Tech Support

After all checks have been carried out and the relevant logs have been duly analyzed, non-solved issues can be escalated to the tech support team. In order to give feedback to the tech support team, the following information should be provided:

Crash Reports

It is important to check if any have been generated in the system. To do so, run the following operational command:

  • system coredump show: Check if there are any crash reports. If so, provide the list of crash reports.

Example:

admin@osdx$ system coredump show
core.frrd.0.ccd3c0a6bbf74383b316cabae5cb10e3.12653.1714473014000000.lz4
core.frrd.0.ccd3c0a6bbf74383b316cabae5cb10e3.12668.1714473015000000.lz4
core.frrd.0.ccd3c0a6bbf74383b316cabae5cb10e3.12676.1714473015000000.lz4
core.frrd.0.ccd3c0a6bbf74383b316cabae5cb10e3.12660.1714473015000000.lz4
core.frrd.0.ccd3c0a6bbf74383b316cabae5cb10e3.12683.1714473016000000.lz4

Tech Support Show

The following operational command can be used for troubleshooting purposes before the issue is escalated. It allows the user to get a complete report on the state of the OSDx system:

Example:

admin@osdx$ tech-support show
...
----------------
>>>  VPN ike sa
----------------
CLI command: 'vpn ipsec show sa':
IPSec daemon is not running


----------------
>>>  VPN ike Status
----------------
CLI command: 'vpn ipsec show ike status':
IKE process is not running
...

Tech Support Export

When a crash report is generated, it is crucial to reach out and report the issue. There is a useful operational command that collects all required configuration settings and logs in a single file, which can be used to provide feedback to the development team.

To be able to provide the tech support bundle to the development team, the following operational command should be run:

Example:

admin@osdx$ tech-support export
Tech-support export operation completed successfully
Exported file stored at: running://support/TechSupport_20240430_110241.ots

As a result, the tech support bundle will be generated and stored under a directory accessible via file show <file> (to be shared with the development team).

Note

The tech support bundle is an encrypted file that contains required configuration settings and logs. It can also contain sensitive information, so do not share it with unauthorized personnel.