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.

$ sudo passwd pf9

$ sudo chage -d 0 pf9

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

$ systemctl status pf9-hostagent

$ systemctl status pf9-comms

$ systemctl status pf9-sidekick

$ 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.