If you believe that the problem will require a SolusVM Engineer to log in to your server via shell (telnet/ssh/RDP access) you may provide support with server access information. Before we can login to your server we will require you to agree with Plesk's Server Permission Policy. This will give us permission to log in to your server and perform repairs. Issue Resolution Time is normally less for cases where customer permitted Support to access the server.
Note: For security reasons, we strongly advise that you change your passwords when submitting them to our support team. After the problem is resolved, you can then reinstate your regular passwords. SolusVM Technical Staff does not retain your login information.
Providing with direct access:
Login to the Client Area and add server access as a reply to the ticket.
Note: Since Client Area uses https connection it is secure. After support engineer verifies server access, he removes a reply from ticket and put credentials to special field. This field is flushed then ticket goes to "closed" state.
Alternatively, you can avoid disclosing passwords by installing our public RSA SSH key into list of authorized keys. You can follow these steps to properly install them:
- Connect to the server via SSH
- Make sure PubkeyAuthentication is enabled in SSH configuration
# grep PubkeyAuthentication /etc/ssh/sshd_config
- Download our public SSH key:
# wget https://solus.zendesk.com/hc/article_attachments/360013515211/id_rsa.pub
- Add it to the list of authorized keys on your server for the appropriate user. By default, the list of authorized keys is located in
.ssh/authorized_keys.For example, for
rootuser the authorized keys are located in
/root/.ssh/authorized_keys. First, you need to make sure
.ssh/directory exists, for example for root user run this command to create
.ssh/directory and set correct permissions:
# mkdir /root/.ssh && chmod 700 /root/.sshThen, put the downloaded key to the
# cat id_rsa.pub >> /root/.ssh/authorized_keys && chmod 600 /root/.ssh/authorized_keys
Otherwise, you can use a script that will install it automatically:
Download the script:
# wget https://support.solusvm.com/hc/en-us/article_attachments/360014185632/install_accesskey.sh
Install public key:
# sh install_accesskey.sh add
Remove public key:
# sh install_accesskey.sh remove
Keys may be removed after conclusion of support incident.
NOTE: If remote access to the server is limited with firewall, please make sure that it is allowed from SolusVM Support IP addresses