Applicable to:
- Plesk Onyx 17.8 for Linux
Question
How to provide Plesk Support Team with the SSH access to the server?
Answer
Note: Technical support from Plesk company is provided for free only to Plesk's direct partners/resellers or for customers who purchased Plesk directly from Plesk online store. In all other cases support is provided by ISV provider/hoster/license reseller. Should you yet have a direct Plesk support it's available as paid option: How to get support directly from Plesk?
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Install the Support SSH Access extension from Plesk > Extensions with help of the article How to manage Plesk extensions (install, disable, remove, update).
Note: The extension is only available for Plesk Onyx 17.8 for Linux and newer. For older versions refer to the manual solution.
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Navigate to Tools & Settings > Assistance and Troubleshooting section > Plesk Support SSH access
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Set up the user name for the Support Team account, and the access expiration time:
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Click on Copy access credentials button and provide the access information in the ticket, or over chat:
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Connect to the server via SSH
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Install the Support SSH Access extension from Plesk Extension Catalog:
# plesk bin extension -i support-access
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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
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Set up the user name for the Support Team account, and the access expiration time:
# plesk ext support-access --provide -user plesk_support -date 2018-04-01
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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
I am trying to get the SSH details for my website as well. Will the process be the same?
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.
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?
@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)
It's hangs on 'Retrieving status...' with the spinning circle. Any suggestion how to get it to work?
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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