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Pivotal Early Access Program Issues

Environment

 Product  Version
 Pivotal Elastic Runtime  Alpha, Beta, or Release Candidate versions
 Pivotal Ops Manager  Alpha, Beta, or Release Candidate versions

Purpose

This article discusses how to successfully address the issues related to Early Access Versions of certain products (Alpha, Beta, or RC) for the few customers that are a part of the Pivotal Early Access Program (EAP). The purpose is to show what information is required so that the Pivotal EAP team can address your issue in the quickest and most efficient manner possible. Please note that these early access issues should NOT be routed through Pivotal Support.

Instructions

Prerequisites

Before opening an issue, there are a few steps that Pivotal recommends you take:

  1. Check the “Early Access” product documentation (Note: you’ll need a username and password that can only be obtained if you are an EAP participant. Also, please ensure that you’re looking at the proper release version). We continuously update these documents throughout the release process.  
  2. Check our Knowledge Base. The Knowledge Base contains articles written by Pivotal Support Engineers, addressing many of the common issues that we have discovered while working with our PCF customers. You can browse or search the KB articles at the link above.
  3. Go to your customer Tracker to log an issue. If you do not have one, reach out to your EAP contact.

Opening an Issue

The process of opening an issue for the EAP is straightforward. However, knowing what questions to ask or knowing what information to include on the issue is not always easy. Consider using the following tips to increase the speed at which your issue is addressed.

Start with a Well-formed Title

Please start the problem by placing a one-sentence summary of the issue in the Tracker Story Title. For example, “Using Elastic Runtime 1.10.0.alpha2, the API calls return “0” values for running apps metrics.”

Use this Template

Please use the following template in the description field of any new issue you open in your Tracker:

OM version (if applicable):
ERT version:
Other Product(s) and Version(s):
Enhancement or Bug:
Summary of the Issue or Situation (attach screenshots as needed):
Details to reproduce (if needed):
Additional supporting details:
IaaS (AWS, Azure, GCP, Vsphere or Openstack):
Output from running `bosh vms`:
Output from running `bosh instances`:
Logs (if applicable and you have them):

Define the Problem

It's critical for the Pivotal EAP team to understand the nature and scope of the problem that you are experiencing. So, when opening an issue, please provide a precise description of the problem. We suggest that you include as much of the following information as possible: 

  • A brief description of the problem or enhancement request. Try to describe the symptoms clearly, carefully, and using proper terminology.
    • Here’s an example:
      • Don’t write: “There’s an issue with my cert.”
      • Do write: “The certificate that I configured for ERT 1.10 RC3 is untrusted.”
    • Here’s another example:
      • Don’t write: “My app is broken.”
      • Do write: “When I try to access my application when using ERT 1.10 RC3, it crashes, restarts and I see X in the logs.”
  • Include details about any relevant recent changes to the platform (e.g.: job settings, IaaS changes, etc.).
  • Indicate any articles that you have already read and any troubleshooting steps that you have already taken.
  • Indicate the impact and scope of this issue on your platform or the enhancement request you’d like to make.
    • If this is an issue, is the whole platform down or just part of it? Is one application failing or are all applications failing? Is one app failing to push or are multiple apps fail to push?
    • If this is an enhancement request, can you describe what the goal of the enhancement is? What’s the ideal workflow you’d like to see?
    • Accurately convey the impact and scope of the problem you see or the exact enhancement you’re looking for which will help the Pivotal EAP team to focus in on the desired result more quickly.

Include Supporting Information

Please include the following information when relevant:

  • List the software and full version numbers (x.y.z) being used. For PCF this would minimally include the version of the Ops Manager & Elastic Runtime, but it should also include any installed Service Tiles and their versions too.
  • List the IaaS being used and it's version information.
  • Provide any relevant details about the environment in which the problem is occurring. For example but not limited to: the load balancer being used, description of network layout, details about hardware & storage and/or any non-standard or unsupported changes that have been made to the platform, such as running OSS CF, running without Ops Manager, or running Custom Tiles.
    • Note: this should always be in a sandbox, testing, or pre-prod environment.
  • Include the exact message for any errors that you are seeing. Either copy and paste the message or take a screenshot of it.
  • Post screenshots of the Status page for each tile deployed in Ops Manager or the output of `Bosh vms --details` [link].
  • If any VMs on the Status pages are listed in red or if `Bosh vms` lists any VMs as "failing," obtain and attach logs from the problematic VMs. Instructions for obtaining logs can be found here [link].
  • Specifically, if you are having installation or upgrade problems:
    • Attach a copy of the most recent installation log.
    • If the installation fails to indicate that a particular Bosh task failed, run`bosh task <number> --debug` and attach the output.
  • Please also include the follow labels:
    • EAP-(yearquarter#) (example: EAP-2017Q2) - we’ll use this across trackers.
    • Issue - This will denote that the story is an issue.

A label for the product name of where the issue likely exists helps us to identify the main team(s) involved (elastic-runtime, Redis, ops manager, etc.).

Opening a Feedback Story

If you have Early Access Feedback on something, you’ve tried. You can follow most of the above directions with a few minor differences.

  • Also, please include the following label:
    • Feedback - This will denote that the story is a feedback (versus an issue).
  • Use the following for feedback description:
OM version (if applicable):
ERT version:
Other Product(s) and Version(s):
Summary of the Feedback (attach screenshots as needed):
Steps of the current experience:
Steps for the desired experience:
Additional supporting details:
IaaS (AWS, Azure, GCP, Vsphere or Openstack):

Additional Information

Here are some additional pointers for interacting with the Pivotal EAP Team Trackers.

  • Files up to 20M can be attached directly to the issue. Files over 20M can be attached to the issue if you split them into 20M chunks or if you feel comfortable you can put it in a google doc link. If you are concerned, please leave out the log and just mention you have it ready for us.
  • Please stick with standard formats when sending information to Pivotal. Upload files as plain text and screenshots as PNG, JPG or PDF. If possible, do not use rich text files or Microsoft Word documents.

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