.. _tech_support:

============
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:

* :osdx:op:`system coredump show`: Check if there are any crash reports. If so, provide 
  the list of crash reports.

*Example:*

.. code-block:: none

  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:

* :osdx:op:`tech-support show`: shows the tech support report.

*Example:*

.. code-block:: none

  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:

* :osdx:op:`tech-support export`: export the tech support bundle.

*Example:*

.. code-block:: none

  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 :osdx:op:`file show *` (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.