# Troubleshoot Advanced Remote Support Issues

## Problem

* Platform9 Support Team is unable to access the host using ARS even if ARS is enabled.
* How to troubleshoot ARS (Advanced Remote Support) issues for hosts so that Platform9 Support Team can access the hosts anytime for log analysis and initial troubleshooting?

## Steps to Troubleshoot

{% stepper %}
{% step %}
**Reset the pf9 user password (if expired or locked)**

Perform these steps as root or a sudo user.

{% code title="Reset pf9 password" %}

```bash
sudo passwd pf9
```

{% endcode %}

If the account is expired, force a password change on next login:

{% code title="Force password change" %}

```bash
sudo chage -d 0 pf9
```

{% endcode %}
{% endstep %}

{% step %}
**Ensure Platform9 services are running**

Check the status of the core Platform9 services on the host:

{% code title="Check service status" %}

```bash
systemctl status pf9-hostagent
systemctl status pf9-comms
systemctl status pf9-sidekick
```

{% endcode %}

If any service is failing, restart it:

{% code title="Restart a service" %}

```bash
systemctl restart <service-name>
```

{% endcode %}
{% endstep %}

{% step %}

#### Self-Hosted Installation

Following instructions apply to the [Self Hosted](/private-cloud-director/2026.1/getting-started/self-hosted.md#overview) version of Private Cloud Director. Ignore these if using the SaaS hosted version.

**Grant Temporary Access to Kubernetes Cluster Worker Nodes**

Platform9 does not have direct access to the on-premise management plane Kubernetes cluster worker nodes. To allow Platform9 Support to access these nodes temporarily:

* Create a user named `pf9-support` on the worker nodes and assign a secure password.
* Share that password securely with the Platform9 Support Team (for example, via a Support Ticket or other secure communication channel).
  {% endstep %}
  {% endstepper %}

{% hint style="info" %}
If these steps do not resolve the issue, kindly reach out to the Platform9 Support Team for additional assistance: <https://support.platform9.com/hc/en-us/requests/new?ticket\\_form\\_id=360000924873>
{% endhint %}


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