documentation.suse.com / SUSE Edge Documentation / Troubleshooting / Collecting Diagnostics for Support

51 Collecting Diagnostics for Support

 

When contacting SUSE Support, providing comprehensive diagnostic information is crucial.

Essential Information to Collect
 

  • Detailed problem description: What happened, when did it happen, what were you doing, what is the expected behavior, and what is the actual behavior?

  • Steps to reproduce: Can you reliably reproduce the issue? If so, list the exact steps.

  • Component versions: SUSE Edge version, components versions (RKE2/K3, EIB, Metal3, Elemental,..).

  • Relevant logs:

    • journalctl output (filtered by service if possible, or full boot logs).

    • Kubernetes pod logs (kubectl logs).

    • Metal³/Elemental component logs.

    • EIB build logs and other logs

  • System information:

    • uname -a

    • df -h

    • ip a

    • /etc/os-release

  • Configuration files: Relevant configuration files for Elemental, Metal3, EIB such as helm chart values, configmaps, etc.

  • Kubernetes information: Nodes, Services, Deployments, etc.

  • Kubernetes objects affected: BMH, MachineRegistration, etc.

How to collect
 

  • For logs: Redirect command output to files (for example, journalctl -u k3s > k3s_logs.txt).

  • For Kubernetes resources: Use kubectl get <resource> -o yaml > <resource_name>.yaml to get detailed YAML definitions.

  • For system information: Collect output of the commands listed above.

  • For SL Micro: Check the SUSE Linux Micro Troubleshooting Guide documentation on how to gather system information for support with supportconfig.

  • For RKE2/Rancher: Check the The Rancher v2.x Linux log collector script article to run The Rancher v2.x Linux log collector script.

Contact Support. Please check the article available at How-to effectively work with SUSE Technical Support and the support handbook located at SUSE Technical Support Handbook for more details on how to contact SUSE support.