# Troubleshooting 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?

## 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.

```bash
$ sudo passwd pf9
```

{% tabs %}
{% tab title="Command" %}

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

{% endtab %}
{% endtabs %}

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

{% tabs %}
{% tab title="Command" %}

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

{% endtab %}
{% endtabs %}

{% tabs %}
{% tab title="Command" %}

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

{% endtab %}
{% endtabs %}

* 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](https://support.platform9.com/hc/en-us/requests/new?ticket_form_id=360000924873) for additional assistance.


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