Obtaining Help from Cisco

Contacting Cisco Customer Support

If you cannot solve a problem after using the troubleshooting suggestions in this guide, contact a customer service representative for assistance and further instructions. Before contacting Cisco, collect the following information so that Cisco Customer Support can assist you as quickly as possible:

  • Version of Cisco Intercloud Fabric Provider Platform software that you are running

  • Contact phone number

  • Brief description of the problem

  • Brief explanation of the steps you have already taken to isolate and resolve the problem

After collecting this information, see Obtaining Documentation and Submitting a Service Request for information on how to submit a service request.

Obtaining Logs for Cisco Customer Support

If you contact Cisco Customer Support, you might need to provide logs for them to assist in determining the cause of the problem. In addition to system details, logs contain error codes generated by Cisco ICFPP.

The following procedures describe how to obtain logs for Cisco ICFPP:

Obtaining System Information

Cisco ICFPP can provide general or detailed system information, and can assist in troubleshooting issues. This information can also be helpful if you need to contact Cisco for technical support.

Procedure
    Step 1   In the Cisco ICFPP GUI, choose Administration > Support Information.
    Step 2   From the Support Information drop-down list, choose the required option as described in the following table:

    Option

    Description

    System Information (Basic)

    Displays status for system services, the Cisco ICFPP license, and accounts and resource usage.

    System Information (Advanced)

    Displays detailed system information including system configuration, running processes, memory usage, processor details, and task status.

    Show Log

    Displays the log that you select:

    • Infra Manager

    • Web Context Cloud Manager

    • Tomcat Log

    • Authenticator Log

    • Mail Delivery Log

    • Patch Log

    Download All Logs

    Downloads a zipped file of all logs.

    Debug Logging

    Enables debug logging and records up to 30 minutes of activity.

    Downloading Logs for HA and Cluster Environments

    Cisco ICFPP enables you to download the following logs associated with HA and cluster environments:

    • Infra Manager log

    • MySQL log

    • Apache Catalina log

    • OpenAPI log

    • Scalability log

    • HA log

    • Install log

    • System messages log

    If you select a log that is not applicable to your environment (for example, if you choose the HA log but HA is not configured in your environment), Cisco ICFPP will generate and download all logs except the one that does not apply.

    Procedure
      Step 1   In the Cisco ICFPP GUI, choose Administration > System, and click the Logs tab.
      Step 2   Check the check box for each log that you want to download, and click Download. A zipped file containing all requested logs is downloaded to your system.