Chapter 11. Contacting Red Hat support for service
Chapter 11. Contacting Red Hat support for service If the information in this guide did not help you to solve the problem, this chapter explains how you contact the Red Hat support service. 11.1. Prerequisites Red Hat support account. 11.2. Providing information to Red Hat Support engineers If you are unable to fix problems related to Red Hat Ceph Storage, contact the Red Hat Support Service and provide sufficient amount of information that helps the support engineers to faster troubleshoot the problem you encounter. Prerequisites Root-level access to the node. Red Hat support account. Procedure Open a support ticket on the Red Hat Customer Portal . Ideally, attach an sosreport to the ticket. See the What is a sosreport and how to create one in Red Hat Enterprise Linux? solution for details. If the Ceph daemons fail with a segmentation fault, consider generating a human-readable core dump file. See Generating readable core dump files for details. 11.3. Generating readable core dump files When a Ceph daemon terminates unexpectedly with a segmentation fault, gather the information about its failure and provide it to the Red Hat Support Engineers. Such information speeds up the initial investigation. Also, the Support Engineers can compare the information from the core dump files with Red Hat Ceph Storage cluster known issues. 11.3.1. Prerequisites Install the debuginfo packages if they are not installed already. Enable the following repositories to install the required debuginfo packages. Example Once the repository is enabled, you can install the debug info packages that you need from this list of supported packages: Ensure that the gdb package is installed and if it is not, install it: Example Section 11.3.2, "Generating readable core dump files in containerized deployments" 11.3.2. Generating readable core dump files in containerized deployments You can generate a core dump file for {storage-product| 5 which involves two scenarios of capturing the core dump file: When a Ceph process terminates unexpectedly due to the SIGILL, SIGTRAP, SIGABRT, or SIGSEGV error. or Manually, for example for debugging issues such as Ceph processes are consuming high CPU cycles, or are not responding. Prerequisites Root-level access to the container node running the Ceph containers. Installation of the appropriate debugging packages. Installation of the GNU Project Debugger ( gdb ) package. Ensure the hosts has at least 8 GB RAM. If there are multiple daemons on the host, then Red Hat recommends more RAM. Procedure If a Ceph process terminates unexpectedly due to the SIGILL, SIGTRAP, SIGABRT, or SIGSEGV error: Set the core pattern to the systemd-coredump service on the node where the container with the failed Ceph process is running: Example Watch for the container failure due to a Ceph process and search for the core dump file in the /var/lib/systemd/coredump/ directory: Example To manually capture a core dump file for the Ceph Monitors and Ceph OSDs : Get the MONITOR_ID or the OSD_ID and enter the container: Syntax Example Install the procps-ng and gdb packages inside the container: Example Find the process ID: Syntax Replace PROCESS with the name of the running process, for example ceph-mon or ceph-osd . Example Generate the core dump file: Syntax Replace ID with the ID of the process that you got from the step, for example 18110 : Example Verify that the core dump file has been generated correctly. Example Copy the core dump file outside of the Ceph Monitor container: Syntax Replace MONITOR_ID with the ID number of the Ceph Monitor and replace MONITOR_PID with the process ID number. To manually capture a core dump file for other Ceph daemons: Log in to the cephadm shell : Example Enable ptrace for the daemons: Example Redeploy the daemon service: Syntax Example Exit the cephadm shell and log in to the host where the daemons are deployed: Example Get the DAEMON_ID and enter the container: Example Install the procps-ng and gdb packages: Example Get the PID of process: Example Gather core dump: Syntax Example Verify that the core dump file has been generated correctly. Example Copy the core dump file outside the container: Syntax Replace DAEMON_ID with the ID number of the Ceph daemon and replace PID with the process ID number. Upload the core dump file for analysis to a Red Hat support case. See Providing information to Red Hat Support engineers for details. 11.3.3. Additional Resources The How to use gdb to generate a readable backtrace from an application core solution on the Red Hat Customer Portal The How to enable core file dumps when an application crashes or segmentation faults solution on the Red Hat Customer Portal
subscription-manager repos --enable=rhceph-5-tools-for-rhel-8-x86_64-rpms yum --disablerepo='*' --enable=rhceph-5-tools-for-rhel-8-x86_64-debug-rpms ceph-base-debuginfo ceph-common-debuginfo ceph-debugsource ceph-fuse-debuginfo ceph-immutable-object-cache-debuginfo ceph-mds-debuginfo ceph-mgr-debuginfo ceph-mon-debuginfo ceph-osd-debuginfo ceph-radosgw-debuginfo cephfs-mirror-debuginfo dnf install gdb echo "| /usr/lib/systemd/systemd-coredump %P %u %g %s %t %c %h %e" > /proc/sys/kernel/core_pattern ls -ltr /var/lib/systemd/coredump total 8232 -rw-r-----. 1 root root 8427548 Jan 22 19:24 core.ceph-osd.167.5ede29340b6c4fe4845147f847514c12.15622.1584573794000000.xz ps exec -it MONITOR_ID_OR_OSD_ID bash podman ps podman exec -it ceph-1ca9f6a8-d036-11ec-8263-fa163ee967ad-osd-2 bash dnf install procps-ng gdb ps -aef | grep PROCESS | grep -v run ps -aef | grep ceph-mon | grep -v run ceph 15390 15266 0 18:54 ? 00:00:29 /usr/bin/ceph-mon --cluster ceph --setroot ceph --setgroup ceph -d -i 5 ceph 18110 17985 1 19:40 ? 00:00:08 /usr/bin/ceph-mon --cluster ceph --setroot ceph --setgroup ceph -d -i 2 gcore ID gcore 18110 warning: target file /proc/18110/cmdline contained unexpected null characters Saved corefile core.18110 ls -ltr total 709772 -rw-r--r--. 1 root root 726799544 Mar 18 19:46 core.18110 cp ceph-mon- MONITOR_ID :/tmp/mon.core. MONITOR_PID /tmp cephadm shell ceph config set mgr mgr/cephadm/allow_ptrace true ceph orch redeploy SERVICE_ID ceph orch redeploy mgr ceph orch redeploy rgw.rgw.1 exit ssh root@10.0.0.11 podman ps podman exec -it ceph-1ca9f6a8-d036-11ec-8263-fa163ee967ad-rgw-rgw-1-host04 bash dnf install procps-ng gdb ps aux | grep rados ceph 6 0.3 2.8 5334140 109052 ? Sl May10 5:25 /usr/bin/radosgw -n client.rgw.rgw.1.host04 -f --setuser ceph --setgroup ceph --default-log-to-file=false --default-log-to-stderr=true --default-log-stderr-prefix=debug gcore PID gcore 6 ls -ltr total 108798 -rw-r--r--. 1 root root 726799544 Mar 18 19:46 core.6 cp ceph-mon- DAEMON_ID :/tmp/mon.core. PID /tmp