SecureLink Gatekeeper User Guide by mm6889

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									 SECURELINK
 GATEKEEPER



USER GUIDE
FOR CLIENTS OF ELITE, A THOMSON REUTERS BUSINESS
Copyright Information
© 2009 Elite, a Thomson Reuters business. All rights reserved. Proprietary and confidential information of
Elite, a Thomson Reuters business. Disclosure, use or reproduction without the written authorization of
Elite, a Thomson Reuters business is prohibited.
Windows and Microsoft Word are trademarks of Microsoft Corporation. All other brand or product names
are trademarks or registered.




June 2009                                                                                         ii
CONTENTS
Chapter 1 - SecureLink Gatekeeper ............................................................................................. 1 
  Gatekeeper Highlights .................................................................................................................. 1 
  Who is Enexity? ............................................................................................................................ 1 
  Inability to Use SecureLink VSN ................................................................................................... 1 

Chapter 2 - System Requirements ............................................................................................... 2 
  Operating Systems ....................................................................................................................... 2 
   Desktop Operating Systems ...................................................................................................... 2 
   Servers ...................................................................................................................................... 2 
  Firewall Settings ........................................................................................................................... 2 
  Enable Java Applet ....................................................................................................................... 3 

Chapter 3 - Getting Started ........................................................................................................... 4 
  Getting Started .............................................................................................................................. 4 
   Installation Guidelines ............................................................................................................... 4 
   Gatekeeper Access ................................................................................................................... 5 
  Global Communication Addendum (GCA).................................................................................... 5 
   Existing Customers .................................................................................................................... 5 
   New Customers ......................................................................................................................... 5 
   Download CGA .......................................................................................................................... 5 
  Install Gatekeeper......................................................................................................................... 6 

Chapter 4 - Make Servers Accessible with Gatekeeper ............................................................. 7 

Chapter 5 - Service Setups Required for Elite Applications...................................................... 9 
  Elite Enterprise and Elite for Windows ......................................................................................... 9 
  Elite Database Server ................................................................................................................. 10 
  Monolithic Setup ......................................................................................................................... 10 
  3E Server .................................................................................................................................... 10 
  ProLaw Server ............................................................................................................................ 10 
  Set Up Custom Services............................................................................................................. 10 
  Delete Services ........................................................................................................................... 11 

Chapter 6 - Grant Desktop Control............................................................................................. 12 
  Set Up Gatekeeper for Desktop Sharing .................................................................................... 12 
  Allow Desktop Sharing................................................................................................................ 12 
  End Desktop Sharing Session .................................................................................................... 13 

Chapter 7 - Additional Help ......................................................................................................... 14 
  Enexity User Manual................................................................................................................... 14 



June 2009                                                                                                                                          iii
                                                                                                                                             Table Of Contents



   Support ....................................................................................................................................... 14 
    Set Up and Configurations ...................................................................................................... 14 
    Installation................................................................................................................................ 15 

Appendix A - Installation Checklist ............................................................................................ 16 
   Pre-Installation Checklist ............................................................................................................ 16 
   Post Installation Checklist ........................................................................................................... 16 

Appendix B - RDP Credentials .................................................................................................... 17 
   RDP Credentials ......................................................................................................................... 17 
    Adding Credentials .................................................................................................................. 17 
    Applying RDP Credentials to a New Service ........................................................................... 18 
    Apply Credentials to Existing Services .................................................................................... 18 

Appendix C - Host Alias and Description Naming Conventions ............................................. 20 
   Alias Naming Conventions.......................................................................................................... 20 
   Descriptions Naming Conventions ............................................................................................. 20 

Appendix D - Troubleshooting Tips ........................................................................................... 22 

Index .............................................................................................................................................. 24 




June 2009                                                                                                                                              iv
                                            CHAPTER 1 - SECURELINK GATEKEEPER


The SecureLink Gatekeeper enables Elite, a Thomson Reuters business, to securely support its products
on your network using Enexity's Securelink Virtual Support Network (VSN). This user guide covers the
configuration procedures required for Elite support to securely access the Gatekeeper during a support
session.


