Page tree
Skip to end of metadata
Go to start of metadata

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

For cPanel & WHM 11.46

(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 Login. 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 interface displays the following status information:

Column

Description

Server

The server ID number.

SSH Info

The SSHd IP address and port.

Ticket ID

The ID number for your support ticket.

User

The login username.

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:

This feature will attempt to allow cPanel support's IP addresses through server's firewall with iptables or by means of the ConfigServer Security & Firewall API. In addition, this feature will attempt to add cPanel support's IP addresses to the White List (Trusted IP List) table in the cPHulk Brute Force Protection interface (Home >> Security Center >> cPHulk Brute Force Protection). For this feature to function, you must allow the following IP addresses to connect to your server.

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 interface displays the following status 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 your 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.