Support

This sections explains the flow of support actions on the ScaleGrid Enterprise server. To run any of these actions, you must have Two-Factor Authentication enabled as explained in the Quick Start Guide .

1. Create a support ticket

You can raise a support ticket from the ScaleGrid root console.

• Login as root user
• Go to the support tab and click on the link provided

• Please login with the ZenDesk credentials shared by ScaleGrid and use these credentials to file a new ticket and monitor progress on your existing tickets

2. Gather Controller Logs

This support action collects all relevant logs from your ScaleGrid Enterprise Server and puts them in a single folder on the controller. This folder location will be displayed in the Support Console once the action has completed.

This log gathering is useful when you suspect there is an issue with the ScaleGrid Enterprise Server setup.

To run this action ->

• Login as the root user
• Go to the advanced tab from the left hand panel
• Select the Actions tab, and under it the Global Settings

• Select the GatherControllerLogs action

• Click on submit
• Wait for the action to report success

Please inspect the location of the logs and validate that there is no PII information in the logs. By default ScaleGrid does not log any passwords or secrets in the logs. Once you are satisfied you can work with ScaleGrid support to upload logs to ScaleGrid S3 bucket. In order to upload these logs look at the UploadGatherLogs action.

3. Gather Cluster Logs

This support action collects all relevant logs from the database cluster and your ScaleGrid Enterprise Server, and puts them in a single folder on the ScaleGrid Enterprise Server host.

This is useful whenever there are any failures in one of the database custers.

To run this action ->

• Login as the root user
• Go to the advanced tab from the left hand panel
• Enter the email ID of the user who owns the cluster which you need support with

• Move to the actions tab, and the Cluster tab underneath
• Select the cluster you need support with

• Select the GatherClusterLogs action
• In case you do not wish to gather the ScaleGrid Enterprise Server logs, set the gatherServerLogs to false. This will collect logs from the database server(s) only.

• Click on submit
• Wait for the action to report success

Please inspect the location of the logs and validate that there is no PII information in the logs. By default ScaleGrid does not log any passwords or secrets in the logs. Once you are satisfied you can work with ScaleGrid support to upload logs to ScaleGrid S3 bucket. In order to upload these logs look at the UploadGatherLogs action

4. Upload Gathered Logs

Once the logs have been gathered, and you are ready to share the information with ScaleGrid Support you can use this support action to upload the logs to ScaleGri's S3 Bucket.

Before you start, you need to raise a support ticket to obtain the pre-signed upload URL. This URL will be valid for 24hours only, so please make sure to upload logs within 24 hours of ScaleGrid Support sharing the URL with you.

To run this action,

• Login as the root user
• Go to the advanced tab from the left hand panel
• Select the Actions tab, and under it the Global tab
• Select the UploadGatheredLogs action and provide the URL you were given in the text box, as the 'url' parameter

• If you wish to either suppress or force uploading of some component's logs, you can set the relevant option here -
  • uploadMySql: This is by default false. Setting it to true will cause the MySQL DB logs to be uploaded. This is necessary only to debug some specific issues - please set this to true only if ScaleGrid Support Team requested you to.
  • uploadRabbitMq: This is by default false. Setting it to true will cause the RabbitMq Server logs to be uploaded. This is necessary only to debug some specific issues - please set this to true only if ScaleGrid Support Team requested you to.
  • uploadClusterLogs: This is by default true. Set it to false if you wish to upload controller logs only
• Click on submit
• Wait for the action to report success

s* Update the support ticket mentioning log has been uploaded.