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How to provide Plesk Support with server access

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Alexander Tsmokalyuk
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Plesk for Windows DoNotDelete:docref Plesk for Linux ABT: Group B Ideal kb: tools

Applicable to:

  • Plesk for Linux
  • Plesk for Windows

Question

How to provide Plesk Support with server access?

Answer

 

For Plesk on Linux

 

  1. Log in to Plesk.

  2. Install the Support SSH Access extension from the Extensions menu.


    Install the Support SSH Access extension at Plesk > Extensions

  3. Go to Tools & Settings > Plesk Support SSH Access (under Assistance and Troubleshooting).

  4. Specify the expiration date for SSH access (by default, the access is granted for 5 days) and click OK.


    Screenshot_2021-10-07_at_16-09-37_Provide_access_to_Plesk_Support_-_Plesk_Obsidian_18_0_38.png

  5. Click Copy access credentials and send the access details to a Plesk Support representative in a ticket/chat:


    Copy access credentials

 

For Plesk on Linux (in case Plesk interface is not accessible)

 

  1. Connect to a Plesk server via SSH.

  2. 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.

  3. Generate the SSH access that will be valid for the next 5 days:

    # plesk ext support-access provide -user plesk_support -date $(date -d '+5 days' '+%F')

  4. Send the access details to a Plesk Support representative in a ticket/chat.

    • To revoke the SSH access manually, run:

      # plesk ext support-access revoke

 

If Support SSH Access is not available:

Run the following command to activate the SSH access using the Plesk SSH Support Key:

# sh <(curl https://support.plesk.com/hc/en-us/article_attachments/17698566341655 || wget -O - https://support.plesk.com/hc/en-us/article_attachments/17698566341655)

    • To remove the Plesk SSH Support Key, run:

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

 

For Plesk on Windows Server

 

Create a rule in Windows Firewall that will allow connections to your Windows Server from Plesk Support IP addresses:

  1. Connect to a Plesk server via RDP.

  2. 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", "2001:678:744::/64") -Direction Inbound -Action Allow

  3. 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.

 

For cPanel and WPB Standalone servers

  1. Connect to a server via SSH.

  2. Run the following command to activate the SSH access using the Plesk SSH Support Key:

    # sh <(curl https://support.plesk.com/hc/en-us/article_attachments/17698566341655 || wget -O - https://support.plesk.com/hc/en-us/article_attachments/17698566341655)

      • To remove the Plesk SSH Support Key, run:

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

 

Note: If an intermediate firewall is used (such as Google Cloud Platform Firewall), the rules should also be added there. For more information, refer to the product documentation.

Plesk Support uses the following IP address ranges to connect to Plesk servers:

  • 195.214.233.0/24
  • 194.8.192.130
  • 81.184.0.141
  • 208.74.127.0/28
  • 2001:678:744::/64

 

Comments

7 comments

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  • Avatar
    Wim Franken

    this is to much ..to handle ...

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  • Avatar
    Steven Maas

    What ports?

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  • 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

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  • Avatar
    Unknown User

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

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  • 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.
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  • 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

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  • 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

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