Applicable to:
- Plesk for Linux
- Plesk for Windows
Question
How to provide Plesk Support with server access?
Answer
Plesk Support uses the following IP address ranges to connect to Plesk servers:
Note: If an intermediate firewall is used (such as Google Cloud Platform Firewall), the rules that allow these IPs to access the server should also be added there. For more information, refer to the product documentation of the firewall that is used on your server.
CONFIG_TEXT: 195.214.233.0/24
194.8.192.130
81.184.0.141
208.74.127.0/28
184.94.197.2
2001:678:744::/64
2620:0:28a4:4000::/52
Kasm workspaces uses different IP range 208.74.123.0/24 - so this needs to be allowed if using Firefox or Filezilla from Kasm.
Please make sure that the IP ranges above can reach at least TCP ports 22 (SSH on Linux), port 3389 (RDP on Windows) and 8443 (Plesk GUI) for the public IP address of your Plesk server.
Once the Plesk support IPs are allowed to access the server, follow the corresponding steps below:
Click on a section to expand
- Log into Plesk
- Go to Extensions, type Support SSH Access extension in the search box and install it.
- Go to Tools & Settings > Plesk Support SSH Access (under Assistance and Troubleshooting).
- Specify the expiration date for SSH access (by default, SSH access is granted for 14 days) and **press Save
** -
Click Copy access credentials and send the access details to a Plesk Support representative as a reply to a ticket or chat:
Note: The extension uses SSH keys and does not make you share actual secret credentials (like a password or access token) to Plesk support personnel, but rather just the user name and server host name.
- Connect to a Plesk server via SSH.
-
Install the Support SSH Access extension:
# plesk bin extension --install support-access
The extension was successfully installed.Note: If the command above fails, see If Support SSH Access is not available below.
-
Generate the SSH access that will be valid for the next 14 days:
# plesk ext support-access provide -user plesk_support -date $(date -d '+14 days' '+%F')
- Send the access details to a Plesk Support representative in a ticket/chat.
Note: After the issue is resolved, to revoke the SSH access manually, run:
# plesk ext support-access revoke
If the Support SSH Access extension for Plesk is not available:
Run the following command on your server in order to allow SSH access for Plesk personnel via the Plesk SSH Support Key:
# 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)
Note: After the issue is resolved, to remove the Plesk SSH Support Key, run:
# sed -i '/support@plesk.com/d' ~/.ssh/authorized_keys
Create a rule in Windows Firewall that will allow connections to your Windows Server from Plesk Support IP addresses:
- Connect to a Plesk server via RDP.
-
Start Windows PowerShell and run the following command:
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", "184.94.192.0/20", "2001:678:744::/64", "2620:0:28a4:4000::/52") -Direction Inbound -Action Allow
-
Log in to the Plesk Help Center and send server access details in your ticket/chat.
Note: Plesk Help Center uses HTTPS connection to prevent the interception of the data. Once the access to the server is verified by a Plesk Support representative, the server access details are removed from the ticket and put in the "Server(s) credentials" field. This field gets cleared when the ticket goes into the "closed" status.
- Connect to a server via SSH.
-
Run the following command on your server in order to allow SSH access for Plesk personnel via the Plesk SSH Support Key:
# 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)
Note: After the issue is resolved, to remove the Plesk SSH Support Key, run:
# sed -i '/support@plesk.com/d' ~/.ssh/authorized_keys
Comments
this is to much ..to handle ...
What ports?
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
Do we have to generate a password for the user 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.
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.
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
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
Was given this link in an email. This does not address the issue at all.
Hi,
I solved it. My mistake was that I hadn't enabled:
Create and manage sites
Thanks for your help.
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