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:

  • 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

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:

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, 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:

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.

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:

../../_images/error-log.png

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.