> ## Documentation Index
> Fetch the complete documentation index at: https://levelblue-final.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Creating a Remote Support Session

After you [confirm that you have a connection](https://levelblue-final.mintlify.site/documentation/usm-anywhere/deployment-guide/admin/remote-support-connectivity.md) to LevelBlue Technical Support, you are ready to start a session. When LevelBlue Technical Support Engineers complete their work on an issue, they communicate the results to you by email and update your ticket.

> [!NOTE]
>
> Note: USM Anywhere provides an audit trail of the LevelBlue Technical Support Engineers accessing your instance by creating a temporary user with the username of `<user>@alienvault.com`. These users are disabled after the session ends, and you can view them under Settings > Users.

**To enable remote sensor support**

1. Open your virtualization management console and connect to the USM Anywhere Sensor virtual machine (VM).

   > [!WARNING]
   >
   > **Important:** Alternatively, you can open an SSH session to the sensor VM. When using an SSH session, the default username is *sysadmin*.
   >
   > If you are accessing a Microsoft Azure Sensor through SSH and you specified a username other than the default (*sysadmin*) for your SSH access, you must use the following commands at the command line to "sudo up" and access the sensor console:
   >
   > ```
   > # sudo su – sysadmin
   > ```

2. From the USM Anywhere Sensor console System Menu, select **Maintenance** and press **Enter**.

   ![](https://mintcdn.com/levelblue-final/PiGJsBP86WL28Mn9/images/usm-anywhere/deployment-guide/remotesupport/maintenance.png?fit=max\&auto=format\&n=PiGJsBP86WL28Mn9\&q=85\&s=91601df9be0d460db8f45f0b9d5f78b1)

3. From the Maintenance menu, select **Remote Support** and press **Enter**.

   ![](https://mintcdn.com/levelblue-final/TfLPbdXhvzXwkuQJ/images/usm-anywhere/deployment-guide/remotesupport/remote-support.png?fit=max\&auto=format\&n=TfLPbdXhvzXwkuQJ\&q=85\&s=f7f8825a47ea31ed3fb42937816162a7)

4. From the **Remote Support** menu, select **Enable Remote Support** and press Enter ( **\< OK >** )

   ![](https://mintcdn.com/levelblue-final/PiGJsBP86WL28Mn9/images/usm-anywhere/deployment-guide/remotesupport/enable-remote-support.png?fit=max\&auto=format\&n=PiGJsBP86WL28Mn9\&q=85\&s=dccf88b7a2fc13e69626c62e68c3b63c)

5. On the **Enable Remote Support** screen, enter the eight-digit ticket number and press Enter ( **\< OK >** )

   ![](https://mintcdn.com/levelblue-final/TfLPbdXhvzXwkuQJ/images/usm-anywhere/deployment-guide/remotesupport/support-case-id.png?fit=max\&auto=format\&n=TfLPbdXhvzXwkuQJ\&q=85\&s=3e782a6fdcfe0aef74af5bdb786bc8b4)

   > [!WARNING]
   >
   > **Important:** Be careful not to enter any spaces before or after the number or the operation will fail.

   A progress bar appears and your request begins processing, which may take several seconds.

   When the connection is established with the Support server, the system displays a connection message.

   ```
   Connected to LevelBlue Support. Press Enter to continue.
   ```

6. Press Enter.

   The USM Anywhere Sensor console returns you to the to the Remote Support screen.

7. To disconnect after your session is done, select **Disable Remote Support** and press **Enter**.

   The **Manage Connectivity** information screen appears and prompts you to confirm.

   ```
   Are you sure you want to disconnect from LevelBlue Remote Support?
   ```

8. Select **Yes**.

   The screen goes black and, after several seconds, you receive a notification that the secure connection is now disconnected. You can then back out of the previous menus and close the sensor console.