==================
Reporting an Error
==================

This last section will explain what information needs to be given to the OSDx team when
reporting an error. Depending on the type of error, different information is required.
We will focus in four different categories: Crash Reports, Tech Support, Logs, and Configuration
and Examples.

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

If any crash report appears when running the previous command, please attach it to the ER description.

Tech Support Show
=================

The following operational command can be used for troubleshooting 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, reaching out and reporting the issue is crucial.
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.

Logs
====

The logs displayed at journal are also useful when an error occurs.
We recommend including it at the ER description, because
it gives OSDx members key information about what happenned at the device
when the error occurred. The following image shows a dummy example of some of the
aforementioned logs:

.. figure:: error-log.png
  :width: 400px

  *Dummy logs*

Apart from the log showing the error, having enough context on how the system flow was like 
before the error occurred is always very useful. Therefore, **having enough logs on what is happening is
always required**.

Configuration and Examples
==========================

In addition to logs, knowing the active configuration set when the error
occurred is also useful. The length of the configuration is irrelevant, but
**knowing how the OSDx device behaved at the time is always important**.

Having a brief example of the steps a user made is also beneficial, so that the error can be
easily replicated. **The more infomration provided, the better and faster the solution**.

.. note::

  Giving an OSDx member context and information on CPU and memory usage, the version and device used, the
  processes running at the moment an error happenned and whatever other information you can
  think of, will be always beneficial for both parties.