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101 lines
7.4 KiB
Plaintext
101 lines
7.4 KiB
Plaintext
:_mod-docs-content-type: ASSEMBLY
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include::_attributes/common-attributes.adoc[]
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[id="virt-collecting-virt-data"]
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= Collecting data for Red{nbsp}Hat Support
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:context: virt-collecting-virt-data
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toc::[]
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[role="_abstract"]
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When you submit a xref:../../support/getting-support.adoc#support-submitting-a-case_getting-support[support case] to Red{nbsp}Hat Support, it is helpful to provide debugging information for {product-title} and {VirtProductName} by using the following tools:
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// must-gather not supported for ROSA/OSD, per Dustin Row
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ifndef::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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must-gather tool::
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The `must-gather` tool collects diagnostic information, including resource definitions and service logs.
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endif::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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Prometheus::
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Prometheus is a time-series database and a rule evaluation engine for metrics. Prometheus sends alerts to Alertmanager for processing.
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Alertmanager::
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The Alertmanager service handles alerts received from Prometheus. The Alertmanager is also responsible for sending the alerts to external notification systems.
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//link needs to be added for HCP when available
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ifndef::openshift-dedicated,openshift-rosa-hcp,openshift-rosa[]
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For information about the {product-title} monitoring stack, see link:https://docs.redhat.com/en/documentation/monitoring_stack_for_red_hat_openshift/4.21/html/about_monitoring/about-ocp-monitoring[About {product-title} monitoring].
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endif::openshift-dedicated,openshift-rosa-hcp,openshift-rosa[]
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ifdef::openshift-dedicated,openshift-rosa[]
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For information about the {product-title} monitoring stack, see xref:../../observability/monitoring/about-ocp-monitoring/about-ocp-monitoring.adoc#about-ocp-monitoring[About {product-title} monitoring].
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endif::openshift-dedicated,openshift-rosa[]
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// This procedure is in the assembly so that we can add xrefs instead of a long list of additional resources.
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[id="virt-collecting-data-about-your-environment_{context}"]
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== Collecting data about your environment
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Collecting data about your environment minimizes the time required to analyze and determine the root cause.
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.Prerequisites
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//link needs to be added for HCP when available
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ifdef::openshift-dedicated,openshift-rosa[]
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* link:https://docs.redhat.com/en/documentation/monitoring_stack_for_red_hat_openshift/4.21/html/configuring_user_workload_monitoring/storing-and-recording-data-uwm#modifying-retention-time-and-size-for-prometheus-metrics-data_storing-and-recording-data-uwm[Set the retention time for Prometheus metrics data] to a minimum of seven days.
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* link:https://docs.redhat.com/en/documentation/monitoring_stack_for_red_hat_openshift/4.21/html/configuring_user_workload_monitoring/storing-and-recording-data-uwm#modifying-retention-time-and-size-for-prometheus-metrics-data_storing-and-recording-data-uwm[Configure the Alertmanager to capture relevant alerts and to send alert notifications to a dedicated mailbox] so that they can be viewed and persisted outside the cluster.
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endif::openshift-dedicated,openshift-rosa[]
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ifndef::openshift-dedicated,openshift-rosa,openshift-rosa-hcp[]
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* link:https://docs.redhat.com/en/documentation/monitoring_stack_for_red_hat_openshift/4.21/html/configuring_core_platform_monitoring/storing-and-recording-data#modifying-retention-time-and-size-for-prometheus-metrics-data_storing-and-recording-data[Set the retention time for Prometheus metrics data] to a minimum of seven days.
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* link:https://docs.redhat.com/en/documentation/monitoring_stack_for_red_hat_openshift/4.21/html/configuring_core_platform_monitoring/configuring-alerts-and-notifications[Configure the Alertmanager to capture relevant alerts and to send alert notifications to a dedicated mailbox] so that they can be viewed and persisted outside the cluster.
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endif::openshift-dedicated,openshift-rosa,openshift-rosa-hcp[]
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* Record the exact number of affected nodes and virtual machines.
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.Procedure
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// must-gather not supported for ROSA/OSD, per Dustin Row
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ifndef::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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. xref:../../support/gathering-cluster-data.adoc#support_gathering_data_gathering-cluster-data[Collect must-gather data for the cluster].
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. link:https://access.redhat.com/documentation/en-us/red_hat_openshift_data_foundation/latest/html-single/troubleshooting_openshift_data_foundation/index#downloading-log-files-and-diagnostic-information_rhodf[Collect must-gather data for {rh-storage-first}], if necessary.
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. xref:../../virt/support/virt-collecting-virt-data.adoc#virt-using-virt-must-gather_virt-collecting-virt-data[Collect must-gather data for {VirtProductName}].
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endif::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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ifndef::openshift-rosa-hcp[]
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. link:https://docs.redhat.com/en/documentation/monitoring_stack_for_red_hat_openshift/4.21/html/accessing_metrics/accessing-metrics-as-an-administrator#querying-metrics-for-all-projects-with-mon-dashboard_accessing-metrics-as-an-administrator[Collect Prometheus metrics for the cluster].
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endif::openshift-rosa-hcp[]
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//link needs to be added for HCP when available
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[id="virt-collecting-data-about-vms_{context}"]
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== Collecting data about virtual machines
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Collecting data about malfunctioning virtual machines (VMs) minimizes the time required to analyze and determine the root cause.
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.Prerequisites
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* Linux VMs: xref:../../virt/managing_vms/virt-installing-qemu-guest-agent.adoc#virt-installing-qemu-guest-agent-on-linux-vm_virt-installing-qemu-guest-agent[Install the latest QEMU guest agent].
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* Windows VMs:
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** Record the Windows patch update details.
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** link:https://access.redhat.com/solutions/6957701[Install the latest VirtIO drivers].
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** xref:../../virt/managing_vms/virt-installing-qemu-guest-agent.adoc#virt-installing-virtio-drivers-existing-windows_virt-installing-qemu-guest-agent[Install the latest QEMU guest agent].
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** If Remote Desktop Protocol (RDP) is enabled, connect by using the xref:../../virt/managing_vms/virt-accessing-vm-consoles.adoc#desktop-viewer_virt-accessing-vm-consoles[desktop viewer] to determine whether there is a problem with the connection software.
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.Procedure
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// must-gather not supported for ROSA/OSD, per Dustin Row
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ifndef::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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. xref:../../virt/support/virt-collecting-virt-data.adoc#virt-must-gather-options_virt-collecting-virt-data[Collect must-gather data for the VMs] using the `/usr/bin/gather` script.
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endif::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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. Collect screenshots of VMs that have crashed _before_ you restart them.
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. xref:../../virt/support/virt-collecting-virt-data.adoc#virt-generating-a-vm-memory-dump_virt-collecting-virt-data[Collect memory dumps from VMs] _before_ remediation attempts.
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. Record factors that the malfunctioning VMs have in common. For example, the VMs have the same host or network.
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// must-gather not supported for ROSA/OSD, per Dustin Row
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ifndef::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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include::modules/virt-using-virt-must-gather.adoc[leveloffset=+1]
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include::modules/virt-must-gather-options.adoc[leveloffset=+2]
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endif::openshift-rosa,openshift-dedicated,openshift-rosa-hcp[]
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include::modules/virt-generating-a-vm-memory-dump.adoc[leveloffset=+1]
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[role="_additional-resources"]
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[id="additional-resources_{context}"]
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== Additional resources
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* xref:../../virt/support/virt-support-overview.adoc#virt-support-overview[VM support overview]
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* link:https://access.redhat.com/solutions/2112[How to provide log files to Red Hat Support (Red Hat Knowledgebase)] |