Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Next revision		Previous revision
support:start [18.09.2026 05:32] – created matjazsupport:start [06.11.2026 03:21] (current) – Add project logo matching Stratum and Customer portal root
Line 1: Line 1:
-====== Support ======+~~NOTOC~~
  
-This page explains how to prepare your computer for remote support using **RustDesk**.+<WRAP centeralign> 
 +{{support:logo.png?112&nolink|Remote support logo}}
  
-RustDesk allows a support technician to connect to your computer remotely and help you troubleshoot problems, configure software, or perform other technical tasks.+====== Remote support ======
  
-===== Before requesting support =====+**Expert help for your Stratum computers – secure, time-limited and fully under your control.**
  
-Before starting a support session:+<badge primary>Encrypted SSH</badge> <badge success>Nothing opened in your firewall</badge> <badge info>Time-limited sessions</badge> <badge secondary>Every keystroke recorded</badge> 
 +</WRAP>
  
-* Make sure your computer is connected to the Internet. +Remote support is part of **Stratum**, the functional layer for Debian. When something does not work as it should, you open a support session on your computer with one command or two keys in the menu, give the Stratum support team a short **session code**, and they can look into the problem directly – for as long as you allow, and not a minute longer.
-* Download and install RustDesk using the instructions below. +
-* Start RustDesk. +
-* Have your **RustDesk ID** ready. +
-* Contact support and provide your RustDesk ID when requested.+
  
-**Do not send your RustDesk password unless specifically requested by the support technician.**+Support is provided by the ''stratum-support'' module. There is no remote-desktop program to install, no account to create and no password to share.
  
-===== Download RustDesk =====+{{support:remote-support-flow.png?1100&nolink|How a Stratum remote support session works}}
  
-Download RustDesk from the official RustDesk website:+===== Why it is safe =====
  
-**https://rustdesk.com/download/**+<WRAP group> 
 +<WRAP half column> 
 +<card header="You stay in control" shadow="small"> 
 +A session exists only while **you** have opened it. You choose how long it lasts (1 to 72 hours, 4 by default) and you can end it at any moment with ''stratum support stop'' – access is gone at once. 
 +</card>
  
-Choose the version appropriate for your operating system.+<card header="Nothing is opened from the outside" shadow="small"> 
 +Your computer starts the connection: an encrypted **SSH reverse tunnel** to the Stratum relay. No port is opened in your firewall or router, and the computer is not reachable from the internet before, during or after the session. 
 +</card>
  
-RustDesk is available for common desktop operating systems including Windows, macOS and Linux.+<card header="Only the real support team" shadow="small"> 
 +The address of the relay, its host key and the keys of the support team come from your **signed Stratum license**. The tunnel cannot be redirected elsewhere, and only holders of the support key can connect. 
 +</card> 
 +</WRAP>
  
-===== Windows =====+<WRAP half column> 
 +<card header="A temporary user, removed afterwards" shadow="small"> 
 +Support works as the temporary user ''stratum-support'', which exists only during the session and accepts logins only through the tunnel. When the session ends, the user, its keys and its rights are removed. 
 +</card>
  
-==== 1. Download RustDesk ====+<card header="Everything is recorded" shadow="small"> 
 +Every terminal of the support team is recorded in ''/var/log/stratum-support''. You can follow it live with ''stratum support watch'' and read it again later; ''stratum support sessions'' lists past sessions. 
 +</card>
  
-Open the official download page:+<card header="Often no session is needed" shadow="small"> 
 +A **diagnostic report** (''stratum support report %%--anonymize%%'') is frequently enough. It contains status, packages, resources, network and recent errors – with the host name, IP and MAC addresses replaced. 
 +</card> 
 +</WRAP> 
 +</WRAP>
  