GATEKEEPER HIGHLIGHTS
The benefits of using the SecureLink VSN and Gatekeeper include the following:
        Secure connection - Using SecureLink in conjunction with a Gatekeeper eliminates the need to
        use modems, VPN connections, desktop sharing and site to site networks. Gatekeeper
        connectivity services include Telnet, SSH, RDP, File Transfer and Remote Desktop.
        Total Customer Control – You control when we connect, the length of time we connect and
        what we have access to.
        Audit Trail – SecureLink ties specific actions to an individual, rather than a generic login.
        Notifications – You know in real-time exactly when we connect, where we go after connecting
        and when we disconnect.
        Cost - Gatekeeper is provided at no charge to Elite customers and is easy to install.
For a demo of how the Gatekeeper works, go the following URL:
http://thomson.enexity.com/media/c2demo.html


WHO IS ENEXITY?
Enexity developed the SecureLink™ Virtual Support Network (VSN) product Elite licensed. Enexity,
Incorporated was founded in 2002 and is located in Austin, Texas. To find out more, visit
http://www.enexity.com.


INABILITY TO USE SECURELINK VSN
If Elite is unable to use SecureLink VSN due to circumstances beyond their control or the customer is
unable to use the Gatekeeper due to circumstances beyond their control, Elite reserves the right to use
WebEx (licensed by Elite) or a similar tool.
Circumstances that are beyond the control of Elite or the Customer are defined as natural disasters,
power failures, acts of war, etc.




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                                             CHAPTER 2 - SYSTEM REQUIREMENTS


OPERATING SYSTEMS
The Gatekeeper is supported on the following desktop and server platforms:


Desktop Operating Systems
        Windows XP Professional
        Windows XP Home
        Windows Vista
        Note: Desktop sharing can be accessed on Microsoft Vista via 'Allow Desktop Control', when run
              as a Java Applet or when the SecureLink VSN Gatekeeper is manually launched as a
              service. However, native desktop sharing is not yet supported on Microsoft Vista when run
              as an automatic service. RDP and all other services operate without issue.

        Linux (2.1 and higher)


Servers
        Windows Server 2008
        Note: Windows Server 2008 Telnet and PowerPrompt services are not currently supported.

        Windows Server 2003, Standard, Enterprise, and Datacenter Editions
        Windows XP Professional
        Windows vista
        Linux (2.1 and higher)
        Solaris (7 and higher)
        AIX (5.0 and higher)
        HP-UX
        Tru64
Note: The Gatekeeper can natively access any TCP based Operating System.


FIREWALL SETTINGS
The Gatekeeper server requires outbound access on both port 22 and 80 to Thomson Elite’s SecureLink
server.




June 2009                                                                                       2
                                                                                       System Requirements



ENABLE JAVA APPLET
The Gatekeeper requires that the Java applet installed on your system be enabled in Internet Explorer. To
verify that the applet is enabled, do the following:
    1. Select Tools > Internet Options from the Internet Explorer menu.
    2. Click the Advanced tab.
    3. Select the check box for the installed Java applet.




June 2009                                                                                        3
                                                           CHAPTER 3 - GETTING STARTED


GETTING STARTED
The Gatekeeper setup process includes the following steps:
        Sign Global Communications Addendum (GCA).
        Generate and email a Gatekeeper registration code and software download link to the person
        who signed the addendum or contract.
        Download the SecureLink Gatekeeper software.
        Install.
        Configure host, services, and security settings.
If you require assistance, contact your Elite or ProLaw support department and reference the product
code Elite GCA Accept or ProLaw GCA Accept.


Installation Guidelines
Follow the recommended install guidelines to insure a secure connection between you Gatekeeper and
the Elite SecureLink server.
Note: Password protecting the Gatekeeper and providing the login and password to the appropriate users
      at your firm is highly recommended.


