Frequently Asked Questions
Frequently Asked Questions
Section titled “Frequently Asked Questions”Find answers to common questions about the ARROW platform, device management, VPN, virtual machines, and more.
General Questions
Section titled “General Questions”What is ARROW and what does it do?
Section titled “What is ARROW and what does it do?”ARROW is a comprehensive device management platform that enables organizations to request, provision, manage, and monitor physical devices and virtual machines. It provides secure VPN connectivity, automated provisioning workflows, and integrations with third-party services for shipping, billing, and support.
What are the main components of ARROW?
Section titled “What are the main components of ARROW?”ARROW consists of three main components you’ll interact with:
- Arrow Console: Web-based management interface for device requests, user management, and monitoring
- Arrow Manager: On-device application for authentication and local management on physical devices
- Arrow Control: Web-based management platform for Arrow VMs, providing file management, terminal access, remote desktop (VNC), system monitoring, and security tool installation — accessible over the VPN
What is ARROW used for?
Section titled “What is ARROW used for?”ARROW is a modern web-based platform accessible through your browser. It uses industry-standard security and authentication through your organization’s identity provider, providing secure access to device management features.
Who should use ARROW?
Section titled “Who should use ARROW?”ARROW is designed for organizations that need to manage distributed devices for security testing, consulting engagements, or remote operations. It’s particularly suited for cybersecurity firms, IT consulting companies, and managed service providers.
User Management & Authentication
Section titled “User Management & Authentication”What user roles are available in ARROW?
Section titled “What user roles are available in ARROW?”ARROW supports three user roles:
| Role | Capabilities |
|---|---|
| Admin | Full system access, user management, organization settings, billing |
| Manager | Device management, client creation, device requests |
| User | View assigned devices, access via VPN, read-only to administrative functions |
Your role is assigned by your organization administrator.
How do I reset my password?
Section titled “How do I reset my password?”Password management is handled through your organization’s identity provider. Contact your organization’s IT administrator or use your identity provider’s self-service password reset feature. ARROW uses single sign-on (SSO), so you’ll use the same credentials you use for other work applications.
What is the difference between Admin and Manager roles?
Section titled “What is the difference between Admin and Manager roles?”Admins have full organizational control including user management, role assignment, and billing access. Managers can create clients and submit device requests but cannot manage users or access billing information. Both roles can manage devices and clients.
How does sign-in work in ARROW?
Section titled “How does sign-in work in ARROW?”ARROW uses single sign-on (SSO) through your organization’s identity provider. When you click Sign In, you’ll be redirected to your organization’s login page where you enter your regular work credentials. No separate ARROW password is needed.
Can I have multiple organizations?
Section titled “Can I have multiple organizations?”Yes, ARROW supports multi-tenant deployments where each organization has isolated data, separate VPN infrastructure, and independent user management. Contact your administrator for organization setup.
Device Requests & Management
Section titled “Device Requests & Management”How long does it take to provision a physical device?
Section titled “How long does it take to provision a physical device?”Physical device requests must be submitted at least 72 business hours prior to the project start date. This allows time for imaging, quality checks, and shipping. Last-minute requests may incur a $100 logistics charge for Next Day Air Early delivery.
Can I request multiple devices at once?
Section titled “Can I request multiple devices at once?”Physical device requests are submitted one at a time to ensure accurate configuration. Virtual appliances can be requested in batches of up to 10 VMs per submission.
What’s the difference between physical devices and virtual appliances?
Section titled “What’s the difference between physical devices and virtual appliances?”| Aspect | Physical Device | Virtual Appliance |
|---|---|---|
| Provisioning | Manual imaging + shipping | Automated, downloadable |
| Delivery | 3-5 business days | 10-15 minutes |
| Hardware | Dedicated Linux computer with cellular | Runs on your infrastructure |
| Return | Return shipping required | Instant cleanup |
How do I track my device shipment?
Section titled “How do I track my device shipment?”Once your physical device request is approved and shipped, tracking information is available in the Device Requests page. You’ll also receive an email with tracking details.
Can I extend or shorten my device request dates?
Section titled “Can I extend or shorten my device request dates?”Yes. Navigate to the Devices page, click the […] button for the device, and select Edit Request Details to adjust the start or end dates. See Device Requests for details.
What happens when my device request period ends?
Section titled “What happens when my device request period ends?”For physical devices, return shipping labels are generated and you’ll receive instructions for returning the device. For virtual machines, the VM is automatically cleaned up, VPN access is removed, and resources are released.
What is the auto-inventory feature?
Section titled “What is the auto-inventory feature?”Auto-inventory automatically detects and catalogs devices connected to your network, simplifying device management and tracking. See Auto-Inventory for configuration details.
Virtual Machines
Section titled “Virtual Machines”How long does VM provisioning take?
Section titled “How long does VM provisioning take?”Hosted virtual machines typically provision in 15-30 minutes. Downloadable virtual appliance images are available within 10-15 minutes after the build process completes.
What VM formats are supported?
Section titled “What VM formats are supported?”ARROW supports multiple VM formats:
| Format | Extension | Use Case |
|---|---|---|
| OVA | .ova | VMware and VirtualBox |
| QCOW2 | .qcow2 | QEMU/KVM and Proxmox |
| VHD | .vhd | Microsoft Azure |
| VMDK | .vmdk | Amazon Web Services (AWS) |
Can I request multiple VMs at once?
Section titled “Can I request multiple VMs at once?”Yes, you can request up to 10 virtual machines per submission. Provide unique names for each VM during the request process.
How do I access my provisioned VM?
Section titled “How do I access my provisioned VM?”After provisioning:
- Open the VPN client and ensure you’re connected
- Find the VM’s hostname or IP address in your device details page
- Connect via SSH or remote desktop using the credentials shown in your device details
See VPN Management for connection setup.
How do I monitor VM build progress?
Section titled “How do I monitor VM build progress?”You can track your VM status from the Device Requests page in the console. Click on your device request to view the current status: approved, provisioning, or ready. Contact support if your request shows unexpected delays.
What is the difference between virtual appliances and hosted VMs?
Section titled “What is the difference between virtual appliances and hosted VMs?”Virtual appliances are downloadable VM images you deploy on your own infrastructure (VMware, VirtualBox, etc.). Hosted VMs run on ARROW’s managed infrastructure and are automatically connected to the VPN with full lifecycle management included.
VPN & Networking
Section titled “VPN & Networking”How does the VPN work?
Section titled “How does the VPN work?”ARROW provides secure VPN connectivity that lets you access your devices from anywhere. When devices and VMs are provisioned, they’re automatically set up for VPN access. Your access to specific devices is managed based on which projects you’re assigned to.
How do I connect to the VPN?
Section titled “How do I connect to the VPN?”- Download the VPN client from your organization’s VPN management page in the console
- Install and open the VPN client
- Sign in with your organization credentials when prompted
- Once connected, you can access your assigned ARROW devices and VMs
For detailed instructions, see VPN Management.
What is network access control?
Section titled “What is network access control?”Network access control determines which users can access which devices via VPN. When you’re assigned as a consultant on a device or project, ARROW automatically grants you VPN access to the relevant devices. See Network Access Control.
Why can’t I access a device via VPN?
Section titled “Why can’t I access a device via VPN?”Common causes include:
- VPN client not connected - check that the VPN app shows you’re online
- Not assigned to the device - ask your manager to add you as a consultant on the device
- Device is offline - check the device status in the console
- Device not yet provisioned - wait for the device request to complete
See Troubleshooting for diagnostic steps.
Integrations
Section titled “Integrations”What third-party services does ARROW integrate with?
Section titled “What third-party services does ARROW integrate with?”ARROW integrates with various services for shipping, billing, and support:
| Service | Purpose |
|---|---|
| Shipping | Automated shipping label creation and tracking |
| Billing | Invoicing and customer management |
| Support | Customer support ticket management |
| Monitoring | Device metrics and performance monitoring |
| Location | GPS location tracking for devices |
| Notifications | Email notifications and communications |
These features are managed by your organization administrator through the Arrow Portal.