-**https://rustdesk.com/download/**+===== What you need =====
  
-Download the Windows version.+<WRAP box round> 
 +  * A computer with **Debian 13 (trixie)** or **Debian 14 (forky)** and the **Stratum repository** – see [[stratum:start#installation|Installing Stratum]]. 
 +  * A **Stratum license** that includes the feature ''support'' (package ''stratum-license''). 
 +  * The package **''stratum-support''**. 
 +  * Outgoing internet access from the computer to the Stratum relay ''www.skraba.net'' over SSH (TCP port 22). Nothing incoming is required. 
 +</WRAP>
  
-==== 2. Install RustDesk ====+===== Setting up remote support – once =====
  
-After the download finishes:+<WRAP group> 
 +<WRAP half column> 
 +**1. Install the modules**
  
-* Open the downloaded installer. +<code bash> 
-* Follow the installation instructions. +apt-get install stratum-license stratum-support 
-* If Windows displays a security confirmation, verify that you downloaded RustDesk from the official website before continuing. +</code>
-* Complete the installation.+
  
-==== 3. Start RustDesk ====+**2. Request a license** – the request code contains the hardware ID of the computer (also shown as a QR code in the menu):
  
-Open RustDesk.+<code bash> 
 +stratum license request 
 +</code>
  
-The main window will display your **ID** and a temporary **password**.+Send the request to Stratum support (''stratum@skraba.net''). You receive a signed license – as a file or as a code to paste. 
 +</WRAP>
  
-The ID is the number that the support technician needs in order to identify your computer.+<WRAP half column> 
 +**3. Install the license**
  
-===== macOS =====+<code bash> 
 +stratum license install /root/stratum-license.txt 
 +# or paste the license code: 
 +stratum license install 
 +</code>
  
-==== 1. Download RustDesk ==== +**4. Check it** – the feature ''support'' must be listed:
- +
-Open: +
- +
-**https://rustdesk.com/download/** +
- +
-Download the macOS version. +
- +
-==== 2. Install RustDesk ==== +
- +
-Open the downloaded application and follow the installation instructions. +
- +
-macOS may ask you to grant RustDesk additional permissions for remote control, screen recording, or other functionality. +
- +
-If requested, open: +
- +
-**System Settings → Privacy & Security** +
- +
-and grant the permissions requested by RustDesk. +
- +
-==== 3. Start RustDesk ==== +
- +
-Open RustDesk and locate your **ID**. +
- +
-Provide the ID to the support technician when requested. +
- +
-===== Linux ===== +
- +
-==== 1. Download RustDesk ==== +
- +
-Open: +
- +
-**https://rustdesk.com/download/** +
- +
-Choose the appropriate Linux package for your distribution. +
- +
-For Debian-based systems, the **DEB** package is normally the appropriate choice. +
- +
-==== 2. Install RustDesk ==== +
- +
-After downloading the `.deb` package, you can install it from the terminal with:+
  
 <code bash> <code bash>
-sudo apt install ./rustdesk-*.deb+stratum license status 
 +stratum license check support && echo "remote support available"
 </code> </code>
  
-If the filename is different, replace `rustdesk-*.deb` with the actual downloaded filename.+The license is bound to the computer and protected against a changed system clock. 
 +</WRAP> 
 +</WRAP>
  
-==== 3. Start RustDesk ====+===== Getting help, step by step =====
  
-Launch RustDesk from your application menu or terminal.+<WRAP group> 
 +<WRAP quarter column centeralign> 
 +<card header="1 · Contact us" shadow="small"> 
 +Describe the problem to Stratum support and agree on how much time is needed. 
 +</card> 
 +</WRAP> 
 +<WRAP quarter column centeralign> 
 +<card header="2 · Open a session" shadow="small"> 
 +In the ''stratum'' menu: **support → session**, or ''stratum support start 4''. 
 +</card> 
 +</WRAP> 
 +<WRAP quarter column centeralign> 
 +<card header="3 · Tell the code" shadow="small"> 
 +Give the short **session code** to the support team – nothing else is needed. 
 +</card> 
 +</WRAP> 
 +<WRAP quarter column centeralign> 
 +<card header="4 · Watch and end" shadow="small"> 
 +Follow the work with ''stratum support watch''; the session ends by itself or with ''stratum support stop''. 
 +</card> 
 +</WRAP> 
 +</WRAP>
  
