Differences

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

--- support:start [13.10.2026 10:05] – Condensed support guide: quick start, merged duplicate steps, compact OS instructions aria
+++ support:start [06.11.2026 03:21] (current) – Add project logo matching Stratum and Customer portal root
@@ Line 1: / Line 1: @@
-====== Support ======
+~~NOTOC~~
-Remote support is provided through **RustDesk**. It lets a support technician connect to your computer to troubleshoot problems, configure software or carry out other technical tasks, but only when you are ready and accept the connection.
+<WRAP centeralign>
+{{support:logo.png?112&nolink|Remote support logo}}
-===== Quick start =====
+====== Remote support ======
-  - Install RustDesk (see the instructions for your system below).
+**Expert help for your Stratum computers – secure, time-limited and fully under your control.**
-  - Start RustDesk and find your **ID** in the main window.
-  - Send the ID to the support technician when asked.
-  - Accept the incoming connection when instructed.
-**Never send your RustDesk password unless the support technician specifically asks for it.**
+<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>
-===== Installing RustDesk =====
+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 RustDesk only from the official website: **https://rustdesk.com/download**
+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.
-==== Windows ====
+{{support:remote-support-flow.png?1100&nolink|How a Stratum remote support session works}}
-Download the Windows installer, open it and follow the instructions. If Windows shows a security confirmation, check that the file came from the official website before continuing.
+===== Why it is safe =====
-==== macOS ====
+<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>
-Download the macOS version, open it and follow the instructions. If macOS asks for additional permissions (remote control, screen recording), grant them in **System Settings → Privacy & Security**.
+<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>
-==== 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>
-Choose the package for your distribution. On Debian-based systems, download the **DEB** package and install it from the terminal:
+<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>
+<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>
+<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>
+===== What you need =====
+<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>
+===== Setting up remote support – once =====
+<WRAP group>
+<WRAP half column>
+**1. Install the modules**
 <code bash>
-sudo apt install ./rustdesk-*.deb
+apt-get install stratum-license stratum-support
 </code>
-Replace ''rustdesk-*.deb'' with the actual file name if it differs, then start RustDesk from your application menu.
+**2. Request a license** – the request code contains the hardware ID of the computer (also shown as a QR code in the menu):
+<code bash>
+stratum license request
+</code>
+Send the request to Stratum support (''stratum@skraba.net''). You receive a signed license – as a file or as a code to paste.
+</WRAP>
+<WRAP half column>
+**3. Install the license**
+<code bash>
+stratum license install /root/stratum-license.txt
+# or paste the license code:
+stratum license install
+</code>
+**4. Check it** – the feature ''support'' must be listed:
+<code bash>
+stratum license status
+stratum license check support && echo "remote support available"
+</code>
+The license is bound to the computer and protected against a changed system clock.
+</WRAP>
+</WRAP>
+===== Getting help, step by step =====
+<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>
+**On the command line**
+<code>
+# stratum support start 2
+  ✓ remote support session 20261024-203717 is open until 2026-10-24 22:37
+   Session code:  35161
+   Give this code to Stratum support.
+   Support has root rights (sudo) during the session; everything typed is
+   recorded in /var/log/stratum-support. Follow it live: stratum support watch
+   End it now: stratum support stop
+</code>
+**In the menu** (''stratum'' → ''support'')
+<WRAP centeralign>
+{{support:stratum-support-menu.png?760&nolink|The support module in the Stratum menu}}
+</WRAP>
+<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>
+===== Commands at a glance =====
+^ 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. |
-===== During the session =====
+===== Questions =====
-Depending on the permissions you grant, the technician can see and control your computer. Stay at your computer during the session. You can end it at any time by closing RustDesk or disconnecting.
+**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.
-===== Security =====
+**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.
-  * Accept only connections you are expecting from your support technician.
+**What if the firewall blocks outgoing SSH?** \\
-  * Never share your RustDesk ID or credentials with unknown people.
+Allow outgoing TCP port 22 to ''www.skraba.net'', or send a diagnostic report instead. Incoming connections are never needed.
-  * Close RustDesk when the session is finished.
-===== Having trouble? =====
+**Which computers are supported?** \\
+Computers with Debian 13 (trixie) or Debian 14 (forky) and Stratum, with a valid license that includes remote support.
-If you can't install or start RustDesk, contact support and include, if possible:
+<WRAP centeralign>
+**The full description – for users and for the support team – is in the Stratum Handbook, chapter “Asking for remote support”.**
-  * your operating system,
+<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>
-  * the RustDesk version (if known),
+</WRAP>
-  * any error message shown on screen.
+<WRAP clear></WRAP>