Knowledge Base

How to provide Plesk Support with server access?

Question

How to provide Plesk Support with server access?

Answer

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

Note: If an intermediate firewall is used (such as Google Cloud Platform Firewall), the rules that allow these IPs to access the server should also be added there. For more information, refer to the product documentation of the firewall that is used on your server.

195.214.233.0/24
194.8.192.130
81.184.0.141
208.74.127.0/28
184.94.197.2
2001:678:744::/64
2620:0:28a4:4000::/52

Please make sure that the IP ranges above can reach at least TCP ports 22 (SSH on Linux), port 3389 (RDP on Windows) and 8443 (Plesk GUI) for the public IP address of your Plesk server.

Once the Plesk support IPs are allowed to access the server, follow the corresponding steps below:

Click on a section to expand

For Plesk on Linux

Log into Plesk
Go to Extensions, type Support SSH Access extension in the search box and install it.
Go to Tools & Settings > Plesk Support SSH Access (under Assistance and Troubleshooting).
Specify the expiration date for SSH access (by default, SSH access is granted for 5 days)
Press OK
Click Copy access credentials and send the access details to a Plesk Support representative as a reply to a ticket or chat:

Note: The extension uses SSH keys and does not make you share actual secret credentials (like a password or access token) to Plesk support personnel, but rather just the user name and server host name.

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

Connect to a Plesk server via SSH.
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.
Generate the SSH access that will be valid for the next 10 days:

# plesk ext support-access provide -user plesk_support -date $(date -d '+10 days' '+%F')
Send the access details to a Plesk Support representative in a ticket/chat.

Note: After the issue is resolved, to revoke the SSH access manually, run:

# plesk ext support-access revoke

If the Support SSH Access extension for Plesk is not available:

Run the following command on your server in order to allow SSH access for Plesk personnel via the Plesk SSH Support Key:

# sh <(curl https://raw.githubusercontent.com/plesk/kb-scripts/master/ssh_keys/script.sh || wget -O - https://raw.githubusercontent.com/plesk/kb-scripts/master/ssh_keys/script.sh)

Note: After the issue is resolved, to remove the Plesk SSH Support Key, run:

# sed -i '/[email protected]/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:

Connect to a Plesk server via RDP.
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", "184.94.192.0/20", "2001:678:744::/64", "2620:0:28a4:4000::/52") -Direction Inbound -Action Allow
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…