<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">This is why not everyone has access to the tool that generates the password from the passphrase. <div>Use of the remote support account should be limited to bug workarounds (or investigation of a bug) and any time one is used on your system you should ask for the associated bug ID. If the TAC CSE can't give you one then they shouldn't be using a remote support account to begin with.</div><div><br></div><div><div>
<span class="Apple-style-span" style="border-collapse: separate; color: rgb(0, 0, 0); font-family: Helvetica; font-size: medium; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; "><div>-Ryan</div></span>
</div>
<br><div><div>On Mar 11, 2012, at 10:20 PM, Matthew Loraditch wrote:</div><br class="Apple-interchange-newline"><span class="Apple-style-span" style="border-collapse: separate; font-family: 'Lucida Grande'; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: 0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div bgcolor="white" lang="EN-US" link="blue" vlink="purple"><div class="WordSection1" style="page: WordSection1; "><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">Definitely depends I’ve had the ridiculous fumbling with getting/using the account and then also in the shell and have taken over just like you have… and of course the time I did the engineer had a complete cheat sheet document telling him exactly what to do!!<o:p></o:p></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">Anyway back to what’s left of my Sunday!<o:p></o:p></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); ">-Matthew<o:p></o:p></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 11pt; font-family: Calibri, sans-serif; color: rgb(31, 73, 125); "><o:p> </o:p></span></div><div><div style="border-right-style: none; border-bottom-style: none; border-left-style: none; border-width: initial; border-color: initial; border-top-style: solid; border-top-color: rgb(181, 196, 223); border-top-width: 1pt; padding-top: 3pt; padding-right: 0in; padding-bottom: 0in; padding-left: 0in; "><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><b><span style="font-size: 10pt; font-family: Tahoma, sans-serif; ">From:</span></b><span style="font-size: 10pt; font-family: Tahoma, sans-serif; "><span class="Apple-converted-space"> </span>Erick [mailto:erickbee@gmail.com]<span class="Apple-converted-space"> </span><br><b>Sent:</b><span class="Apple-converted-space"> </span>Sunday, March 11, 2012 8:12 PM<br><b>To:</b><span class="Apple-converted-space"> </span>Matthew Loraditch<br><b>Cc:</b><span class="Apple-converted-space"> </span>Adam Frankel (afrankel); <a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><b>Subject:</b><span class="Apple-converted-space"> </span>Re: [cisco-voip] TAC Remote Accounts<o:p></o:p></span></div></div></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">I think it depends on the TAC engineer you get. Sometimes I know that is needed to fix the issue (bug ID workaround states steps, etc) and sometimes I get someone who gets in and gets it done right away and other times I've had a TAC engineer stumbling around trying to create a remote account for a hour. <o:p></o:p></div></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">And then there have been times where they get the remote account and root access, and are stumbling around with shell commands and I just have taken over due to me not being comfortable with someone not knowing what they are doing with root.<o:p></o:p></div></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><br>Erick<o:p></o:p></div></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><o:p> </o:p></div></div><div><p class="MsoNormal" style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 12pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><br>On Mar 11, 2012, at 1:42 PM, Matthew Loraditch <<a href="mailto:MLoraditch@heliontechnologies.com" style="color: blue; text-decoration: underline; ">MLoraditch@heliontechnologies.com</a>> wrote:<o:p></o:p></p></div><blockquote style="margin-top: 5pt; margin-bottom: 5pt; "><div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; ">Good to know, i suppose that makes sense considering what it can do, just figured with how many cases i've had where it was needed that it was a simpler process<o:p></o:p></span></div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; "> <o:p></o:p></span></div><div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">Matthew G. Loraditch - CCVP, CCNA, CCDA<br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; ">1965 Greenspring Drive</span><span style="color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; ">Timonium, MD 21093</span><span style="color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; ">voice. 410.252.8830<br>fax. 410.252.9284 <span class="Apple-converted-space"> </span><br><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="http://twitter.com/heliontech" style="color: blue; text-decoration: underline; ">Twitter</a></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; "> | <span class="Apple-converted-space"> </span></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="http://www.facebook.com/#!/pages/Helion/252157915296" style="color: blue; text-decoration: underline; ">Facebook</a></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; "> |<span class="Apple-converted-space"> </span></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="http://www.heliontechnologies.com/" style="color: blue; text-decoration: underline; ">Website</a></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; "> | <span class="Apple-converted-space"> </span></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="mailto:support@heliontechnologies.com?subject=Technical%20Support%20Request" style="color: blue; text-decoration: underline; ">Email Support</a></span><span style="color: rgb(36, 64, 97); "><o:p></o:p></span></div></div></div></div><div><div class="MsoNormal" align="center" style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; text-align: center; "><span style="color: black; "><hr size="2" width="100%" align="center"></span></div><div id="divRpF439966"><p class="MsoNormal" style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 12pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><b><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; ">From:</span></b><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; "><span class="Apple-converted-space"> </span>Adam Frankel (afrankel) [<a href="mailto:afrankel@cisco.com" style="color: blue; text-decoration: underline; ">afrankel@cisco.com</a>]<br><b>Sent:</b><span class="Apple-converted-space"> </span>Sunday, March 11, 2012 2:38 PM<br><b>To:</b><span class="Apple-converted-space"> </span>Matthew Loraditch<br><b>Cc:</b><span class="Apple-converted-space"> </span><a href="mailto:cisco-voip@puck.nether.net" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a><br><b>Subject:</b><span class="Apple-converted-space"> </span>Re: [cisco-voip] TAC Remote Accounts</span><span style="color: black; "><o:p></o:p></span></p></div><div><div><p class="MsoNormal" style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 12pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black; ">There is a tool, however internally access to the tool is strictly limited.