Information to provide when logging a support case

To allow us to provide quick and efficient support, we ask that customers provide as much information as possible when logging a ticket.

Below are some things that we find we typically need from customers when more information is needed.

Access

• SSH access to the affected node(s)
• Access to the Rancher UI
• The kubectl CLI and kubeconfig available for the related cluster(s)

Information to provide

• When did you first notice the issue? Please be as specific as possible, for example a time, date and timezone
• Is the issue related to Rancher, the management (local) cluster, or a downstream cluster managed by Rancher?
• Logs, screenshots, terminal output, error, etc. are very useful to assist troubleshooting:
  • System logs are almost always required when diagnosing an issue, you can generate these using the Rancher log collector script
  • For some issues it can help to capture traffic from the browser to the Rancher UI in a HAR file, the steps can be found here
  • To capture as much context about the issue as possible, a screenshot to demonstrate the issue, or a copy/paste or attachment of errors or terminal output that demonstrate the issue can greatly reduce the time to resolution
• What are the installed versions? For example, Rancher version, Kubernetes version of the affected cluster(s)?
  • The Rancher version can be found at the bottom left of the Rancher UI or by inspecting the container image tag of the Rancher pod/container
  • The Kubernetes version can be found by:
    • Navigating to the relevant cluster in the Rancher dashboard
    • Using kubectl get nodes
    • Standalone RKE clusters can be checked also with kubectl, and rke version --config <path to cluster.yml>
• If the issue is related to an upgrade of Rancher or Kubernetes, what were the previous versions?
• If the issue is related to a downstream cluster, which distribution and how was the cluster built? RKE1, RKE2, k3s, hosted provider, imported or custom?
• If the issue is related to Longhorn, please create a Longhorn log bundle as explained here, and attach it to the case.
• Are there any GitHub issues or previous support tickets you think are related?
• Are there any events that you think may correlate with the issue? For example, an infrastructure outage, host reboot, OS upgrade, Docker upgrade, network changes, configuration changes?
• Have you taken any corrective action or steps?