Support Ticket Checklist

Checklist

If you encounter a crash or a stuck situation during any stage of the Onboard/Migrate, Manage, or Govern process, file a support ticket and attach or provide the following information in the ticket:

No.Item
1

Document the steps, in detail, that led to the problem:

  • What did you change/configure/add/delete and so forth. 
  • Are you installing a cloud security or monitoring tool that could possibly revert or change settings at any time?
  • Did you change the image map? Did you document your steps?
  • Did you add a new CCO? Did you document your steps?
  • Did you modify an CCO configuration? Did you document your steps?
  • Do you have the latest version of CloudCenter images installed on the new image map?
  • Do you have the same version of the CloudCenter images as the CloudCenter platforms?
2If the circle turns red in the Cloud Health & Status dashboard displayed above, go to your cloud dashboard and verify if the cloud is running for each cloud.
If it is down, work out that problem and verify that the light turns green again.
3If the cloud is fine and the problem is with the Tomcat service, restart the Tomcat service.
4Back up all logs and send all logs and snapshots that led to the problem.

Advanced Troubleshooting

No.Item
1

Run the jstack command on the server with the problem and save the logs to a file. Attach the saved file to your support ticket.

jstack TomcatServiceProcessID > LogFileName

2

Run the ps-efL command on the server with the problem and save the logs to a file. Attach the file to your support ticket.

ps-efL TomcatServiceProcessIDLogFileName

File a Support Ticket

Contact the CloudCenter Support Team by filing a support ticket.

 

 

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