Information to provide when logging a support case

This document (000020171) is provided subject to the disclaimer at the end of this document.

Situation

Context

To allow us to provide quick and efficient support, we ask that customers provide as much information as possible when logging a ticket.

Below are some things that we find we typically need from customers when diagnosing.

Assumptions

You have ssh access to the affected nodes and access to the Rancher UI

Information to provide

  • When did you first notice the issue?
  • Is the issue related to Rancher or a downstream cluster managed by Rancher?
  • What is the version of Rancher server and the affected cluster?
    • The Rancher version can be found at the bottom left of the Rancher UI or by inspecting the image version of the rancher container.
    • The k8s version can be found by navigating to the relevant cluster in the UI and looking for the Kubernetes Version string or can be retrieved with RKE: rke version --config <path to cluster.yml>
  • If the issue is related to an upgrade of Rancher or k8s, what versions did you come from?
  • If the issue is related to a downstream cluster, how was the cluster built? rke, hosted provider, imported or custom?
  • Are there any Github issues or previous support tickets you think are related?
  • Are there any events that you think may correlate with the issue? e.g., infrastructure outage, host reboot, os upgrade, docker upgrade, network changes, configuration changes?
  • Have you taken any corrective action and if so, what?
  • Logs to assist in debugging:
    • System logs are almost always required when diagnosing an issue, you can generate these using the Rancher log collector scripts.
    • For some issues it can help to capture traffic from the browser to the Rancher UI, as per the process found here .

      If any of the files above are too big to be uploaded to Zendesk, we can provide an alternate location

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:000020171
  • Creation Date: 09-Jul-2021
  • Modified Date:09-Jul-2021
    • SUSE Rancher

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