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Getting support for Red Hat Advanced Cluster Security for Kubernetes

This topic provides information about the technical support for Red Hat Advanced Cluster Security for Kubernetes.

  • The support-related information listed on this page is only applicable if you are a Red Hat customer.

  • If you are not a Red Hat customer, and you purchased the StackRox Kubernetes Security Platform before the acquisition. Red Hat will honor the StackRox support policy for its duration. For details, see Getting support for StackRox Kubernetes Security Platform.

If you experience difficulty with a procedure described in this documentation, or with Red Hat Advanced Cluster Security for Kubernetes in general, visit the Red Hat Customer Portal. From the Customer Portal, you can:

  • Search or browse through the Red Hat Knowledgebase of articles and solutions relating to Red Hat products.

  • Submit a support case to Red Hat Support.

  • Access other product documentation.

If you have a suggestion for improving this documentation or have found an error, please submit a Bugzilla report against the Red Hat Advanced Cluster Security for Kubernetes product for the Documentation component. Please provide specific details, such as the section name and Red Hat Advanced Cluster Security for Kubernetes version.

About the Red Hat Knowledgebase

The Red Hat Knowledgebase provides rich content aimed at helping you make the most of Red Hat products and technologies. The Red Hat Knowledgebase consists of articles, product documentation, and videos outlining best practices on installing, configuring, and using Red Hat products. In addition, you can search for solutions to known issues, each providing concise root cause descriptions and remedial steps.

Searching the Red Hat Knowledgebase

In the event of an Red Hat Advanced Cluster Security for Kubernetes issue, you can perform an initial search to determine if a solution already exists within the Red Hat Knowledgebase.

Prerequisites

  • You have a Red Hat Customer Portal account.

Procedure

  1. Log in to the Red Hat Customer Portal.

  2. In the main Red Hat Customer Portal search field, input keywords and strings relating to the problem, including:

    • Red Hat Advanced Cluster Security for Kubernetes components (such as etcd)

    • Related procedure (such as installation)

    • Warnings, error messages, and other outputs related to explicit failures

  3. Click Search.

  4. Select the Red Hat Advanced Cluster Security for Kubernetes product filter.

  5. Select the Knowledgebase content type filter.

Generating a diagnostic bundle

You can generate a diagnostic bundle and send that data to enable the support team to provide insights into the status and health of Red Hat Advanced Cluster Security for Kubernetes components.

The diagnostic bundle is unencrypted, and depending upon the number of clusters in your environment, the bundle size is between 100 KB and 1 MB.

Generating a diagnostic bundle by using the RHACS portal

You can generate a diagnostic bundle by using the system health dashboard on the RHACS portal.

Prerequisites

  • To generate a diagnostic bundle, you need read permission for the DebugLogs resource.

Procedure

  1. On the RHACS portal, select Platform Configuration → System Health.

  2. On the System Health view header, click Generate Diagnostic Bundle.

  3. For the Filter by clusters drop-down menu, select the clusters for which you want to generate the diagnostic data.

  4. For Filter by starting time, specify the date and time (in UTC format) from which you want to include the diagnostic data.

  5. Click Download Diagnostic Bundle.

Generating a diagnostic bundle by using the roxctl CLI

You can generate a diagnostic bundle by using the roxctl CLI.

Prerequisites

  • To generate a diagnostic bundle, you need read permission for the DebugLogs resource.

Procedure

  • Run the following command to generate a diagnostic bundle:

    $ roxctl central debug download-diagnostics

Submitting a support case

Prerequisites
Procedure

  1. Log in to the Red Hat Customer Portal and select SUPPORT CASES → Open a case.

  2. Select the appropriate category for your issue (such as Defect / Bug), product (Red Hat Advanced Cluster Security for Kubernetes), and product version (3.65, if this is not already autofilled).

  3. Review the list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that is being reported. If the suggested articles do not address the issue, click Continue.

  4. Enter a concise but descriptive problem summary and further details about the symptoms being experienced, as well as your expectations.

  5. Review the updated list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that is being reported. The list is refined as you provide more information during the case creation process. If the suggested articles do not address the issue, click Continue.

  6. Ensure that the account information presented is as expected, and if not, amend accordingly.

  7. Upload the generated diagnostic bundle and click Continue.

  8. Input relevant case management details and click Continue.

  9. Preview the case details and click Submit.