Frequently Asked Questions (FAQs) List

Frequently Asked Questions (FAQs)

Virtual Machine related

Q. How do I log onto a Virtual Server?
A. 1. After logging in, open "My Portal".
2. Click "System Manager" menu.
3. Select the system that contains the virtual machine you want to log in to and then click the "Advanced" button.
4. Click the "Console" button.
5. Select the segment that contains the virtual machine to be connected, press the "Connect" button.
6. SSL-VPN service login screen will be displayed. Enter your ID and Password.
7. After connecting to SSL-VPN, Remote Desktop or SSH connection can log in to the server.
   *The IP Address of the server can be found in System Manager using the Server List view.
Q. If the virtual machine restarts, will the IP address change?
A. After you create a server the IP address / MAC address of the server cannot be changed.
Q. How do I install software from a CD-ROM onto the Virtual Machine?
A. Use a SSL-VPN image file to run the installation by mounting it then send it via a console connection.

For CentOS users:
1. Create an ISO image of the CD-ROM that you wish to run.
2. Make a console connection, SCP connections to the server to transfer the ISO file.
3. Log in to the server via SSH.
4. Mount the ISO image as a virtual drive.
  # sudo mount-o loop (ISO image) (Mount directory)
5. Browse to the mounted directory and run the installation software.
6. Unmount the ISO image.
  # sudo umount (mount directory)

For Windows OS:
1. Create an ISO image of the CD-ROM that you wish to run.
2. Make a console connection, Remote Desktop Connection (tick the option for disk drives in the ‘Local Resources’ options tab) to log in to the server.
3. After logging in to the server, Copy the ISO file across.
4. Use Virtual CD-ROM software (ex.Virtual CD-ROM, etc.) to mount ISO image.
5. Browse to the mounted directory, run the installation.

SSL-VPN connectivity features

Q. SSL-VPN fails to connect to the console.
A. In the following cases, SSL-VPN client software is installed but the connection fails.
[If you are experiencing a conflict with security-related products]
If security products (anti-virus products and personal firewall products) are installed when you install the SSL-VPN client software this may cause driver conflicts, the installation fails and you may experience problems.
In this case, once you un-install the security-related products, you may be able to avoid the problem by installing the SSL-VPN client again, then re-installing any security related products you have removed.

[If the communications software installed is from non-Microsoft vendors]
If a communication client software distributed from non-Microsoft vendors (PPPoE client or VPN client software) is installed, the installation process for SSL-VPN client may come to a hault during installation. In this case, disconnect any active connections on these clients, the SSL-VPN client software installation will resume.

Portal Login

Q. I cannot login.
A. Login to the correct user ID and password, if you cannot log in, consider the following possibilities. Follow the instructions carefully.

[If you use a certificate to log in]
Once you log-in to the service with the certificate, it is impossible to log-in with User ID & Password. If you are prompted for a username and password when using a certificate, you need to change the login method.
Possible causes:
- The certificate has expired.
- The certificate is missing.
Please change the login method by logging in with ID and Password, then re-issue the certificate.

[If the Account is locked]
If you try to log-in with the wrong username and password 6 times, the account is locked and you cannot log-in. Please wait 30 minutes to log-in again.
If you cannot log-in even if you have waited more than 30 minutes, please change the login method and try with your ID & password.
If you still can not log in, Change Authentication Type and please change the password when you log in.

[You have forgotten your password]
Please reissue your password.
Request new password. When reissuing the password a new password will be sent via e-mail. Please log-in with the password provided, then update the password as soon as possible.

If you have had your certificate revoked or you have had your password reissued, when signing back into the portal you MUST click on CANCEL at the certficate screen to take you to the correct login site, otherwise it will trigger an error and initialise another password change.