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How to provide Plesk Support Team with the SSH access to the server?

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Robert Asilbekov
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Plesk Onyx 17.8 for Linux kb: tools Plesk Obsidian for Linux

Applicable to:

  • Plesk Onyx 17.8 for Linux
  • Plesk Obsidian for Linux

Question

How to provide Plesk Support Team with the SSH access to the server?

Answer

  1. Log into Plesk

  2. Install the Support SSH Access extension going to Plesk > Extensions

    Note: The extension is only available for Plesk Onyx 17.8 for Linux and newer. For older versions refer to the manual solution.

  1. Navigate to Tools & Settings > Assistance and Troubleshooting section > Plesk Support SSH access

  2. Set up the user name for the Support Team account, and the access expiration time:

  3. Click on Copy access credentials button and provide the access information in the ticket, or over chat:

In case Plesk UI is not accessible

  1. Connect to the server via SSH

  2. Install the Support SSH Access extension from Plesk Extension Catalog:

    # plesk bin extension -i support-access

  3. Install the required packages:

    # plesk ext support-access --prepare

    Warning: In case CLI utilities fail with SQLSTATE[HY000] [2002] No such file or directory error, use the manual procedure instead: https://support.plesk.com/hc/en-us/articles/115000120205

  4. Set up the user name for the Support Team account, and the access expiration time:

    # plesk ext support-access --provide -user plesk_support -date 2019-04-01

  5. Copy the current access status and send it in the ticket:

    # plesk ext support-access --status
    Access status : Active
    Revoke date : 2019-04-01 09:49:18 (+00:00)
    User name : plesk_support
    Package status : Installed
    SSH Port : 22
    Server hostname : example.com

Comments

6 comments

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  • Avatar
    Ginger W Wofford

    I am trying to get the SSH details for my website as well. Will the process be the same?

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  • Avatar
    Daria Gavrilova

    Hello @Ginger W Wofford,

    Thank you for your question.

    If you are the Plesk admin, then to give the SSH access to Plesk domain's system user, please follow steps from the next article: How to give limited SSH access to Plesk domain's system user
    If you do not have the administrative access to Plesk, please contact your server's administrator or hosting company support that can manage your server.

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    Csaba Németh

    Should we allow the IP ranges for Plesk support (written here: https://support.plesk.com/hc/en-us/articles/115000120205) or the extension contains them?

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    Alisa Kasyanova

    @Csaba Németh
    When the extension is used, IP address of Plesk Support Team is added to the internal firewall (if an external firewall is used, such as Google Cloud Platform Firewall, manual intervention is required)

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    Klaas Runia

    It's hangs on 'Retrieving status...' with the spinning circle. Any suggestion how to get it to work?

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  • Avatar
    Ivan Postnikov

    Hello Klaas Runia

    Try generating it via CLI. A possible cause of such behavior might be network issue or some logs being too big.

    Technical report is usually requested by support. In case it's not being generated, a support engineer will request specific logs.

     

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