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

1

Reset the pf9 user password (if expired or locked)

Perform these steps as root or a sudo user.

Reset pf9 password

sudo passwd pf9

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

Force password change

sudo chage -d 0 pf9

2

Ensure Platform9 services are running

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

Check service status

systemctl status pf9-hostagent
systemctl status pf9-comms
systemctl status pf9-sidekick

If any service is failing, restart it:

Restart a service

systemctl restart <service-name>

3

Self-Hosted Installation

Following instructions apply to the 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).

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