For advanced troubleshooting, Netskope Support may require access to the underlying bash shell. By default, the nsadmin account is locked into the Configuration Wizard interface.
-
Access the Netskope AI Gateway Configuration Wizard using the CLI interface. For information on login details, see Signing in to the Appliance.
-
Select Manage CLI Shell Lock menu.
-
In the Manage CLI Shell Lock screen, check if the status of the Current status field Locked. Also, view the value in the One-time unlock ID field.
-
Provide the ID in the One-time unlock ID field to the Netskope Support or Engineering team. The team issues a one-time JWT token.
After the account is unlocked, the nsadmin SSH session will be forcibly disconnected. You can then log in to nsadmin again and access bash shell mode.
After debugging is complete, please lock the nsadmin account again. Call the API below to relock the account, and the nsadmin account will return to the AI Gateway Configuration Wizard in the CLI interface.
Command: curl -X POST http://localhost:56765/internal/mgmt/shell/lock