Troubleshooting Advanced Remote Support Issues

Troubleshoot Advanced Remote Support (ARS) issues for Platform9 hosts with our guide. Learn to reset pf9 user passwords, check service statuses, and grant temporary access to Kubernetes worker nodes f

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?

Environment

• Private Cloud Director Virtualization - All Versions
• Private Cloud Director Kubernetes - All Versions

Procedure

• The pf9 user can have it's password expired or the account may become locked due to inactivity.

  • In such cases, perform the below steps as a root or a sudo user.

$ sudo passwd pf9

Command

$ sudo chage -d 0 pf9

• Ensure that the below services are Running and restart the service if it is failing.

Command

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

Command

$ systemctl restart <service-name>

• For the worker node VMs created in Kubernetes Clusters, Platform9 does not have direct access to these VMs.

  • To grant access to these VMs as well, a temporary arrangement can be made as below:
  • Create a user in the worker nodes by name pf9-support and assign a secured password to these VMs.
  • This password can then be shared with Platform9 Support Team securely through Support Ticket or other secured communication channels.

Additional Information

• If these steps prove insufficient to resolve the issue, kindly reach out to the Platform9 Support Team for additional assistance.