openshift-docs/support/index.adoc

:_mod-docs-content-type: ASSEMBLY
[id='support-overview']
= Support overview
include::_attributes/common-attributes.adoc[]
:context: support-overview

toc::[]

Red Hat offers cluster administrators tools for gathering data for your cluster, monitoring, and troubleshooting.

[id='support-overview-get-support']
== Get support
xref:../support/getting-support.adoc#getting-support[Get support]: Visit the Red Hat Customer Portal to review knowledge base articles, submit a support case, and review additional product documentation and resources.

ifndef::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
[id='support-overview-remote-health-monitoring']
== Remote health monitoring issues
xref:../support/remote_health_monitoring/about-remote-health-monitoring.adoc#about-remote-health-monitoring[Remote health monitoring issues]:
{product-title} collects telemetry and configuration data about your cluster and reports it to Red Hat by using the Telemeter Client and the {insights-operator}. Red Hat uses this data to understand and resolve issues in a _connected cluster_. Similar to connected clusters, you can xref:../support/remote_health_monitoring/remote-health-reporting-from-restricted-network.adoc#remote-health-reporting-from-restricted-network[Use remote health monitoring in a restricted network]. {product-title} collects data and monitors health using the following:
endif::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]

// Removed sentence on restricted networks, not supported in ROSA/OSD
ifdef::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
[id='support-overview-remote-health-monitoring']
== Remote health monitoring issues
xref:../support/remote_health_monitoring/about-remote-health-monitoring.adoc#about-remote-health-monitoring[Remote health monitoring issues]:
{product-title} collects telemetry and configuration data about your cluster and reports it to Red{nbsp}Hat by using the Telemeter Client and the {insights-operator}. Red{nbsp}Hat uses this data to understand and resolve issues in a _connected cluster_. {product-title} collects data and monitors health using the following:
endif::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]

* *Telemetry*: The Telemetry Client gathers and uploads the metrics values to Red Hat every four minutes and thirty seconds. Red Hat uses this data to:

** Monitor the clusters.
** Roll out {product-title} upgrades.
** Improve the upgrade experience.

* *{insights-operator}*: By default, {product-title} installs and enables the {insights-operator}, which reports configuration and component failure status every two hours. The {insights-operator} helps to:

** Identify potential cluster issues proactively.
** Provide a solution and preventive action in {cluster-manager-first}.

You can xref:../support/remote_health_monitoring/showing-data-collected-by-remote-health-monitoring.adoc#showing-data-collected-by-remote-health-monitoring[review telemetry information].

ifndef::openshift-rosa,openshift-rosa-hcp[]
If you have enabled remote health reporting, xref:../support/remote_health_monitoring/using-insights-to-identify-issues-with-your-cluster.adoc#using-insights-to-identify-issues-with-your-cluster[Using {red-hat-lightspeed} to identify issues with your cluster]. You can optionally disable remote health reporting.
endif::openshift-rosa,openshift-rosa-hcp[]

[id='support-overview-gather-data-cluster']
== Gather data about your cluster
xref:../support/gathering-cluster-data.adoc#gathering-cluster-data[Gather data about your cluster]: Red Hat recommends gathering your debugging information when opening a support case. This helps Red Hat Support to perform a root cause analysis. A cluster administrator can use the following to gather data about your cluster:

* *must-gather tool*: Use the `must-gather` tool to collect information about your cluster and to debug the issues.
* *sosreport*:  Use the `sosreport` tool to collect configuration details, system information, and diagnostic data for debugging purposes.
* *Cluster ID*: Obtain the unique identifier for your cluster, when providing information to Red Hat Support.
ifndef::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
* *Bootstrap node journal logs*: Gather `bootkube.service` `journald` unit logs and container logs from the bootstrap node to troubleshoot bootstrap-related issues.
endif::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
* *Cluster node journal logs*: Gather `journald` unit logs and logs within `/var/log` on individual cluster nodes to troubleshoot node-related issues.
* *Network trace*: Provide a network packet trace from a specific {product-title} cluster node or a container to Red Hat Support to help troubleshoot network-related issues.

