What information should I provide when opening a support case for Ansible Automation Platform 2.5 or newer versions?

Solution Verified - Updated

Environment

  • Ansible Automation Platform 2.5 or greater

Issue

  • Not sure what information should be included when first opening a support case
  • Need to get the quickest resolution possible

Resolution

General

Provide a sosreport for each server in the Ansible Automation Platform environment (e.g. Gateway, Automation Controller, Automation Hub, Database, and Execution Nodes).

For containerized installations please use this variation of the command:

# sos report -k aap_containerized.username=<the user created for the installation> --all-logs

Or use the following playbook command:

$ ansible-playbook -i <path_to_inventory_file> ansible.containerized_installer.log_gathering

To provide additional log files per component's container, please refer to this commands:

journalctl CONTAINER_NAME=AAP_container_name > AAP_container_name.txt

To see the list of available container names you can check the results of this command from the containerized user:

$ podman ps -a --format="{{.Names}}"

After creating the sosreports, provide the outputs from the following API endpoints.

Platform Gateway

  • https://$GATEWAY_URL/api/gateway/v1/ping/
  • https://$GATEWAY_URL/api/gateway/v1/status/

Automation Controller

  • https://$GATEWAY_URL/api/controller/v2/ping/
  • https://$GATEWAY_URL/api/controller/v2/instances/
  • https://$GATEWAY_URL/api/controller/v2/settings/all/

Automation Hub

  • https://$GATEWAY_URL/api/galaxy/pulp/api/v3/status/
  • https://$GATEWAY_URL/api/galaxy/pulp/api/v3/tasks/

Installation / Upgrade Issues

In the event an issue occurred during an installation or upgrade of Ansible Automation Platform, then include the following.

  • The most recent setup.log logs which be can be found either in the same directory as the setup.sh script. The logs will be timestamped with the date that the installer was executed.

  • The inventory file used by the Ansible Automation Platform installer. This is usually found in the same directory as the setup.sh script. Be sure to remove any passwords before providing it to the support case.

  • For containerized installations please also refer to Appendix A. Troubleshooting containerized Ansible Automation Platform

  • For containerized installations please also provide the latest installation log, to isolate only the latest attempt you may also refer to this instructions: How to define a dedicated log file for containerized installations?

If you are experiencing an issue related to jobs (e.g. project updates, inventory updates, job execution, etc), then do the following.

Job Issues

  • Increase the verbosity of the job to highest level possible (e.g Connection Debug)
  • Re-run the job
  • Provide the output from the following API endpoints
    • https://$GATEWAY_URL/api/controller/v2/jobs/$JOB_ID/
    • https://$GATEWAY_URL/api/controller/v2/jobs/$JOB_ID/stdout/

Project Update Issues

  • In the Gateway settings enable Settings -> Job -> Edit -> Run Project Updates With Higher Verbosity
  • Re-sync the project
  • Provide the output from the following API endpoints
    • https://$GATEWAY_URL/api/controller/v2/project_updates/$PROJECT_UPDATE_ID/
    • https://$GATEWAY_URL/api/controller/v2/project_updates/$PROJECT_UPDATE_ID/stdout/

Inventory Source Update Issues

  • Increase the verbosity of the inventory source to highest level possible (e.g. Debug)
  • Re-sync the inventory source
  • Provide the output from the following API endpoints
    • https://$GATEWAY_URL/api/controller/v2/inventory_updates/$INVENTORY_UPDATE_ID/
    • https://$GATEWAY_URL/api/controller/v2/inventory_updates/$INVENTORY_UPDATE_ID/stdout/

User Interface Issues

If you are experiencing an issue with the user interface of any component in Ansible Automation Platform, then create a HTTP Archive (HAR) file.

Ansible Builder Issues

If you are experiencing an issue with building a custom execution environment, then include the following.

  • Provide all files used to create the custom execution environment (e.g execution-environment.yml, requirements.txt, requirements.yml, ansible.cfg, bindep.txt, context directory, etc)

  • Provide the version of ansible-builder

    ansible-builder --version

  • Re-run the build process with verbose output

    ansible-builder build --no-cache -v 3 | tee ansible-builder.log

  • Provide the ansible-builder.log file

SAML or Authentication Issues

If you are experiencing an issue with setting up an authentication method or SAML within Ansible Automation Platform or having issues with SAML authentication, then do the following.

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