Number of Gateway Installations
        One registered copy of the Gatekeeper should be loaded per customer for locations that share a
        corporate WAN (wide area network) or are connected by a secure VPN tunnel.
        If there are multiple sites that are not connected through a secure network a registered copy of
        the Gatekeeper will be required at each site.


Where to Install the Gatekeeper
Install the Gatekeeper to the server on which your Elite applications are loaded.
        3E Customers - Install the Gatekeeper on the 3E test server. If there is more than one 3E test
        server (e.g. staging area, test server, etc.) choose the main 3E test server.
        Enterprise Customers - Install the Gatekeeper on the Elite test server running Elite software. If a
        test server is not available, load the Gatekeeper on any server.
        ProLaw Customers - Install the Gatekeeper on the ProLaw test server. If a test server is not
        available, the Gatekeeper can be loaded on any supported server or desktop.




June 2009                                                                                          4
                                                                                            Getting Started



Gatekeeper Access
You have complete control over Gatekeeper access. If you decide to disable the Gatekeeper after
installation, ensure a contact is available 24/7 to enable the Gatekeeper when requested.
Note: See the Enexity Gatekeeper User Manual for details on managing the Gatekeeper's activation
      status.


GLOBAL COMMUNICATION ADDENDUM (GCA)
A registration code is required to complete the Gatekeeper installation.


Existing Customers
The code will be emailed to the authorized person at your firm that signs the Global Communications
Addendum (GCA).


New Customers
First time Elite customers who signed a contract after February 22, 2008 should already have the clause
included. It is not necessary for your to sign the addendum.


Download CGA
The Addendum is available on the Customer Hub (CHUB). To download the addendum:
    1. Type the following URL into your web browser: https://customerhub.elite.com/.
    2. Click go on the SecureLink Gatekeeper image.




        Note: A Contact login ID and password are required to access the Customer Hub. To request a
              login ID, contact your local support department by going to the main page of the Customer
              Hub (see link above).

Use the following fax number or mailing address to send the signed GCA.
                                           eFax: 323-417-3030
                                           Fax: 323-642-5423
                                              Mailing Address:
                                             Attn: Samar Lachini
                                    Elite, a Thomson Reuters business
                                      5100 Goldleaf Circle Suite 100
                                       Los Angeles, CA 90056-1271




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                                                                                                 Getting Started



INSTALL GATEKEEPER
To install and register the SecureLink Gatekeeper, do the following:
Note: A registration code is required to complete installation. If you do not have a registration code, see
      page 5, Global Communication Addendum (GCA), for details on how to receive a code.

    1. Go to the download site specified in the Registration Code email you received after submitting the
       signed GCA.
    2. Click Getting started using SecureLink to download the Gatekeeper setup file.
    3. Click Download Now for the SecureLink Gatekeeper.




    4. On the next page, click Windows Installation.
    5. Click Run on the File Download dialog to download the setup program.
    6. Click Run again on the Security Warning dialog to launch the setup program.
    7. The setup dialog displays, click Next.
    8. Select the Standard setup option and click Next.
    9. Select the preferred Star Menu Folder and Shortcut options and click Next to begin the
       installation.
        Note: For a detail view of the files being installed, click Show Details.

    10. Click Finish on the Installation Complete window. The SecureLink Gatekeeper registration page
        displays.
        Note: If you do not have your registration code, deselect the Launch Gatekeeper check box on
              the Installation Complete window and click Finish.

    11. Enter your Registration code and click Register.
    12. Launch the Gatekeeper and enable access.




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        CHAPTER 4 - MAKE SERVERS ACCESSIBLE WITH GATEKEEPER


In order for servers running Elite applications to be accessible for Elite support, they must be set up as
Hosts in Gatekeeper. Services must also be set up for each server on which Elite applications and
databases are installed. To make a server accessible via Gatekeeper, do the following:
    1. Launch Gatekeeper and Select Settings > Vendor Privilege Settings.
    2. Click Add New Host.
    3. Type the server name in the Host (or IP) field.
    4. Type a description of the server (e.g., Elite Application Server).
    5. Type the server name in the Host Alias field.

