KEMP Technologies Frequently Asked Questions

How do I find and send my backup and Log files on to support?

To generate a Backup, in the WUI:

  1. Click on System Configuration > System Administration > Backup/Restore
  2. Click the Create Backup File button
  3. Save your Backup and send it on to support.
  4. generate a Logfile, in the WUI
  5. Click on System Configuration > Logging Options > Log Files
  6. Click the Select Download Log Files button
  7. Save the file and send it on to support. This is a compressed file with all the data included so it does not need to be compressed again.

How do I set my LM web management page to a different IP address?

By Default, eth0 is the address selected for the LM web management page (or shared IP in HA pair). To change this address, you must have at least one other interface configured with an IP address.

  1. Click on System Configuration > Miscellaneous > Remote Access
  2. In the Allow Web Administrative Access select the IP Address of the interface you want to use for WUI Management select yes.
  3. Once this is selected, the client will lose connection to the WUI management page as the old IP address has been changed to the new IP address.
  4. The WUI management page is now accessible over the new IP address on the other interface.

There is also an option to change the port that the WUI accesses over. This will require a reboot to apply the setting.

How many IP addresses do I need to set up a HA-pair?

At least three free IP addresses are needed to set up a HA-pair.

  • For a one-armed configuration, only one interface is configured. Two individual VIP addresses are set on each LM unit as their physical IP address, one address for your HA-1 and the other for your HA-2. The third IP address is set for the shared IP address which is the WUI management page and routing.
  • Additional addresses are needed if the customer wants to set up their HA-pair as a two-arm configuration and configure more interfaces. Each additional interface configured will require three free IP addresses per interface.

How do I find my access code on the WUI of a LM?

The Access-code is needed to generate a new licence for your LM unit. It is located:

  • Click on System Configuration > System Administration > Update Licence

The access code is located above the License Key

How do I create separate LM user account?

How do I create separate LM user account?

  1. Click on System Configuration > System Administration > User Management
  2. Enter in the username in the User field
  3. Set the users password in the Password field
  4. Click on the Add User button

You can set user permissions for each of the users by clicking on the Modify button in the Action section. This allows access to view/change real servers, VS, rules and allowing the user only on certain networks.
Once the permission is complete, click the Set Permissions button and your new user is created with the correct permissions.

There is also an option to delete users and reset passwords for users

What is the HA Virtual ID setting used for?

The HA Virtual ID can be found in System Configuration > Miscellaneous Options > HA Parameters > HA Virtual ID

  • The HA Virtual ID is a setting used for HA configuration. HA Virtual ID is a unique value that is set on both HA-units. The setting is used if you have more than one pair with a HA configuration. Any other HA-units will have to be configured with a different virtual ID number to distinguish between the different pairs. On each of the HA units by default, the HA virtual ID is assigned to ID 1. It is recommended to change this value to a random value between 1 and 255.

What does the SSL option re-encrypt do on a VS?

When SSL Acceleration is enabled on a VS, requests from clients will be sent to the VS encrypted. The LM will then decrypt the traffic and traffic from VS to the Real server will be unencrypted. When the Re-encrypt option is checked – requests from clients will be sent to the VS encrypted. The Loadmaster will then decrypt the traffic, so that we can see the Layer 7 information, the Loadmaster will then re-encrypt the traffic before sending it to the Real Server.

To enable the Re-encrypt option in the WUI View:

  1. Select the Virtual Services option
  2. Click on the View/Modify Services option
  3. Click the Modify button
  4. In the SSL Properties section enable the Reencrypt checkbox. The option is used if the customer wants to have encrypted traffic from the client to the LM and from the LM to the Real Server but enable the Loadmaster to view the Layer 7 information in the packet.

How do you add more interfaces to a VLM?

When first deploying a VLM, each VLM has two interfaces, eth0 and eth1. To add more interfaces on your VLM, extra Network Interface Cards need to be added to your VLM Machine. Creating and adding NIC's step by step process depends on which platform you are using, either VMware, Hyper-V etc.

The general method of adding extra NIC's is:

  1. Power down the VLM
  2. Edit the configuration of your VLM Machine
  3. Add the number of NIC's you want and assign static MAC addresses to the NIC's
  4. Power on the Machine

When the VLM Machine powers up, your VLM will have extra interfaces on the WUI

Is there a tool or feature on the LM where I can ping a client or IP Address?

There is a feature on the LM where you can enter in an IP address and it will send ICMP request to that IP address.

To access the feature:

  1. Select the System Configuration > Logging Options > Log Files option
  2. Click on the Debug options button.
  3. Enter in the source IP address of the host in the Ping Host field.
  4. Click on the Ping button

After it has sent the request, it will show the results of the packets transmitted, received and errors.

How do I in enable the hover help on the LM?

In the LM WUI.

  1. Click on the System Configuration > Miscellaneous Options > Remote Access option.
  2. Enable the Hover Help checkbox.