[id='support-overview-troubleshooting-issues']
== Troubleshooting issues

A cluster administrator can monitor and troubleshoot the following {product-title} component issues:

ifndef::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
* xref:../support/troubleshooting/troubleshooting-installations.adoc#troubleshooting-installations[Installation issues]: {product-title} installation proceeds through various stages. You can perform the following:

** Monitor the installation stages.
** Determine at which stage installation issues occur.
** Investigate multiple installation issues.
** Gather logs from a failed installation.
endif::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]

* xref:../support/troubleshooting/verifying-node-health.adoc#verifying-node-health[Node issues]: A cluster administrator can verify and troubleshoot node-related issues by reviewing the status, resource usage, and configuration of a node. You can query the following:

** Kubelet's status on a node.
** Cluster node journal logs.

ifndef::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
* xref:../support/troubleshooting/troubleshooting-crio-issues.adoc#troubleshooting-crio-issues[Crio issues]: A cluster administrator can verify CRI-O container runtime engine status on each cluster node. If you experience container runtime issues, perform the following:

** Gather CRI-O journald unit logs.
** Cleaning CRI-O storage.

* xref:../support/troubleshooting/troubleshooting-operating-system-issues.adoc#troubleshooting-operating-system-issues[Operating system issues]: {product-title}  runs on Red Hat Enterprise Linux CoreOS. If you experience operating system issues, you can investigate kernel crash procedures. Ensure the following:

** Enable kdump.
** Test the kdump configuration.
** Analyze a core dump.
endif::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]

ifndef::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]
* xref:../support/troubleshooting/troubleshooting-network-issues.adoc#troubleshooting-network-issues[Network issues]: To troubleshoot Open vSwitch issues, a cluster administrator can perform the following:

** Configure the Open vSwitch log level temporarily.
** Configure the Open vSwitch log level permanently.
** Display Open vSwitch logs.
endif::openshift-rosa,openshift-rosa-hcp,openshift-dedicated[]

* xref:../support/troubleshooting/troubleshooting-operator-issues.adoc#troubleshooting-operator-issues[Operator issues]: A cluster administrator can do the following to resolve Operator issues:

** Verify Operator subscription status.
** Check Operator pod health.
** Gather Operator logs.

* xref:../support/troubleshooting/investigating-pod-issues.adoc#investigating-pod-issues[Pod issues]: A cluster administrator can troubleshoot pod-related issues by reviewing the status of a pod and completing the following:

** Review pod and container logs.
** Start debug pods with root access.

* xref:../support/troubleshooting/troubleshooting-s2i.adoc#troubleshooting-s2i[Source-to-image issues]: A cluster administrator can observe the S2I stages to determine where in the S2I process a failure occurred. Gather the following to resolve Source-to-Image (S2I) issues:

** Source-to-Image diagnostic data.
** Application diagnostic data to investigate application failure.

* xref:../support/troubleshooting/troubleshooting-storage-issues.adoc#troubleshooting-storage-issues[Storage issues]: A multi-attach storage error occurs when the mounting volume on a new node is not possible because the failed node cannot unmount the attached volume. A cluster administrator can do the following to resolve multi-attach storage issues:

** Enable multiple attachments by using RWX volumes.
** Recover or delete the failed node when using an RWO volume.

* xref:../support/troubleshooting/investigating-monitoring-issues.adoc#investigating-monitoring-issues[Monitoring issues]: A cluster administrator can follow the procedures on the troubleshooting page for monitoring. If the metrics for your user-defined projects are unavailable or if Prometheus is consuming a lot of disk space, check the following:

** Investigate why user-defined metrics are unavailable.
** Determine why Prometheus is consuming a lot of disk space.

////
----
* xref :../observability/logging/cluster-logging.adoc#cluster-logging[Logging issues]: A cluster administrator can follow the procedures in the "Support" and "Troubleshooting logging" sections to resolve logging issues:

** xref :../observability/logging/troubleshooting/cluster-logging-cluster-status.adoc#cluster-logging-clo-status_cluster-logging-cluster-status[Viewing the status of the {clo}]
** xref :../observability/logging/troubleshooting/cluster-logging-cluster-status.adoc#cluster-logging-clo-status-comp_cluster-logging-cluster-status[Viewing the status of {logging} components]
** xref :../observability/logging/troubleshooting/troubleshooting-logging-alerts.adoc#troubleshooting-logging-alerts[Troubleshooting logging alerts]
** xref :../observability/logging/cluster-logging-support.adoc#cluster-logging-must-gather-collecting_cluster-logging-support[Collecting information about your logging environment by using the `oc adm must-gather` command]
----
////

* xref:../support/troubleshooting/diagnosing-oc-issues.adoc#diagnosing-oc-issues[{oc-first} issues]: Investigate {oc-first} issues by increasing the log level.