    6. Click the Next button.
    7. Select one or more services from the Known Services drop-down list (e.g. EFMS). At least one
       service must be selected for support to utilize the server.
        Note: See page 9, Service Setups Required for Elite Applications, for a full list of services
              required by server type (e.g., Enterprise, 3E, etc.).

        Note: For 3E and ProLaw servers, select Custom from the Known Services drop-down list. See
              page 10, Set Up Custom Services, for details on the required service settings (i.e., name,
              description and port #).

        Note: When adding a server previously used for testing which used non-default ports, update the
              port number accordingly.




June 2009                                                                                               7
                                                                          Make Servers Available via Gatekeeper



    8. Accept the service defaults and click Save.
    9. To add additional services, scroll down to the server you are adding new services to (e.g.,
       eliteapp) and click the Add New Services button. Repeat steps 7-8.




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                        CHAPTER 5 - SERVICE SETUPS REQUIRED FOR ELITE
                                                        APPLICATIONS


Access to specific ports on your network is required for Elite to support applications installed on your
servers. To make the required ports available, services must be added to Host setup in Gatekeeper. The
following information covers service setup specifications required to support Elite applications:


ELITE ENTERPRISE AND ELITE FOR WINDOWS
Ultimately, you will need to add the following services to the Elite Application Server:
    •   ELBS (Billing Manager)
    •   EFMS (AP/GL)
    •   ERMS (Records Manager)
    •   Telnet/Power Prompt
    •   RDP (Default service used by RDP)
Note: Enterprise uses Fulcrum (a.k.a., Hummingbird Connector or Search Server) to perform conflicts
      searches in Conflicts (ECIS) and Records (ERMS) Manager. If you use Conflicts Manager, you
      must select the Fulcrum service for the application or database server on which it was set up when
      the servers were first installed.

A complete Elite Enterprise or Elite for Windows setup running Microsoft SQL Server will look as shown
below.


Note: If you have installed Gatekeeper on your Elite Application Server, Power Prompt is used instead of
      Telnet, and is added by default.




June 2009                                                                                        9
                                                                    Service Setups Required for Elite Applications



ELITE DATABASE SERVER
You will follow the same routing to add the Elite Database Server, but will only add the services MS SQL
Server (assuming you’re running Microsoft SQL Server) and RDP.
Note: If your database is Informix, use that instead of MS SQL Server.

Setup the MS SQL Server service on the host on which your SQL database is located. When adding the
service, select MS SQL Server from the Known Ports drop-down list. Accept the default settings.


MONOLITHIC SETUP
If you have a monolithic environment (i.e., database and application are on the same server), your
services will include:
    •   EFMS
    •   ELBS
    •   ERMS
    •   RDP
    •   Telnet
    •   MS SQL Server
Example:




3E SERVER
A host with a 3E application installed requires an RDP service and a custom HTTP service. See Set Up
Custom Services for details on setting up the HTTP custom service.


PROLAW SERVER
See Set Up Custom Services for Prolaw application service specifications.


SET UP CUSTOM SERVICES
Custom services must be created for hosts running 3E and ProLaw applications. The following table
details the setup specifications for the 3E and ProLaw custom services.




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                                                                         Service Setups Required for Elite Applications



When setting up services for 3E and ProLaw applications, use the following naming convention when
entering service descriptions: Application - <database name>. For example, ProLaw - MSSQL.

 Application                Service Name                Service Description            Port

 3E                         3E                          HTTP                           80

 ProLaw                     ProLaw                      ProLaw - MSSQL                 1433

 ProLaw                     ProLaw                      ProLaw - Sybase                2638

To add custom services for 3E and Prolaw applications, do the following:

    1. Click the Add New Service icon           for the host on which the Elite application is installed.
    2. Select Custom from the Known Services drop-down list.
    3. Type a name in the Service Name field.
    4. Type in descriptive detail in the Description field.
    5. Type port number in the Port field.




