Requesting technical support

To speed up the troubleshooting process done by the technical support team, please make sure that you cover the steps listed below.

1. Create a support ticket that describes the problem — include the software version and any relevant error messages — by either:
   • sending an email to support andrisoft.com, or
   • opening a ticket here.
2. Send us the URL of your Console and either:
   • activate the Console "support" account (see how), or
   • send us the Console "admin" password securely via the ticketing system.
3. In some cases we may need SSH access to your server(s). You can provide it by either:
   • installing our public key with the following commands:

     wget https://www.andrisoft.com/andrisoft_rsa.pub
     mkdir -p /root/.ssh && chmod 700 /root/.ssh
     cat andrisoft_rsa.pub >> /root/.ssh/authorized_keys

   • sending us the "root" password securely via the ticketing system.
4. As a precaution, we highly recommend allowing only our IPs to connect to your Console over the Internet. Please configure your firewall to permit access to your server(s) on ports 22 (SSH), 80 (HTTP) and 443 (HTTPS) from 84.242.12.180 and 2a02:1b8:10:245:a24f::1 (for IPv6-only networks). The old IPs 85.17.76.69 and 2001:1af8:4040:a00a:2::1 are no longer used.