> For the complete documentation index, see [llms.txt](https://platform9.com/kb/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://platform9.com/kb/pcd-ts/generic/readme.md).

# 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.

```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.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://platform9.com/kb/pcd-ts/generic/readme.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `build a script that syncs our docs to a CMS` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.