    6. Click Save when you have finished adding services.
        Note: To apply RDP credential to custom services, see page 18, Apply Credentials to Existing
              Services, for details.


DELETE SERVICES
To delete a service you have added, position the mouse over that service, and click “delete” on the right
hand side of the screen.
Note: Deleting all services will delete the host.




June 2009                                                                                                   11
                                           CHAPTER 6 - GRANT DESKTOP CONTROL


This section covers procedures for setting up a Gatekeeper for desktop sharing and granting access to an
Elite representative to connect and control your work station.


SET UP GATEKEEPER FOR DESKTOP SHARING
To configure a Gatekeeper server to allow desktop sharing, do the following:
    1. Get the IP address of the Gatekeeper server.
        Note: To get the IP address, select Start > Run on the Gatekeeper server. Type CMD and click
              Ok. Type ipconfig at the prompt and press Enter.

    2. Open Internet Explorer, type the server IP address followed by port number 4680 (e.g.,
       http://10.1.1.1:4680). The Gatekeeper home page now displays with the Allow Desktop Control
       option displayed on the main menu.
        Note: Make sure to insert a colon between the IP address and the port number.

        Note: The Allow Desktop Control option only displays during an active support session.




    3. Bookmark this URL as Share Gatekeeper Desktop.


ALLOW DESKTOP SHARING
When an Elite employee request to share your desktop, do the following to allow desktop control:
Note: This first time this procedure is run, Administrative rights on your workstation is required.

    1. Select the Share Gatekeeper Desktop bookmark created in the Setup Gatekeeper for Desktop
       Sharing procedure.
    2. Click the Allow Desktop Control option displayed on the main menu.
        Note: The first time you use this option, you will be prompted to install an Enexity Java applet.
              Click Yes.

    3. The Desktop Control Status window displays.




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                                                                                     Grant Desktop Control




END DESKTOP SHARING SESSION
You can end the desktop sharing session at anytime, by closing the Desktop Control Status window.




June 2009                                                                                       13
                                                           CHAPTER 7 - ADDITIONAL HELP


ENEXITY USER MANUAL
This guide details Gatekeeper settings required by Elite support. For further instructions on using the
Gatekeeper, see the Enexity Gatekeeper user manual. To access the manual, select Help > User
Manual from the Gatekeeper's main menu.




SUPPORT
Use the following guidelines if you require support during the SecureLink Gatekeeper process or have
questions about the Gatekeeper.


Set Up and Configurations
For questions about Gatekeeper configurations required by Elite support (e.g., security, services, etc),
contact Elite Customer Support.
http://www.elite.com/supportservices/elite/index.asp
Note: After an addendum is processed it displays as a product code with a description such as Elite GCA
      Accept (Global Communications Addendum) in your company's Pivotal record. When logging a
      support case relating to SecureLink Gatekeeper, refer to this product code.


Gatekeeper Support Tiers for Elite and ProLaw Customers

 Tier       Provided Support
Level

  1         •   New customers work with their project manager.
            •   Existing customers work with an Elite support representative.

  2         The Elite support department will contact the Business Information Systems team and engage
            them as needed.




June 2009                                                                                           14
                                                                                               Additional Help




Gatekeeper Support Tiers for Elite and ProLaw Customers

  3         We contact Enexity support and work as a team to resolve the issue.


Installation
For assistance in troubleshooting Gatekeeper installation issues, contact your local support
representative.
www.enexity.com




June 2009                                                                                          15
                                           APPENDIX A - INSTALLATION CHECKLIST


Reference the following checklists while setting up the SecureLink Gatekeeper server.


PRE-INSTALLATION CHECKLIST

     Once a contract or addendum has been processed, an email is sent to a contact at your firm with
     the following information: Gatekeeper URL, Registration key and Name of the SecureLink server.
     Have this email available. It contains information required for the set up procedure.
     Note: If this information has been misplaced, contact an Elite or ProLaw representative.


     On your network, identify the name and IP address of the server on which the Gatekeeper will be
     installed.

