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For cPanel & WHM version 68

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

Overview

When you create a ticket with cPanel support, it is often necessary for support to access your server. The Grant cPanel Support Access interface uses the server authentication details in your ticket to automatically provide support with SSH access to your server. Your server must connect to the cPanel Customer Portal to transfer the authentication details. 

Log in

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

  1. Click Log in to cPanel Customer Portal. A new window will appear. 
  2. 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 access the cPanel Customer Portal directly.

Grant or Revoke cPanel support's access

The Grant or Revoke cPanel Support's Access section lists your Customer Portal account's open support tickets as well as the closed tickets for which you granted access. If the desired ticket is not displayed, 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 each ticket number and its status, as well as the following information:

Column

Description

Server

The server ID.

User

The login username.

SSH Info

The sshd IP address and port.

Granted

Support access status.

Allow access

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

  1. Locate the desired ticket number in the list.
  2. Click Grant in the row that corresponds to the server to which you wish to grant access.

Note:

When you click Grant, the system will check if it is configured to allow the root user to log in over SSH. If SSH root login is disabled, the system will create a temporary user in the wheel group, and assign the SSH key to that user for cPanel Support's access.

Important:

The server will automatically whitelist cPanel Support's IP addresses to following services:

For more information about firewall configuration, read our How to Configure Your Firewall for cPanel Services documentation.

Note:

You can view cPanel Support's IP addresses below:

SSH connection test

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

The Grant or Revoke cPanel Support's Access section of the Grant cPanel Support Access interface.

Click Test to verify that your server's configuration will allow support to connect. 

SSH test statuses

This interface displays the following status information:

Status

Description

Success

All of the tests succeeded.

Timeout

The connection test timed out for your server.

Escalate

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

Auth

Authentication failed during connection to your server. 

Unreachable

Your server is unreachable.

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. 

Ticket System TimeoutThe cPanel Ticket System failed to respond.

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 Grant cPanel Support Access interface creates in the Manage root's SSH Keys interface (WHM >> Home >> Security Center >> Manage root's SSH Keys).
  • The transactional log for the Grant cPanel Support Access interface exists in the /var/cpanel/logs/supportauth/audit.log file. This file only logs changes from the Grant cPanel Support Access interface.