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Technical support

The pSeven SAS support team provides the expert level troubleshooting related to pSeven Enterprise. If you have questions or need to report an issue with pSeven Enterprise deployment, submit your support request to support@pseven.io. Before contacting support, we highly recommend that you:

When contacting support, be ready to provide the following information:

  • Issue description. Explain the symptoms of the issue, provide error messages or error output, attach screenshots, if any, associated with the issue you are facing. Also, describe the troubleshooting steps that you have already performed.
  • The installation log. The log file is named pseven⁠-⁠{YYYY.MM.DD}.log (see section Installation in the pSeven Enterprise deployment guide).
  • Diagnostic information. Follow the steps described below to obtain that information.

Gathering diagnostic information

Full diagnostic information is required to identify pSeven Enterprise deployment or maintenance issues. Perform all steps below, saving all command output for further analysis.

In the example commands below, pseven⁠-⁠rl and pseven⁠-⁠ns stand for the pSeven Enterprise release name and namespace. Those are example names used throughout the pSeven Enterprise administration guides. If you are using another names, replace pseven⁠-⁠rl and pseven⁠-⁠ns in example commands with the names that you actually use.

  • Get and save the output of the docker info command.

  • Get and save the output of the following command:

    kubectl get all -n pseven-ns -o wide

  • Get and save the output of the following command:

    kubectl get pods -n pseven-ns -o wide

    Check the output of this command to make sure that the state of all pods is Running or Completed. Also check the Ready condition and the restart count for each pod. If there are pods in other states (for example, Pending or Error), pods that are not ready, or pods with a high restart count, get and save the output of the following command:

    kubectl describe pods -n pseven-ns

    This command is used to gather detailed information about each pod.

  • Get and save the output of the following command:

    kubectl get nodes -o wide

    This command is used to gather summary information about the Kubernetes cluster nodes. Then, get and save the output of the following command:

    kubectl describe nodes

    This command is used to gather detailed information about each of the Kubernetes cluster nodes. Node details are required when resolving issues related to the lack of resources.

  • Get and save your pSeven Enterprise deployment configuration file (values.yaml):

    helm get values pseven-rl -n pseven-ns -o yaml > values.yaml

  • Get and save the full deployment logs using the following command:

    kubectl logs -n pseven-ns -f --max-log-requests=255 --prefix -l app.kubernetes.io/name=pseven --ignore-errors=true

  • Save installation log files from the shared data storage on the NFS file storage server. Shared data storage location is specified by the storage.shareddata.* parameters in the pSeven Enterprise deployment configuration file (values.yaml).

To gather diagnostic information for issues related to deployment of Windows extension nodes, perform the following steps on the computer designated as an extension node:

  • Check if the OpenVPN and Condor services are started. At a command prompt, enter the following commands:

    sc query OpenVPNService | find "STATE"
sc query condor | find "STATE"

    The output of each of these two commands should indicate that the service is started:

            STATE              : 4  RUNNING

  • Get and save the entire contents of the OpenVPN log folder %DA__P7__RELEASE_DIR%\OpenVPN\log.

  • Get and save the entire contents of the HTCondor log folder %DA__P7__TMP_DIR%\HTCondor\log.

  • Get and save the output of the following command:

    ipconfig /all