     Enable outbound network traffic on port 22 (SSH) and port 80 (HTTP) from the Gatekeeper server to
     the SecureLink server.

Note: Only install one copy of Gatekeeper. Elite and ProLaw can use the same Gatekeeper installation.


POST INSTALLATION CHECKLIST

     Configure Gatekeeper with the hosts and services required for access.

     Learn how to enable and disable your Gatekeeper or set up the Access Schedule option.

     Verify Gatekeeper connectivity by contacting your Elite or ProLaw representative and referencing
     the product code Elite GCA Accept or ProLaw GCA Accept.

     Learn how to enable and disable diagnostics mode and generate log files.
     Note: To troubleshoot errors, enable the Gatekeeper’s diagnostics mode and then reproduce the
           error. Download the log files and e-mail them to your support representative.


     Password protecting Gatekeeper is highly recommended. Assign an employee who can access the
     Gatekeeper in your absence.

     Notify and introduce the Gatekeeper tool and its desktop sharing capabilities to your employees.

     Once the Gatekeeper is installed, use this tool as your only connection method when working with
     Elite or ProLaw support.




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                                                      APPENDIX B - RDP CREDENTIALS


RDP CREDENTIALS
The RDP credentials feature enhances security by eliminating the need to exchange sensitive login
information (e.g., user name, password and domain) with a support representative. Applying RDP
Credentials to your server enables Elite support to use it without having to enter a username or password
during a support session. Credentials can be applied when adding or editing services.
Note: Elite support representatives may require additional login information to access applications
      installed on the server.

Note: RDP password storage is not maintained in Windows 2000 or NT. If a support representative
      requires access to a server running one of these operating systems, you will be required to provide
      the representative with the server's login ID and password. An operating system upgrade is highly
      recommended.


Adding Credentials
To add credentials, do the following:
    1. Select Settings > RDP Credentials from the main menu. The RDP Credentials page displays.




    2. Click the Add RDP Credentials icon         .




June 2009                                                                                         17
                                                                                  Appendix B - RDP Credentials




    3. Enter the following detail:
            •   Name
            •   Description
            •   Username
            •   Password
            •   Domain (Optional)


    4. Click the Save icon           .


Applying RDP Credentials to a New Service
To apply credentials to services, do the following:
    1. Select Settings > Vendor Privilege Settings from the main menu. The Vendor Privileges
       Settings page displays.

    2. Click the Add New Services icon           for the host.
    3. Select a service (e.g., Windows Remote Desktop Protocol) from the Known Services drop-down
       list.
    4. Select RDP from the Type drop-down list.
    5. Select the credentials (e.g., Administrator) to apply to the service from the Credentials drop-
       down list.


    6. Click Save         .


Apply Credentials to Existing Services
To apply credentials to an existing service, do the following:
    1. Select Settings > Vendor Privilege Settings from the main menu. The Vendor Privileges
       Settings page displays.
    2. Position the mouse over the service for which you want to apply a credential. Port information
       displays adjacent to it.
    3. Click the Edit button.




June 2009                                                                                           18
                                                                                  Appendix B - RDP Credentials




    4. Select RDP from the Type drop-down list.
    5. Select the credentials (e.g., Administrator) to apply to the service from the Credentials drop-
       down list.


    6. Click Save        .




June 2009                                                                                           19
                      APPENDIX C - HOST ALIAS AND DESCRIPTION NAMING
                                                        CONVENTIONS


To ensure Elite support can access application servers (i.e., Hosts) on your network, use the following
naming conventions when setting up 3E, Enterprise, ProLaw, and SQL servers in Gatekeeper.


ALIAS NAMING CONVENTIONS
The alias needs to be the same as the host (i.e., server) name.




DESCRIPTIONS NAMING CONVENTIONS
Use of the recommended description naming conventions will help reduce support time in locating hosts
and services. Descriptions should indicate the host's purpose and function to reduce support time.
<Purpose (e.g., Test/Production/Disaster/etc.)> - <Product><Function><Function><#>
If you have multiple servers for the same product (e.g., 3E) performing a similar function (e.g., application
server), append a number to the description (e.g., App Server 1, App Server 2, etc). See the following
examples.




