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Artifacts to Upload to the Pivotal Cloud Cache (PCC) Support Cases

Environment

Pivotal Cloud Cache (PCC) all versions

Purpose

This article describes the artifacts to upload to PCC Support Cases.

Procedure

As a Pivotal Cloud Cache Enterprise Customer for any issue while opening a support case, gather and provide the logs as per following to the Pivotal Customer Support.

Logs required for issues related to upgrade and install failures

  • Obtain PCC Broker Logs by going to the Operations Manager. Select Pivotal Cloud Cache Tile and select Logs from Status.
  • The debug logs for the failed task can be accessed by running bosh -e <ENV> task <TASK_ID> —debug > <TASK_ID>_debug.log. How to get Task ID is described in the last section of this article.
  • Failed PCC service instance logs can be accessed by running bosh -e <ENV> -d <SERVICE_INSTANCE_ID> logs. How to get Service Instance ID is described in the last section of this article.

Logs and artifacts required for all the other issues

  • PCC Service instance logs can be accessed by running bosh -e <ENV> -d <SERVICE_INSTANCE_ID> logs. How to get Service Instance ID is described in the last section of this article.
  • GemFire statistics and log files can be obtained as described in the PCC docs. If the size of log and stats files is big, gfsh>export logs command will inform before downloading. gfsh>export logs command has various options to reduce the size of the zip file being download. Use the start-time and end-time options if the timeframe of the problem is known. The details of the command can be found in GemFire docs.

How to get Task ID and Service Instance ID

When Apply Changes fails, the Operations Manager log will tell the Task ID which failed along with the Service Instance GUID.

The log snippet in the Operations Manager will look like below. One can get the Task ID and Service Instance ID from there.

Last Operation
Status: create failed
Message: Instance provisioning failed: There was a problem completing your request. Please contact your operations team providing the following information:
service: p-cloudcache, service-instance-guid: sdf8c3569-4aab-4s57-8179-hg5303gdbc651, broker-request-id: 0b4eba99-e77d-4e26-a844-da11914b2f55, task-id: 45526, operation: create
Started: 2018-03-16T05:31:28Z
Updated: 2018-03-16T05:35:38Z

In this example, the Task ID is 45526 and the Service Instance ID is sdf8c3569-4aab-4s57-8179-hg5303gdbc651.

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