<span class="Apple-converted-space"> </span><br><br>-Adam<br><br></span><span class="headerspan"><span style="font-size: 10pt; font-family: Arial, sans-serif; "><o:p></o:p></span></span></p><div class="MsoNormal" align="center" style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; text-align: center; "><span class="headerspan"><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black; "><hr size="2" width="100%" align="center"></span></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span class="headerspan"><b><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; ">From:</span></b></span><span class="headerspan"><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; "><span class="Apple-converted-space"> </span>Matthew Loraditch<span class="Apple-converted-space"> </span><a href="mailto:MLoraditch@heliontechnologies.com" target="_blank" style="color: blue; text-decoration: underline; "><</a><a href="mailto:MLoraditch@heliontechnologies.com" style="color: blue; text-decoration: underline; ">MLoraditch@heliontechnologies.com</a>></span></span><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; "><br><span class="headerspan"><b>Sent:</b><span class="Apple-converted-space"> </span>Sun, Mar 11, 2012 1:59:46 PM</span><br><span class="headerspan"><b>To:</b><span class="Apple-converted-space"> </span><a href="mailto:cisco-voip@puck.nether.net" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a><span class="Apple-converted-space"> </span><a href="mailto:cisco-voip@puck.nether.net" target="_blank" style="color: blue; text-decoration: underline; "><</a><a href="mailto:cisco-voip@puck.nether.net" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a>></span><br><span class="headerspan"><b>CC:</b><span class="Apple-converted-space"> </span></span><br><span class="headerspan"><b>Subject:</b><span class="Apple-converted-space"> </span>[cisco-voip] TAC Remote Accounts</span><br></span><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black; "><br><br></span><o:p></o:p></div><div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; ">Do these really take time to get and come from the "developers" ? I always presumed there was just a tool that spit them out. Trying to figure out if my TAC engineer was brushing me off or not...<o:p></o:p></span></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Tahoma, sans-serif; color: black; "> <o:p></o:p></span></div><div><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="color: black; ">Matthew G. Loraditch - CCVP, CCNA, CCDA<br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; ">1965 Greenspring Drive</span><span style="color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; ">Timonium, MD 21093</span><span style="color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; ">voice. 410.252.8830<br>fax. 410.252.9284 <span class="Apple-converted-space"> </span><br><br></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="http://twitter.com/heliontech" target="_blank" style="color: blue; text-decoration: underline; ">Twitter</a></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; "> | <span class="Apple-converted-space"> </span></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="http://www.facebook.com/#%21/pages/Helion/252157915296" target="_blank" style="color: blue; text-decoration: underline; ">Facebook</a></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; "> |<span class="Apple-converted-space"> </span></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="http://www.heliontechnologies.com/" target="_blank" style="color: blue; text-decoration: underline; ">Website</a></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: black; "> | <span class="Apple-converted-space"> </span></span><span style="font-size: 9pt; font-family: Arial, sans-serif; color: rgb(36, 64, 97); "><a href="mailto:support@heliontechnologies.com?subject=Technical%20Support%20Request" target="_blank" style="color: blue; text-decoration: underline; ">Email Support</a></span><span style="color: rgb(36, 64, 97); "><o:p></o:p></span></div></div></div></div></div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; color: black; "><br><br><o:p></o:p></span></div><pre style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 10pt; font-family: 'Courier New'; "><span style="color: black; ">_______________________________________________<o:p></o:p></span></pre><pre style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 10pt; font-family: 'Courier New'; "><span style="color: black; ">cisco-voip mailing list<o:p></o:p></span></pre><pre style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 10pt; font-family: 'Courier New'; "><span style="color: black; "><a href="mailto:cisco-voip@puck.nether.net" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a><o:p></o:p></span></pre><pre style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 10pt; font-family: 'Courier New'; "><span style="color: black; "><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" style="color: blue; text-decoration: underline; ">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></span></pre><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; "><span style="font-size: 10pt; font-family: Arial, sans-serif; color: black; "><o:p> </o:p></span></div></div></div></div></div></div></blockquote><blockquote style="margin-top: 5pt; margin-bottom: 5pt; "><div><div style="margin-top: 0in; margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: 12pt; font-family: 'Times New Roman', serif; ">_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net" style="color: blue; text-decoration: underline; ">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" style="color: blue; text-decoration: underline; ">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></div></div></blockquote></div>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br>https://puck.nether.net/mailman/listinfo/cisco-voip</div></span></div><br></div></body></html>