What information is required for Red Hat Global Support Services to troubleshoot a High Availability or Resilient Storage issue?

Solution Verified - Updated

Environment

  • Red Hat Enterprise Linux (RHEL) 5, 6, 7, or 8 with the High Availability or Resilient Storage Add On

Issue

  • I have an issue with my cluster or my GFS2 filesystem. What data do I need to collect to give to Red Hat support?
  • I have an issue with my High Availability or Resilient Storage host. What data do I need to collect to give to Red Hat support?
  • I want to open a support case regarding my High Availability or Resilient Storage cluster. What should I gather?
  • sosreport hangs when running in a cluster. What else can I get to help Red Hat diagnose my issue?

Resolution

Support Subscriptions


For support of any Red Hat Enterprise Linux cluster issue, an active subscription for the *High Availability Add-on* or *Resilient Storage Add-on* is required. [Please contact Red Hat for more information or to obtain support subscriptions](https://access.redhat.com/site/support/contact/Sales/).

Gathering Technical Data


In order to troubleshoot a *High Availability* or *Resilient Storage* issue, Red Hat support requests the following pieces of information whenever possible:

  • sosreports from all nodes in the cluster so that the cluster can be analyzed as a whole. When collecting the sosreport, it may be helpful to disable the plugin psacct to prevent certain log files from being collected which can be very large on some systems. 

      # sosreport --skip-plugins psacct

 + [Additional plugins may need disabling if `sosreport` ends up blocking](/site/solutions/203643).  In many situations where the cluster is currently experiencing issues, the following can allow `sosreport` to bypass those problems and complete:

      # sosreport --skip-plugins devicemapper,startup

  • A detailed description of what has been observed, the time and date of the event or occurrence, and the location (node) where it occurred

  • Any steps that were observed to trigger or precede the event or occurrence, being as detailed as possible


When troubleshooting `GFS2` cluster related issues then the following items are requested in addition to the items above:

  • A description of the file system contents as they are logically laid out and organized

  • The way in which applications or commands access the GFS2 filesystem in question, and how it is used.

  • If a GFS2 filesystem is hanging or it appears that access to the file system is very slow then collect GFS2 hangdata in addition to the sosreports from all the cluster nodes in the cluster.

Gathering Data in Cases Where sosreport is Unavailable


In certain cases where security restrictions prevent collection of `sosreports`, or where `sosreport` does not complete successfully, a smaller subset of information can be provided to begin the diagnostic process (although more information will often be required eventually). In these cases, collect the following from all nodes:
  • /etc/cluster/cluster.conf for cman-based clusters
  • crm_report for pacemaker-based clusters. See the manpage for usage details.
  • /etc/lvm/lvm.conf (if using lvm2 and/or lvm2-cluster for shared storage within the cluster)
  • /var/log/messages covering the time period relevant to the event or occurrence in question

Additional data will likely be requested by Red Hat support depending on the nature of the specific issue.

Additional data will be required to determine cluster token loss or why node was fenced

What can I do to determine what caused the token to be lost and/or a node to be fenced in my RHEL 5 High Availability cluster?
What can I do to determine what caused "A processor failed, forming new configuration" and/or a node to be fenced in a RHEL 6 or 7 High Availability cluster?

Other Cluster Products


For issues related to clusters besides those running the RHEL High Availability or Resilient Storage Add Ons, such as Veritas, Oracle RAC, or others, the specific information required will depend on the nature of the issue or question. Contact the vendor of that product or Red Hat Global Support Services for further information.
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