Support - Frequently asked questions
How long does it take to install an online update?
This is a difficult question as the answer can be affected by factors like internet connection speed, the size of the download, and how busy the underlying shared storage device is (if it’s a VA). If you need help to estimate the duration of a change window, contact the Support team who will be able to assist.
How can I solve the ARP problem (Layer 4 DR only)?
When using Layer 4 DR mode you must solve the ARP issue as detailed in our Administration Guide.
I run nightly backups on all my virtual machines, can I do this on the load balancer too?
This is not advisable because, typically, the backup will momentarily pause the VA and this can cause problems with the heartbeat communication between HA clustered appliances. We have a couple of useful blogs detailing suggested ways to backup the Loadbalancer.org appliance(s) here: Backups, Backups, Backups! and How do I automate load balancer deployments?
If I want to update my old appliances, can I go straight to the latest version?
Our updates are incremental and so must be installed stepwise in sequence. However, for most deployments it is very easy to migrate to a newer Loadbalancer.org version, which can typically be achieved by importing the main settings file from the old to new appliances. Obviously, there are instances where the process may be more involved, in which case the worldwide Support team can be engaged.
I have multiple internet connections, can I use your product to balance connections between them?
No. What is being described here is a link balancer. Our product is used for processing traffic to two or more application servers to provide high availability, scalability and redundancy. We have a helpful blog post which goes into more detail here: Load balancing vs link balancing
What are the minimum requirements to run the VA (Virtual Appliance)?
By default, the Loadbalancer.org VA is set with 1 CPU core, 2 GB of RAM and an 8 GB storage device. The allocated resources can be increased as per your requirements and as the environment allows. Typically, for a production environment, we would recommend increasing the number of CPU cores to 2 and the RAM to 4 GB.
I have deployed a new load balancer, why can’t I login via SSH?
Since Loadbalancer.org v8.3.7, all hardware and virtual appliances are “locked-down by default”, meaning local console or remote SSH access is prohibited. This option can be disabled via the web interface, however, we would not suggest doing so unless it is required.
Does it matter which appliance I make the changes on?
Yes. Always make the changes on the Master appliance, even if it is operating in the ‘Passive’ role in an HA clustered deployment. By always making changes on the Master appliance, they are guaranteed to be replicated across to the peer appliance when configured.
Which is better – Layer 4 or Layer 7?
Both methods offer distinct advantages. Typically the best method will depend on the application being load balanced and the deployment environment. For more detailed information, please read What are the best load balancing methods and algorithms?
I want one real server to be used only when the others are not working. I’ve set the weight lower but the backup server still gets traffic. Why?
All real servers with a weight greater than zero (0) will receive traffic, and the higher the weight, the more traffic they get. Typically, if you want one real server to only be used when the other real servers are unavailable/not working, you could set this as the fallback server.
I can’t log in to my load balancer – help!
Don’t panic! In most situations we can work with you to regain access to the appliance. Our response will depend on which access method isn’t working, but in most scenarios, we can get you back in. Contact us for assistance.
Can I offload SSL on the load balancer?
- SSL Offloading
- SSL Bridging
How do we get the client source IP address in our web server logs?
There are several ways to answer this question with a load balancer.
- Layer 4 DR/NAT (HTTP & HTTPS): These load balancing modes are source IP address transparent by default.
- Layer 7 (HTTP): The insertion of XFF headers can be enabled for HTTP traffic. Then change the behavior in your webserver to log the XFF header.
- Layer 7 (HTTPS): You must additionally terminate the SSL and enable Proxy Protocol support. Then you can insert the XFF header to the unencrypted HTTP traffic and modify your webserver to log the XFF header.
*If all else fails then Layer 7 with two-arm TPROXY is fully transparent
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Open a ticket with our support team via the form below. For general queries contact us here.