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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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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?

  1. Log into Plesk

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

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

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

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

  5. 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 2018-04-01

  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

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    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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