Server access will occasionally be requested so our Support Technicians can efficiently investigate your support concern for JetBackup 5 or JetBackup MC.
Below, you'll find a step-by-step guide to granting our Support Team temporary access to your server.
This article applies to:
- JetBackup 5 for cPanel/WHM, DirectAdmin, Plesk, InterWorx, Standalone Linux
- JetBackup 4 for cPanel/WHM, Standalone Linux *(EOL July 1st, 2024 - Support for JB4->JB5 migrations until 12/31/2024 - More info)
- JetBackup Management Console
Step 1 - How to Add/Authorize SSH Access
First, obtain the unique temporary SSH Key from the ticket auto response. This key and any login details you provide will be removed from our systems once the ticket is closed.
Step 2 - Authorize our Key on your Server:
cPanel & WHM:
- Navigate to "WHM > Security Center > Manage root's SSH Keys":
- Click "Import Key"
- Paste the SSH key from the Ticket Auto-Response into the box labeled: "Paste the Public Key in this box."
- Once Imported, Authorize our key by clicking "Manage Authorization" and selecting "Authorize".
- You can now proceed to Step 3 to add your server details to our secure form.
DirectAdmin:
- In the DirectAdmin "Admin Level," find the "SSH Keys" interface at
- Admin Level > Server Manager > SSH Keys
- Click "Paste Key" and paste the SSH Key in the "PASTE AUTHORIZED KEY" text box.
- Here is a screenshot of Authorizing the key in DirectAdmin:
- You can now proceed to Step 3 to add your server details to our secure form.
Plesk:
- Connect to your server via SSH as ROOT or use the "SSH Terminal" from "Plesk Admin > Tools and Settings > Resources > SSH Terminal"
- Using a text editor such as vi, vim, or nano, open the
/root/.ssh/authorized_keys
file - Paste the autogenerated SSH Key and ensure the key is on a new line.
- Save and close the text editor
- You can now proceed to Step 3 to add your server details to our secure form.
Linux (JBMC, No Control Panel, or Other Panel):
- Connect to your server via SSH as ROOT
- Using a text editor such as vi, vim or nano, open the
/root/.ssh/authorized_keys
file - Paste the autogenerated SSH Key and ensure the key is on a new line.
- Save and close the text editor
- You can now proceed to Step 3 to add your server details to our secure form.
Step 3 - Add your Server Details to our Secure Form
- To add your server credentials, navigate to your ticket via our client area: https://billing.jetapps.com/supporttickets.php
- Locate the "Remote Login Details" Widget on the left sidebar.
- Select "Add/Remove Credentials" then fill in your Server Access details (Name, IP Address, and SSH Port)
- Click "Save changes" at the bottom.
- Your credentials will now be added to our secure form for our Support and Development Team to access. These details are automatically deleted from our systems once the ticket is Closed.
Note: If using the unique autogenerated SSH Key, you can leave the root/wheel password fields blank. Only fill in the wheel user fields if required due to server configuration, i.e., servers with root login disabled may need to provide a wheel user for our support team to access the Server.
Once the unique SSH key for this ticket has been authorized, please reply to your ticket, letting the support team know your server IP and SSH Port and that access has been provided.
Once the issue is resolved, your credentials will be removed from our systems — please don't forget to revoke all access on your end as well!