Enabling Support Team Access

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We strongly recommend that you provide a means for the Looker Support team to access your Looker application. This helps us answer questions and resolve issues as quickly as possible. This document describes the most common options.

Whitelist

Our preferred option is to whitelist the traffic from our secure gateway IP address to your Looker application. Looker access to the secure gateway is strictly controlled and secured with multifactor authentication. For the IP address to whitelist, contact your Looker analyst or Looker support.

The destination will be your Looker application’s host and HTTPS port, generally 9999. This hostname/IP will need to be publicly routable from the internet. See this American Registry for Internet Numbers page for more information on private addresses.

SSH Tunnel

A SSH tunnel may be used to access your Looker instance, similar to how the Looker application can use a SSH tunnel to access your database.

The process is the same whether it is for Looker to access a database, or for Looker Support to access your Looker application. If you want to use your database SSH tunnel for Looker Support access as well, please notify your Looker analyst.

VPN

The details of providing access via VPN will depend on your VPN platform and configuration.

The destination will be your Looker application’s host and HTTPS port, generally 9999.

Other Options

If all of the above options do not fit within your access policies, or are technically impractical, the Looker support team will work with you to obtain the necessary troubleshooting information, usually via email at support@looker.com.

Next Step

After you have added Support Team access you’re ready to setup Looker monitoring.

Still have questions?
Go to Discourse - or - Email Support
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