How do I configure integrations?
Section titled “How do I configure integrations?”Integration configuration is managed by your organization administrator. Once configured, integrations work automatically in the background to provide shipping, billing, and support capabilities. Contact your organization administrator if you need an integration enabled.
Where are integration credentials stored?
Section titled “Where are integration credentials stored?”Integration credentials are securely stored and encrypted. Credentials are only used server-side and are never exposed to users.
Can different organizations have different integration settings?
Section titled “Can different organizations have different integration settings?”Yes, each organization maintains its own integration configurations. This allows organizations to use their own shipping, billing, and support accounts while sharing the ARROW platform.
Arrow Manager
Section titled “Arrow Manager”What is Arrow Manager?
Section titled “What is Arrow Manager?”Arrow Manager is the client application installed on physical Arrow devices. It handles user authentication, device configuration, VPN connectivity, software updates, and virtual machine management on the device.
How does Arrow Manager differ from the Arrow Console?
Section titled “How does Arrow Manager differ from the Arrow Console?”The Arrow Console is the web-based management interface at /console for submitting requests, managing users, and monitoring devices. Arrow Manager runs locally on physical devices and manages device-level operations, authentication, and VPN connectivity.
How do I install Arrow Manager?
Section titled “How do I install Arrow Manager?”Arrow Manager comes pre-installed on all physical Arrow devices. It’s not available for separate installation. For VM management on your own infrastructure, use virtual appliances instead.
See Arrow Manager Overview for detailed information.
Troubleshooting
Section titled “Troubleshooting”How do I check my device request status?
Section titled “How do I check my device request status?”The Device Request Details page shows status updates for your request. Click on any device request to see its current state and any relevant messages. Note any error messages displayed and contact support if issues persist.
What should I do if my device request fails?
Section titled “What should I do if my device request fails?”- Check the Device Request Details page for any error messages
- Verify your request details are correct (dates, configuration options)
- Contact support with the error message and your request details
See Troubleshooting for additional guidance.
How do I report a bug or issue?
Section titled “How do I report a bug or issue?”Contact your organization’s ARROW administrator or reach out to VTEM Labs support at arrow@vtemlabs.com. Include:
- Description of the issue
- Steps to reproduce
- Any error messages
- Your organization and user information
Where can I get support?
Section titled “Where can I get support?”- Documentation: Comprehensive guides at Getting Started
- Email Support: arrow@vtemlabs.com
- Troubleshooting Guide: Troubleshooting
Billing & Licensing
Section titled “Billing & Licensing”How does licensing work in ARROW?
Section titled “How does licensing work in ARROW?”ARROW supports built-in license management for software deployment. Licenses can be assigned to devices and tracked through the console by your organization administrator.
How are device requests billed?
Section titled “How are device requests billed?”Billing details depend on your organization’s service agreement with VTEM Labs. Physical device requests may include imaging, shipping, and rental fees. Contact your administrator or arrow@vtemlabs.com for pricing information.
Export Compliance
Section titled “Export Compliance”Are there country restrictions for device shipments?
Section titled “Are there country restrictions for device shipments?”Yes, all device requests are subject to U.S. export control regulations. Certain countries may require additional review or be prohibited from receiving ARROW products. Contact support for country-specific restrictions.
What is the export compliance policy?
Section titled “What is the export compliance policy?”ARROW devices are subject to U.S. export laws including EAR and ITAR regulations. Shipping to restricted countries may require export licenses and may incur legal review fees and extended processing times.
Do I need special approval for international shipments?
Section titled “Do I need special approval for international shipments?”International shipments to countries outside standard export zones may require additional documentation and review. Your device request will indicate if special approval is needed. Contact VTEM Labs for guidance on specific destinations.
Still Have Questions?
Section titled “Still Have Questions?”If you can’t find the answer you’re looking for:
- Browse the complete Documentation
- Check the Troubleshooting guide
- Contact support at arrow@vtemlabs.com