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Problem to grant access by WHM

Discussion in 'General Discussion' started by samuelmf, Apr 1, 2016.

  1. samuelmf

    samuelmf Well-Known Member

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    Hi, when i try to grant cpanel support by whm, when i click the button GRANT it shows me an error
    Error: Ticket ID “xxxxxxx” and Server “1” specify an unsupported root escalation method, using_su, for user “xxxxxx”

    How can i solve this?

    Thanks
     
  2. cPanelMichael

    cPanelMichael Technical Support Community Manager
    Staff Member

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    Hello :)

    Internal case CPANEL-5147 is open to address an issue where wheel user keys are not properly installed for support access, leading the error message you referenced. Please let us know if the following command allows you to grant access to our support department:

    Code:
    AUTHUSER=#wheelusername TICKET=#TicketNumber SERVERNUM=1 /scripts/autorepair authorize
    Thank you.
     
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  3. cPanelMichael

    cPanelMichael Technical Support Community Manager
    Staff Member

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    Hello,

    To follow up, the issue is now resolved. Wheel user keys are now properly installed when granting access to our support team.

    Thank you.
     
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