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Support Ticket Checklist

Checklist

If your deployment becomes disabled or unresponsive during either the Onboarding, Migrating, Managing, or Governing stage, file a support ticket.

To properly diagnose the situation, attach or provide the following information in your support ticket:

No.Item
1

Document the steps, in detail, that led to the your issue.

For example:

  • What did you change, configure, add, or delete?
  • Did you install an inconsistent or incompatible cloud security or monitoring tool that could possibly change your deployment settings?
  • Did you change the image map? If so, did you make note of your steps?
  • Did you add a new CCO? If so, did you make note of your steps?
  • Did you modify a CCO configuration? If so, did you make note of 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 platform?
2If the Cloud Health & Status circle on the dashboard turns red, verify if the subject cloud is operating and functional.
If the subject cloud is down, attempt to diagnose the issue and confirm that it is working again when the circle light turns green.
3

If the subject cloud is operational, the problem may be with your Tomcat service implementation.

Try restarting Tomcat to determine if this is the possible source of your issue.

4

Back up all of your deployment logs.

Send the relevant logs and snapshots to CloudCenter support for further diagnosis .

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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