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This document is for a previous release of cPanel & WHM. To view our latest documentation, visit our Home page.

For cPanel & WHM 11.44

(Home >> Support >> Grant cPanel Support Access)

Overview

When you create a ticket with cPanel support, it is often necessary to provide SSH access to your server. The Grant cPanel Support Access interface uses your ticket’s server authentication details to automatically provide support with SSH access to your server.

Log in

To establish a secure connection with the cPanel Customer Portal, perform the following steps:

  1. Click Log in to cPanel Customer Portal.
  2. A new window will appear. Enter your Customer Portal email address and password in the appropriate text boxes.
  3. Click Sign In. The Grant cPanel Support Access interface will display.


cPanel Customer Portal login window

Note:

You can also access the cPanel Customer Portal directly.

Grant or revoke cPanel support's access

The Grant or revoke cPanel support's access section lists all of the open support tickets for your Customer Portal account. The list also displays the closed tickets for which you granted access. If the list does not display the desired ticket, you may need to log in with a different Customer Portal account.

 

The Grant or revoke cPanel support's access section of the Grant cPanel Support Access interface.



This section lists the following information:

Column

Description

Ticket ID

The ID number for your support ticket.

Server

The server ID number.

User

The login username.

SSH Info

The SSHd IP address and port.

Allow access

To allow cPanel support to access your server, perform the following steps:

  1. Locate the desired ticket number in the list.
  2. Click Grant in the row that corresponds to that ticket.

    Important:

    You must allow the following IP addresses to connect on the appropriate SSHd port:

    • 208.74.125.2

    • 208.74.121.100

    • 208.74.121.101

    • 208.74.121.102

    • 208.74.121.103

    • 69.175.92.60

SSH connection test

After you grant access for a ticket, test the SSH configuration and login details.

To verify that you correctly configured your server to allow support to connect, click Test.

SSH test statuses

This section lists the following information:

Status

Description

Success

All of the tests were successful.

Timeout

The connection test timed out for your server.

Escalate

The configured user failed to escalate to root on your server.

Auth

Authentication failed during connection to your server. 

Unreachable

The system could not reach the server.

Refused

Your server refused the connection.

Protocol

A protocol level error occurred on your server.

Environment

Your server responded unexpectedly.

Unknown

An unexpected error occurred. 

Revoke access

To remove cPanel support's access to your server, perform the following steps:

  1. Locate the desired ticket number in the list. 
  2. Click Revoke in the row that corresponds to that ticket and account. 

Revoke access and remove a closed support ticket

Important:

Always remove access after you close a support ticket.

To revoke cPanel support's access to your server and remove a closed support ticket from the list, perform the following steps:

  1. Locate the desired ticket number in the list.

  2. Click Revoke and Remove in the row that corresponds to that ticket.
  3. A confirmation window will appear. Click OK.

 

 

Note:

  • You can view the SSH keys that the cPanel Support Access interface creates in the Manage root's SSH Keys interface (Home >> Security Center >> Manage root's SSH Keys).
  • The transactional log for the cPanel Support Access interface is in the /var/cpanel/logs/supportauth/audit.log file. This file only logs changes that you make from the cPanel Support Access interface.