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Top Frequently Asked Questions for Technology Vendors

Chrome disabled my Java plug-in, can I still connect using SecureLink?

Chrome 42 removed support for NPAPI by default. This disables a number of plug-ins including Java. You can bypass the browsers java plug-in by doing the following...Read More

My connect button is grayed out, how do I get access?

Contact your application owner to have the access enabled

What do I do if I get Authentication Failed at login?

Click the “Forgot my password” link to the left of the login screen. You will be prompted...Read More

Why has my account been disabled?

Many organizations have policies governing inactive or unregistered accounts...Read More

I don’t have a SecureLink login, how do I access my customers network?

Click the “Vendors click here to register” link on the login screen or contact your application owner. SecureLink provides...Read More

What should I do if I'm getting a ClassNotFoundException when trying to connect?

From your java control panel, click the Advanced tab. Disable “Use SSL 2.0 compatible clientHello format” and enable "Use TLS 1.0" Some users may...Read More

More Frequently Asked Questions for Technology Vendors

I am having trouble getting logged in

Reset your password by clicking the “Forgot my password” link to the left of the login screen If your account is disabled or you do not have a SecureLink account, contact the application owner or your primary contact at the organization that you are trying to access – SecureLink support cannot re-enable disabled accounts or […]

The connect option on my application is grayed out

SecureLink customers can control access to their environment by disabling remote access until needed. If your connect option is grayed out, your access has been temporarily disabled and will have to be enabled by your customer.

I am having issues getting connected using SecureLink

Check your browser version – SecureLink supports the following browser versions: Internet Explorer 7* Internet Explorer 8, without Compatibility Mode Internet Explorer 9, without Compatibility Mode Internet Explorer 10, without Compatibility Mode Internet Explorer 11, with Compatibility Mode Google Chrome version 20 or newer † Mozilla Firefox version 17 or newer Safari version 5.1 or […]

I’ve tried all the troubleshooting steps and am still having issues getting connected

Your first option is to contact your customer’s application owner or SecureLink Administrator for assistance. Additionally, you may contact SecureLink support by sending an email to success@securelink.com. It will be helpful (and almost always help us resolve your issue more quickly) to include the logs from your connection attempts when contacting SecureLink support. The instructions […]

What do I do if I get Authentication Failed at login?

Click the “Forgot my password” link to the left of the login screen

You will be prompted to enter your email address after which a password reset email will be sent. If this does not fix the problem, contact your application owner.

Why has my account been disabled?

Many organizations have policies governing inactive or unregistered accounts. Please contact your application owner to have your account enabled.

I don’t have a SecureLink login, how do I access my customers network?

Click the “Vendors click here to register” link on the login screen or contact your application owner
SecureLink provides the capability for vendor support reps to request a SecureLink account from the login screen. Not all customers take advantage of this feature – and some organizations will limit the feature to specific vendors. If the feature is not available, or if you get “There was a problem with your registration”, contact your application owner.

What should I do if I’m getting a ClassNotFoundException when trying to connect?

From your java control panel, click the Advanced tab. Disable “Use SSL 2.0 compatible clientHello format” and enable “Use TLS 1.0” Some users may experience an error connecting after updating Java that reads “Error. Click for details” Selecting this error brings up a detailed Application Error message that states “ClassNotFoundException” and reads “rss.sdc.SdcApplet.class” in the […]

Chrome disabled my Java plug-in, can I still connect using SecureLink?

Chrome 42 removed support for NPAPI by default. This disables a number of plug-ins including Java. You can bypass the browser’s java plug-in by doing the following: From the Help menu, select “Download Windows Client” Download and run the executable on this page With the executable running, you will be able to connect without the […]

Need help with your Gatekeeper?

Call the SecureLink Hotline at 1-(SEC)-URE-LINK (732-873-5465) from 7 AM to 7 PM Central time to speak to one of our specialists.

Frequently Asked Questions About SecureLink Gatekeeper

What is a Gatekeeper?

A Gatekeeper is a piece of software that sits on a server in your network. When enabled, the SecureLink Gatekeeper polls your vendor’s SecureLink server to see if there is a support rep requesting access. When a support rep needs access, an SSH tunnel is created from the Gatekeeper and all access is routed through […]

Can I manage more than one vendor using my SecureLink Gatekeeper?

The Gatekeeper is specific to a technology vendor. If your organization has multiple vendors accessing your network via Gatekeeper, you may want to look into getting your own SecureLink server. SecureLink’s Vendor Access module is designed to help enterprise customers manage all of their vendor access. Contact Us to learn more.

Can I add ports and services to the Gatekeeper?

You can add/remove services for your vendor and you can enable the Gatekeeper to allow the vendor to add services themselves. Select Vendor Privilege Settings from the Settings menu. To add an additional host, select Add New Host from the upper right. Click the green plus sign to add an additional port or service to […]

How can I change the Gatekeeper email notifications?

Access notification e-mail recipients can be added or deleted but cannot be modified. Select Notification Settings from the Settings menu. To delete an e-mail recipient, click on the delete button next to the desired e-mail address. To add e-mail recipients, click the green plus button and type the correct e-mail address.

I need to make changes, how do I get to the Gatekeeper User Interface?

There are two ways to get to the SecureLink user interface from the Gatekeeper server: On Windows, from your start menu, select All Programs -> SecureLink -> SecureLink Gatekeeper Alternately, you can open a browser and type 127.0.0.1:4680 You can also reach the Gatekeeper via a browser from any machine in the same network by […]

What level of access is granted to my vendor?

Support technicians can access only services you permit, which can be defined at a very granular (port) level. For example, you can restrict access to read-only on a particular directory. For more complex issues, the service engineer may request access to additional ports, like diagnostic services and databases, but you’re always in complete control of […]

What level of encryption do you use?

Users can choose between four encryption options to secure the communications between the SecureLink server and the system hosting the Gatekeeper AES (Rijndael block cipher, the current Advanced Encryption Standard) in 128, 192, and 256 bit modes, Blowfish, or Triple-DES.

Is there an audit trail?

A full audit trail is left behind with every connection. Additionally, an active report of all activity is generated, so you can monitor all vendor access in real time.