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.

1. Create a support ticket

You can raise a support ticket using ZenDesk. Please open https://scalegrid.zendesk.com on a machine with internet access and login with the ZenDesk credentials shared by ScaleGrid.

You can file a new ticket and monitor progress on your existing tickets from the UI.

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 Support tab from the left hand panel
  • Select the Actions tab, and under it the Global Settings
The Global TabThe Global Tab

The Global Tab

  • 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 Personally Identifiable Information (PII) in the logs. By default ScaleGrid does not log any passwords or secrets in the logs. Once you are satisfied you can can upload the logs to ScaleGrid S3 bucket for review by the ScaleGrid support team.

If you have internet access on the controller, please use the UploadGatheredLogs action to upload logs. Otherwise, please raise a support ticket and we can help you out.

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 clusters.

To run this action:

  • Login as the root user
  • Go to the Support tab from the left hand panel
  • Enter the email ID of the user who owns the cluster which you need support with
  • Select the actions tab, and then 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.
Change the input to disable controller log collectionChange the input to disable controller log collection

Change the input to disable controller log collection

  • Click on submit
  • Wait for the action to report success
Running action - wait for completionRunning action - wait for completion

Running action - wait for completion

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's S3 bucket.

If you have internet access on the controller, please use the UploadGatheredLogs action to upload logs. Otherwise, please raise a support ticket and we will help you out.

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 ScaleGrid'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 the logs within 24 hours of ScaleGrid Support sharing the URL with you.

To run this action:

  • Validate that your ScaleGrid Enterprise Server can access the public internet
  • Login as the root user
  • Go to the Support 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
Insert URL obtained from ScaleGrid SupportInsert URL obtained from ScaleGrid Support

Insert URL obtained from ScaleGrid Support

  • 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
  • Update your support ticket and mention that the log has been uploaded.