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Support access

By default, Looker analysts have administrator access to your Looker instance to help your developers and admins troubleshoot issues. If desired, you can now enable and disable Looker analysts’ access to your Looker instance on the Support Access page in the General section of the Admin menu.

If you have a customer-hosted Looker deployment, you must first enable Looker support to access your Looker application by adding Looker’s secure gateway IP address to your allowlist.

Viewing status in the Help menu

By default, access is enabled indefinitely, indicated by an infinity symbol in the Looker Help menu:

If access is disabled, then the help menu displays “Support Access: Off”. If access is enabled for only a specified amount of time, then the Help menu shows the remaining time enabled:

Setting and viewing status in the Admin section

You can also see whether support access is enabled next to the Support Access menu item in the Looker Admin section and in the Admin menu:

Looker admins are able to enable or disable support access. To give this ability to Looker developers, give them a role with the support_access_toggle permission (directly or through a group).

You can enable, limit, extend, and disable support access from the Support Access panel in the Looker Admin section:

The Support Access panel, like the Help menu, indicates whether support access is enabled, and for how long access is enabled. If support access is enabled indefinitely, that is indicated by the infinity symbol.

To enable or extend access

The buttons available to enable or extend access depends on your current status:

To disable access

If support access is enabled for any timeframe, you can disable support access by clicking Revoke access immediately. This will immediately log out all Support Access users.

Support access audit

The Support Access Audit section shows data about access to your Looker instance in the most recent 90 days, updated hourly.

The Changes to Support Access Settings panel lists the most recent events when your support access settings were changed, and includes:

The Recent Access panel shows information about which Looker analysts have recently accessed your Looker instance, including: