samuelmf

Well-Known Member
May 22, 2006
126
6
168
Perú
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
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,908
2,216
463
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.
 

cPanelMichael

Administrator
Staff member
Apr 11, 2011
47,908
2,216
463
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.
 

cPRex

Jurassic Moderator
Staff member
Oct 19, 2014
7,494
1,009
313
cPanel Access Level
Root Administrator
@CloudSecuritySol - I don't have a command that would unauthorized the access, but that work can be performed in the support access interface where you review the ticket. There is a revoke access tool when you're logged in and viewing the ticket that you can use, and that would remove the ability for us to access the machine.