on *.
Disable-AzsSupportNetshTrace Disables netsh tracing.
Enable-AzsSupportNetshTrace Enables netsh tracing.
Get-AzsSupportActionPlanInstance Lists ECE Action plans and provides options for filtering by name and status. This command has two behaviors:
Default: Lists all action plan instances (backup plans filtered out by default), their IDs, status, and timestamps
ActionPlanInstanceId: Drills into a specified action plan and lists the step, name, status, and timestamps
Get-AzsSupportClusterLog Generates a failover cluster log for the specified nodes and returns the file path to the log. If no nodes are specified, generates cluster log from all nodes.
Get-AzsSupportClusterResource Gets cluster resources, sorted by state.
Get-AzsSupportClusterSharedVolume Returns a list of all the cluster shared volumes, sorted by state.
Get-AzsSupportCodeIntegrityEnforcementStatus Gets the kernel and user mode Code Integrity status.
Get-AzsSupportComputerInformation Collects computer information from the specified ComputerName such as Uptime, Localtime, OSVersion, etc. This is a wrapper for Get-ComputerInfo.
Get-AzsSupportDiskSpace Get available disk space on target computers.
Get-AzsSupportDscLogs Gets Desired State Configuration (DSC) text/event logs from the specified ComputerName.
Get-AzsSupportECECloudDefinitionXml Retrieves the Azure Stack cloud definition from ECE and caches the data as an XmlDocument. If ECE is unavailable, attempts to load ECE from a well-known backup location.
Get-AzsSupportECEComputerRole Retrieves a specified ComputerName's role from ECE.
Get-AzsSupportECERoleDefinition Retrieves role-specific information from ECE.
Get-AzsSupportECERoleNodes Retrieves nodes information from ECE for a given role.
Get-AzsSupportECERoleProvisioningStatus Get the provisioning status for virtual machines and physical nodes.
Get-AzsSupportFolderSize Get the size of folders and files found in the Path parameter on an infrastructure VM or physical node.
Get-AzsSupportInfrastructureHost Gets physical host node information from FailoverClustering.
Get-AzsSupportInfrastructureVM Gets Hyper-V VM objects for infrastructure VMs such as ACS or SeedRingServices.
Get-AzsSupportInfrastructureVMHost Retrieves Hyper-V VM objects for infrastructure VMs such as ACS or SeedRingServices.
Get-AzsSupportManagedDiskBlobUriAndFilePath Gets the blob uri of a managed disk.
Get-AzsSupportPerformanceMetrics Calls Test-AzureStack -Include AzsInfraPerformance -Debug and returns all host and infrastructure VM performance metrics.
Get-AzsSupportProcess Gets processes on a remote computer, and sorts them by Name, ProcessID. Supports WMI, WinRM, and Tasklist /SVC.
Get-AzsSupportRoutingInformation Gets detailed information for failed action plans and provides guidance on which engineering team owns the component.
Get-AzsSupportSClusterFileSize Gets file size in s-cluster from local file path.
Get-AzsSupportS2SConnectionInformation Gets the connections associated with a tenant virtual network gateways.
Get-AzsSupportService Gets services on a specified ComputerName, and sorts them by State, Name. Supports WMI, and WinRM.
Get-AzsSupportServiceFabricClusterConfiguration Gets the Service Fabric cluster configuration for a given ring.
Get-AzsSupportServiceFabricClusterHealth Gets the aggregated cluster health across a specified ring. If no ring is specified, it checks all Service Fabric rings.
Get-AzsSupportServiceFabricClusterManifest Gets the Service Fabric cluster manifest for a given ring.
Get-AzsSupportServiceFabricClusterUpgrade Gets the Service Fabric cluster upgrade status for a given ring.
Get-AzsSupportServiceFabricNode Gets the Service Fabric cluster nodes for a given ring.
Get-AzsSupportServiceFabricReplica Gets the replicas for a specified service fabric service.
Get-AzsSupportServiceFabricRuntimeVersion Gets the Service Fabric runtime version across all fabric cluster nodes in a specified ring. If no ring is specified, it checks all Service Fabric rings.
Get-AzsSupportServiceFabricService Gets service fabric services on the specified ring.
Get-AzsSupportServiceFabricServiceDockerImageName Gets image name of a Service Fabric application.
Get-AzsSupportServiceFabricServiceDockerImageTag Gets image tag of a Service Fabric application.
Get-AzsSupportServiceFabricServiceManifestNames Gets Service Fabric service manifest names.
Get-AzsSupportStampInformation Calls Get-StampInformation and caches the data to allow faster retrieval.
Get-AzsSupportStampVersion Gets the minor version of the stamp version, or the full version of the stamp if the parameter is supplied.
Get-AzsSupportStorageAccountProperties Get properties for a specified storage account.
Get-AzsSupportStorageEventLogErrors Gets errors from event logs for a specified node. If no node is specified, lists errors from all nodes.
Get-AzsSupportStorageNode Gets specified storage node or all nodes if none is provided.
Get-AzsSupportTenantVM Gets tenant VM information from CRP.
Get-AzsSupportTenantVMSS Gets tenant VMMS information from CRP.
Get-AzsSupportTraceEvent Gets the trace events from Get-AzsSupportTraceFilePath.
Get-AzsSupportTraceFilePath Gets the logfile path that was generated by New-AzsSupportTraceFilePath.
Get-AzsSupportVirtualDisk Gets all virtual disks and their health states.
Get-AzsSupportVirtualDiskStorageJob Gets all active storage jobs for any virtual disk.
Get-AzsSupportVMReport Get Hyper-V VM objects for all VMs including infrastructure VMs and tenant VMs from infrastructure hosts.
Get-AzsSupportVolumeUtilization Reports the utilization for all Object Stores.
Get-AzsSupportWinEvent Gets a list of events from the specified ComputerNames.
Get-AzsSupportWorkingDirectory Gets the file path used for the working directory/staging area.
Get-AzsSupportWorkingDirectoryFiles Gets a list of all files that are present in the working directory.
Invoke-AzsSupportGetNetView Invokes Get-Netview function on the specified ComputerNames.
Invoke-AzsSupportProcDump Invokes ProcDump on the specified ComputerName against a specified process ID. Default arguments are procdump.exe -ma <pid> "$(Get-AzsSupportWorkingDirectory)\dumps".
Invoke-AzsSupportHandle Invokes Handle.exe on the specified ComputerName. Defaults to listing all open handles.
Invoke-AzsSupportWmiTracing Enables netsh ETL tracing for a series of WMI providers on a specified computer name. Also supports a series of procdumps of winmgt and WmiPrvSE if specified.
Save-AzsSupportObjectToFile Save an object to a file in a consistent format creating a file that contains the current time as a timestamp in the file name.
Send-AzureStackDiagnosticLog Sends Azure Stack diagnostic logs to Microsoft.
Start-AzsSupportSdnDiagnostic Automated network diagnostics and data collection/tracing script.
Start-AzsSupportStorageDiagnostic Runs a series of storage specific diagnostic tests and generates a storage report.