-Your RustDesk **ID** will be displayed in the main window.+**On the command line**
  
-===== Starting a support session ===== +<code> 
- +# stratum support start 2 
-When you have been asked to start a support session: +  ✓ remote support session 20261024-203717 is open until 2026-10-24 22:37 
- +   Session code:  35161 
-* Start RustDesk. +   Give this code to Stratum support. 
-* Make sure your computer is connected to the Internet. +   Support has root rights (sudo) during the session; everything typed is 
-* Send your **RustDesk ID** to the support technician. +   recorded in /var/log/stratum-support. Follow it live: stratum support watch 
-* Wait for the connection request. +   End it now: stratum support stop 
-* Accept the incoming connection when instructed. +</code>
- +
-You may be asked to confirm additional permissions depending on your operating system. +
- +
-===== During the support session ===== +
- +
-The support technician may be able to see and control your computer depending on the permissions you grant.+
  
-You should remain at your computer during the session.+**In the menu** (''stratum'' → ''support'')
  
-You can end the session at any time by closing RustDesk or disconnecting the remote session.+<WRAP centeralign> 
 +{{support:stratum-support-menu.png?760&nolink|The support module in the Stratum menu}} 
 +</WRAP>
  
-===== Security =====+<WRAP important> 
 +During a session the support team has **administrator (root) rights** on the computer, so that it can repair what is wrong. Open a session only when you have asked Stratum support for help, and give the session code only to the support team you are in contact with. 
 +</WRAP>
  
-Only accept RustDesk connections from a support technician you are expecting.+===== Commands at a glance =====
  
-Do not accept unexpected connection requests.+^ Command ^ What it does ^ 
 +| ''stratum support start [hours]'' | Open a session (1–72 hours, default 4) and show the session code. | 
 +| ''stratum support status'' | Is a session running, until when, and the license. | 
 +| ''stratum support watch'' | Follow live what the support team types and sees. | 
 +| ''stratum support stop'' | End the session now; access is removed at once. | 
 +| ''stratum support sessions [n]'' | Past sessions with their recordings. | 
 +| ''stratum support report [%%--anonymize%%]'' | Create a diagnostic report to send instead of a session. |
  
-Never provide your RustDesk ID or access credentials to unknown people.+===== Questions =====
  
-When support is finished, close the RustDesk session.+**Does support see my screen or my desktop?** \\ 
 +No. Support works on the command line of the computer, through SSH. There is no screen sharing and nothing to install on your side besides the Stratum module.
  
-===== Need help? =====+**Can support connect again later, without asking?** \\ 
 +No. Without an open session there is no tunnel and no ''stratum-support'' user. Every new session needs you to start it, and it gets a new code.
  
-If you are unable to install or start RustDesk, contact support and describe the problem you are experiencing.+**What if the firewall blocks outgoing SSH?** \\ 
 +Allow outgoing TCP port 22 to ''www.skraba.net'', or send a diagnostic report instead. Incoming connections are never needed.
  
-If possible, include:+**Which computers are supported?** \\ 
 +Computers with Debian 13 (trixie) or Debian 14 (forky) and Stratum, with a valid license that includes remote support.
  
-* your operating system; +<WRAP centeralign> 
-* the RustDesk version, if known; +**The full description – for users and for the support team – is in the Stratum Handbook, chapter “Asking for remote support”.**
-* any error message displayed on screen.+
  
-A support technician can then help you continue.+<button primary url="stratum:start">About Stratum</button> <button secondary url="https://www.skraba.net/lib/exe/fetch.php?media=stratum:stratum-handbook.pdf">Stratum Handbook (PDF)</button> 
 +</WRAP> 
 +<WRAP clear></WRAP>