Articles in this section

How to provide Plesk Support with server access?

Vincent Lauton
Updated
Plesk for Windows DoNotDelete:docref Plesk for Linux Ideal kb: tools

Applicable to:

  • Plesk for Linux
  • Plesk for Windows

Question

How to provide Plesk Support with server access?

Answer

IP Address Restrictions and Firewall

PLESK_WARN: Access must be IP-restricted to the addresses listed below. Unrestricted access may be rejected or removed.

If there are firewall restrictions, whitelist these IP address ranges for ports 22 (Linux), 3389 (Windows), and 8443 (Plesk interface) on any internal and external firewalls.

CONFIG_TEXT: 195.214.233.0/24
194.8.192.130 
81.184.0.141 
208.74.127.0/28 
208.74.123.0/24 
184.94.197.2 
104.30.179.199 
104.30.174.141 
2a09:bac0:1001:68e::/64 
2a09:bac0:1000:16c2::/64 
2001:678:744::/64 
2620:0:28a4:4000::/52

Linux

 

ssh_access_extension.gif

  1. Log into Plesk
  2. Search for Support SSH Access
  3. Install and open the extension
  4. Press Save to create the credentials
  5. Copy access credentials and send them to a Plesk Support representative in a ticket or chat
     

Note: The extension uses SSH keys, so it won't share sensitive credentials, only the username and server hostname.

If Plesk is not accessible
  1. Log in to the Plesk server over SSH as root

  2. Run this command to install the Support Access extension and enable access for 14 days

    # plesk bin extension --install support-access && plesk ext support-access provide -user plesk_support -date $(date -d '+14 days' '+%F')

    Note: If the command above fails, run the following command instead to install our SSH keys directly:

    # sh <(curl https://raw.githubusercontent.com/plesk/kb-scripts/master/ssh_keys/script.sh || wget -O - https://raw.githubusercontent.com/plesk/kb-scripts/master/ssh_keys/script.sh)

  3. Send the access details to Plesk in a ticket or chat

  4. After the issue is resolved, revoke SSH access

    # plesk ext support-access revoke ; sed -i '/support@plesk.com/d' ~/.ssh/authorized_keys

Windows
  1. Connect to Plesk over RDP.

  2. Start Windows PowerShell and run the following command to whitelist the Plesk IP addresses

    PS New-NetFirewallRule -DisplayName "Plesk Support Access" -RemoteAddress @(
    "195.214.233.0/24", 
    "194.8.192.130", 
    "81.184.0.141", 
    "208.74.127.0/28", 
    "208.74.123.0/24", 
    "184.94.197.2", 
    "104.30.179.199", 
    "104.30.174.141", 
    "2a09:bac0:1001:68e::/64", 
    "2a09:bac0:1000:16c2::/64", 
    "2001:678:744::/64", 
    "2620:0:28a4:4000::/52" 
    ) -Direction Inbound -Action Allow

  3. Create a temporary password for the Administrator account to investigate current issue only

  4. Log in to the Plesk Help Center and send server access details in your ticket or chat
     

    Note: Plesk Help Center uses HTTPS, and verified server details are stored securely and automatically removed when the ticket is closed.

  5. Change the temporary password once the support incident is resolved
cPanel / WPB
  1. Log in to the server over SSH

  2. Run the following command to grant access using the Plesk Support SSH keys

    # sh <(curl https://raw.githubusercontent.com/plesk/kb-scripts/master/ssh_keys/script.sh || wget -O - https://raw.githubusercontent.com/plesk/kb-scripts/master/ssh_keys/script.sh)

  3. After the issue is resolved, revoke SSH access

    # sed -i '/support@plesk.com/d' ~/.ssh/authorized_keys

Was this article helpful?

Comments

9 comments
Date Votes
  • Avatar
    Wim Franken

    this is to much ..to handle ...

    3
  • Avatar
    Steven Maas

    What ports?

    2
  • Avatar
    George To

    You may need to update script
    from curl -L https://plesk.zendesk.com/hc/article_attachments/360003621494/id_rsa.pub
    to curl -L https://support.plesk.com/hc/article_attachments/360003621494/id_rsa.pub

    0
  • Avatar
    Hany Gadalla

    Do we have to generate a password for the user plesk_support ?

    1
  • Avatar
    Mirko Oberhof
    (Edited )
    • How to create a password for plesk_support
      I have installed Plesk Support via SSH. The user plesk_support will be created, but there will be NO password shown. Even if you go to Extensions > Support Access and click "copy access credentials". According to the support chat, this is expected. Don't worry about the "username : password" field in the ticket submission form.

    • Open IPs/ firewall
      Since the form asks for port 22, I just assume you have to open the given IPs for that very port. Except for the ones that specifically ask for another port, like ...x.x.x/48.
    0
  • Avatar
    Support Braintower

    Hallo Mirko

    Wir haben noch etwas versucht und wenn das funktioniert hat, brauchen wir hier keine weitere Fehlersuche mehr.

    Ich gebe dir Bescheid, wenn es funktioniert hat.

    Viele Grüße

    Markus

    0
  • Avatar
    Skäggbyrån
    (Edited )

    If you get the following error:
    > plesk bin extension --install support-access
    Error: must run as root.

    Then run the command with sudo:
    > sudo plesk bin extension --install support-access
    The extension was successfully installed.

    You need to SSH in to the machine with elevated access (through your company Google Cloud VM instance):
    https://console.cloud.google.com/compute/instances

    0
  • Avatar
    Digital 55

    Was given this link in an email. This does not address the issue at all.

    0
  • Avatar
    Salvatore Basso

    Hi,
    I solved it. My mistake was that I hadn't enabled:
    Create and manage sites

    Thanks for your help.

    0

Please sign in to leave a comment.