Access level: Diagnostics and Repair

Name Description
Clear-AzSSupportDiskSpace Clear infra VM or host disk space.
Invoke-AzsSupportNrpResourceRequest Allows a user to perform GET or PUT requests to NRP REST API endpoint.
Invoke-AzsSupportSdnResourceRequest Invokes a web request to SDN API for the requested resource.
Invoke-AzsSupportSpaceDB Invokes spacedb.exe on the specified host. If no host is provided, runs spacedb on the first node in the cluster.
Invoke-AzsSupportSysinternalsDownload Downloads the Sysinternals suite from the internet, or checks for a well-known location for disconnected stamps.
Move-AzsSupportClusterGroup Moves a clustered role from one node to another in a failover cluster.
Move-AzsSupportClusterSharedVolume Moves a Cluster Shared Volume (CSV) to ownership by a different node in a failover cluster.
Move-AzsSupportServiceFabricPrimaryReplica Moves the primary replica of the provided service to an available node.
Move-AzsSupportVirtualMachine Moves a clustered Virtual Machine to a new scale unit host.
Remove-AzsSupportItem Remove items from a specified path from an infra VM or host.
Remove-AzsSupportItemByStopService Remove items from a specified path from an infra VM or host, stopping the specified service prior to removal.
Restart-AzsSupportComputerByRole Restarts all Azure Stack Hub infrastructure computers in a given role using safe restart action plans. Only supports virtual machine roles.
Restart-AzsSupportService Restart services on a specified ComputerName.
Restart-AzsSupportServiceFabricPrimaryReplica Restarts the primary replica of the provided service. Only supports services that contain one primary replica.
Start-AzsSupportContainerHotpatch Patches a docker image on fabric ring machines.
Start-AzsSupportService Start services on a specified ComputerName.
Stop-AzsSupportProcess Stops a process on a specified ComputerName.
Stop-AzsSupportService Stops a service on a specified ComputerName.
Test-AzsSupportKnownIssue Executes a suite of known issue and infrastructure health checks.
Update-AzsSupportStorageHealthCache Refreshes the storage cache and health cluster resources.

Next steps

Learn about Azure Stack Hub help and support.