June 2009                                                                                            20
                                                                     Appendix C - Troubleshooting Tips




 Server Setups                  Description Examples

 Single Functions               Production – Enterprise DB Server
                                Production – Enterprise APP Server
                                Test – Enterprise DB Server
                                Test – ProLaw APP Server

 Multiple Functions             Production – Enterprise DB / APP Server
                                Test – Enterprise DB / APP / Webview Server

 Same Application on Multiple   Production – 3E APP Server 1
 Servers                        Test – 3E APP Server 2
                                Disaster Recovery – 3E APP Server 3




June 2009                                                                                   21
                                              APPENDIX D - TROUBLESHOOTING TIPS


If the Gatekeeper server is not functioning properly after following the installation guidelines in the Getting
Started and Install Gatekeeper sections, use the troubleshooting tips below as needed.

Issue             Cause                           Diagnostic/Troubleshooting 

Connections     Issue with the network            The SSH network protocol is recommended for a fast
dropping        protocol or proxy                 and stable connection.
shortly after
                                                  To verify your network protocol from Gatekeeper, go to
opening
                                                  Help > Support Center > Connectivity Test and click
                                                  Perform Test.
                                                           •   If the Direct Connectivity test passes, the
                                                               SSH protocol is being used.
                                                           •   If the Direct Connectivity test fails, traffic is
                                                               limited to the HTTP protocol. Enabling
                                                               outbound traffic on port 22 is
                                                               recommended.
                                                           •   If the HTTP Connectivity test fails, you may
                                                               need to configure proxy information in
                                                               Connectivity Settings. To do this, access
                                                               Internet Explorer and select Tools >
                                                               Internet Options. Click the Connections
                                                               tab and then click LAN Settings to view
                                                               proxy server information.
                                                  If you are restricted to using the HTTP protocol, change
                                                  the HTTP Tunneling mode in Connectivity Settings. For
                                                  most networks the New-style tunneling mode is more
                                                  reliable.

Sporadic                   •   Poor router        There are two common solutions.
dropped                        connection
                                                  Solution A: Change TCP settings.
connections
                           •   Unusual firewall   Note: The following steps require editing the Windows
                               settings           registry. Exercise caution. Changing the wrong registry
                           •   Limited TCP        entry or setting can make Windows unstable.
                               settings               1. Log into the Gatekeeper server as a Local
                                                         Administrator user.
                                                      2. Select Start->Run and type Regedit.
                                                      3. Navigate to
                                                         HKEY_LOCAL_MACHINE\SYSTEM\
                                                         CurrentControlSet\Services\Tcpip\Parameter
                                                         s.




June 2009                                                                                                22
                                                                        Appendix D - Troubleshooting Tips




Issue          Cause                      Diagnostic/Troubleshooting 
                                              4. Right-click on Parameters and select New-
                                                  >DWORD Value.
                                              5. Rename the entry
                                                 TcpMaxDataRetransmissions.
                                              6. Right-click on TcpMaxDataRetransmissions
                                                 and select Modify. Select Decimal for Base,
                                                 and type 7 for the Value data.
                                              7. Exit the Registry editor and reboot.
                                          Solution B: Install the gatekeeper on a server
                                          connected to a different router.
                                              1. Temporarily disable your existing Gatekeeper.
                                              2. Contact an Elite representative to obtain new
                                                 Gatekeeper registration information.
                                              3. Install and register the new Gatekeeper on a
                                                 server using a different network router.
                                              4. Based on the new installations’ performance, do
                                                 one of the following:
                                                           •   If connectivity has improved,
                                                               uninstall the old Gatekeeper
                                                               software.
                                                           •   If connectivity has not improved,
                                                               uninstall the new Gatekeeper
                                                               installation and re-enable your old
                                                               Gatekeeper.