Once enabled, hovering over an item on the WUI will result in a short description being displayed

Can I configure the LM interfaces eth0 and eth1 of the same subnet?

No, you cannot do this. All interfaces configured on the LM must be on different subnets. Each of the LM interfaces are router interfaces and not switch ports so each interface configured must be in a different subnet to each other.

How do I receive notification of the latest firmware upgrades?

The best place to find notifications concerning any firmware upgrades will be to visit our News channel within our forums. This is located on our support site

  • Note: If the page doesn't display correctly, try a different browser or look into adding a RSS extension for your browser.

How do I receive the latest firmware for my LoadMaster?

For all currently supported customers, please contact support with the subject "Firmware Request". In the body of the email please include the serial number of the unit(s) you would like to upgrade, as well as the version of firmware your LoadMaster is currently running. It is advisable to check System Configuration > System Administration > Update Software to ensure that "Choose file" is selectable. If it is not you will need to request a new license.

When I attempt to upgrade the firmware on my LoadMaster, I receive the message " Update not permitted." How do I remedy this?

For all currently supported customers, please contact support with the subject "License Request". In the body of the email please include the serial number of the unit(s) you would like to upgrade, as well as their current associated use (Single, HA-1, HA-2).

If I upgrade the firmware on my LoadMaster but encounter problems, will I be able to revert to the previous state?

Yes, the LoadMaster will save your most previous version of firmware. You can revert to the previous version by navigating to your WUI:

  1. Select the System Configuration > System Administration > Update Software option.
  2. On the second line you will notice the alternate version of firmware your LoadMaster has stored.
  3. Click the Restore Software button to revert to this previous version of firmware.

Note: If you are reverting from version 6.0-xx to 5.1-xx, the configuration will revert to the state it was when it was originally upgraded to 6.0. Any changes made while at 6.0 will need to be repeated. Some features are new as of 6.0 and are not available in 5.1.

How can I determine what features have been added and what bugs have been fixed from version to version?

Please refer to our documentation page to consult the release notes specific to your LoadMaster and version of firmware.

Do you have a list of publicly known bugs in your general available firmware releases?

Yes, all known issues are included in the release notes found on our documentation page.

How do I know the current status of my LoadMaster’s support contract?

The best method to determine when the support contract ends on a specific LoadMaster unit is to e-mail our Sales Department at sales@kemptechnologies.com using the format listed below.

Subject: Support Contract Query
Body: Contact Name:
Company Name:
Serial Number of LoadMaster(s):

What if I do not want to balance my servers, but I would like the LoadMaster to provide tiered server redundancy?

This can be accomplished by selecting Fixed Weighting for your Scheduling Method within your virtual service. This will allow clients to only connect to the highest available weighted Real Server. If the preferred Real Server becomes unavailable, the next highest available weighted Real Server will be selected.

All weights of the Real servers must be different. To modify a specific server's associated weight, in the WUI:

  1. Select the Virtual Services option
  2. Click on the View/Modify Services option
  3. Click the Modify button on the selected service
  4. In the Real Servers section
  5. Click the Modify button associated with the relevant server
  6. Change the server’s weight in the Weight field.

I initially purchased a single LoadMaster, but now I am interested in purchasing a second unit to arrange them in a high availability pair. Is this possible and what would be the easiest way to accomplish this?

Upgrading to a high availability pair may be easier than you would think. It is recommended that you first create a backup of your LoadMaster configuration and potentially create a certificate backup if you had imported any certificates to your LoadMaster. Once you have received licensing for your second LoadMaster, navigate to the WUI of your single LoadMaster. Please note that as this procedure requires reboots. Additionally, initial HA pairing may induce a failover. For these reasons, it is strongly recommended not to do this during production hours. It is also strongly recommended that following successful pairing that failover be performed to confirm proper HA is taking place.

  1. Select the System Configuration > Miscellaneous Options > HA Parameters option.
  2. Select HA (First) Mode from the HA Mode drop down menu.
  3. Do not reboot when prompted.
  4. For each interface you have configured, navigate to: System Configuration > Interfaces > eth
  5. To ensure compatibility with your current real server configuration, change the 'HA Shared IP address' to the current interface address of your single unit. Add your HA1 address in the 'Interface Address' field. Add your HA2 address in the 'HA Partner IP address' field.
  6. Reboot to apply the changes.
  7. Once rebooted, review your IP settings.
  8. Once you are certain of your configuration, now you can add your HA2 unit to your network.
  9. Your LoadMaster is now ready to be paired. Next, connect the power cable and any network cabling that you will need for your setup. At this stage you can follow the standard procedure for setting up an HA2 device.
  10. Once both units are up and paired correctly, we recommend failing over the pair by rebooting the active unit. The standby unit should take over and have all configured virtual services. Once the first unit comes back up, reboot the secondary unit to ensure that failover works in both directions.