Remote         Two instances of the RDP   There are two possible solutions.
Desktop        service running
Protocol                                          •   If a second RDP service (Windows Remote
(RDP) errors                                          Desktop Protocol) is running on your system,
                                                      disable it. The Gatekeeper host is
                                                      automatically configured with an RDP
                                                      service named Default port used by RDP
                                                      which uses the Gatekeeper machine’s
                                                      default port (e.g. port 3389).
                                                  •   Ensure RDP profiles were created with the
                                                      correct credentials and that the passwords
                                                      stored in Gatekeeper are current.




June 2009                                                                                      23
                                                                                                                                                       INDEX


3                                                                                          Setting Up ............................................................ 20 
3E Server Services ......................................................  9          I 
A                                                                                     Installation ................................................................. 6 
                                                                                         Checklist  .............................................................. 16 
                                                                                                   .
Access ........................................................................  4 
                                                                                         Guidelines .............................................................. 4 
Addendum .................................................................  5 
Adding Credentials...................................................   7      1      J 
Aliases ......................................................................   0 
                                                                               2
                                                                                      Java Applet ................................................................ 2 
Application Host ........................................................  7 
Apply Credentials .....................................................   7    1      M 
B                                                                                     Monolithic Setup ....................................................... 9 
Browser Settings ........................................................  2          N 
C                                                                                     Naming Conventions 
                                                                                        Aliases .................................................................. 20 
                                                                           1
Credentials ...............................................................  7 
                                                                                        Descriptions ......................................................... 20 
Custom Services Setup .............................................. 9 
                                                                                      O 
D 
                                                                                      Operating System ...................................................... 2 
                                                                         1
Delete Service ..........................................................  1 
                                                                                      Overview .................................................................... 1 
E 
                                                                                      P 
Elite Database Server ................................................. 9 
                                                                                      Ports........................................................................... 9 
Enable Java Applet ..................................................... 2            ProLaw Server ............................................................ 9 
Enexity ....................................................................... 1 
   Troubleshooting ..................................................  4     1        R 
   User Manual ........................................................  4   1        RDP Credentials ....................................................... 17 
Enterprise Services .................................................... 9              Adding  ................................................................. 17 
                                                                                                .
F                                                                                       Apply to Existing Services .................................... 17 
                                                                                        Apply to New Service ........................................... 17 
Firewall Settings.........................................................  2 
                                                                                      Registration Code ...................................................... 5 
   Application Ports ...................................................  2 
                                                                                      Required Host Services .............................................. 9 
G 
                                                                                      S 
Gatekeeper 
                                                                                      SecureLink Gatekeeper .............................................. 1 
  Access .................................................................... 4 
                                                                                      Servers ................................................................... 2, 7 
GCA ............................................................................ 5 
                                                                                      Services 
Getting Started .......................................................... 4 
                                                                                        3E Server ................................................................ 9 
Global Communication Addendum ........................... 5 
                                                                                                  .
                                                                                        Custom  ................................................................ 10 
H                                                                                       Delete .................................................................... 9 
                                                                                        Elite Database Server ............................................. 9 
                                                                              2
Hosts ........................................................................  0 
                                                                                        Enterprise Services ................................................ 9 
                                                                              2
  Aliases ..................................................................  0 
                                                                                        Monolithic Setup ................................................... 9 
  Descriptions .........................................................  0   2
                                                                                              .
                                                                                        Ports  ...................................................................... 9 



June 2009                                                                                                                                                 24
                                                                                                                                                               Index



  ProLaw Server ........................................................ 9          T 
  Setup ...................................................................... 9 
                                                                                    TCP ............................................................................. 2 
  SQL Host ................................................................ 9 
                                                                                    Troubleshooting ...................................................... 14 
SQL Host .................................................................... 9 
System Requirements ................................................ 2 




June 2009                                                                                                                                                25
Elite Headquarters
5100 West Goldleaf Circle
Suite 100
Los Angeles, CA 90056
elite.com




                            © 2009 Thomson Reuters

								
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