Chapter 12. Logging and Reporting Problems

This chapter provides information on how to log and report problems in Red Hat Satellite Server, including information on relevant log files, how to enable debug logging, how to open a support case and attach the relevant log tar files, and how to access support cases within the Satellite web UI.

You can use the log files and other information described in this chapter to do your own troubleshooting, or you can capture these and many more files, as well as diagnostic and configuration information, to send to Red Hat Support if you need further assistance.

12.1. Debug Logging

Debug logging provides the most detailed log information and can help with troubleshooting issues that can arise with Satellite 6.5-beta and its components. It is also possible to enable or disable individual loggers for selective logging.

12.1.1. Enabling Debug Logging

In the Satellite CLI, enable debug logging to log detailed debugging information for Satellite 6.5-beta.

Procedure

  1. Edit the /etc/foreman/settings.yaml file.

    1. Change the logging level to "debug":

      :logging:
        :level: debug
    2. Select individual logging types:

      :loggers:
        :ldap:
          :enabled: true
        :permissions:
          :enabled: true
        :sql:
          :enabled: true

      For more information about loggers, see Section 12.1.2, “List of Loggers and Default Values”.

  2. Restart Satellite services:

    # foreman-maintain service restart

12.1.2. List of Loggers and Default Values

The complete list of loggers with their default values

:app:
    :enabled: true
:ldap:
    :enabled: false
:permissions:
    :enabled: false
:sql:
    :enabled: false

12.1.3. Log Files Provided by Satellite

Red Hat Satellite provides system information in the form of notifications and log files.

Table 12.1. Log Files for Reporting and Troubleshooting

Log FileDescription of Log File Content

/var/log/candlepin

Subscription management

/var/log/foreman

Foreman

/var/log/foreman-proxy

Foreman proxy

/var/log/httpd

Apache HTTP server

/var/log/foreman-installer/satellite

Satellite installer

/var/log/foreman-installer/capsule

Capsule Server installer

/var/log/libvirt

Virtualization API

/var/log/mongodb

Satellite database

/var/log/pulp

Celerybeat and Celery startup request messages. After startup is complete, messages are logged to /var/log/messages.

/var/log/puppet

Configuration management

/var/log/rhsm

Subscription management

/var/log/tomcat6 and /var/log/tomcat

Apache web server messages for Red Hat Enterprise Linux 6 and Red Hat Enterprise Linux 7, respectively.

/var/log/messages

Various other log messages related to pulp, rhsm, and goferd.

You can also use the foreman-tail command to follow many of the log files related to Satellite. You can run foreman-tail -l to list the processes and services that it follows.

On Red Hat Enterprise Linux 7, you can use the journal for more extensive logging information. For more information, see Using the Journal in the Red Hat Enterprise Linux 7 System Administrator’s guide.

12.1.4. Utilities for Collecting Log Information

There are two utilities available to collect information from log files.

Table 12.2. Log Collecting Utilities

CommandDescription

foreman-debug

The foreman-debug command collects configuration and log file data for Red Hat Satellite, its back-end services, and system information. This information is collected and written to a tar file. By default, the output tar file is located at /tmp/foreman-debug-xxx.tar.xz.

Additionally, the foreman-debug command exports tasks run during the last 60 days. By default, the output tar file is located at /tmp/task-export-xxx.tar.xz. If the file is missing, see the file /tmp/task-export.log to learn why task export was unsuccessful.

For more information, run foreman-debug --help.

There is no timeout when running this command.

sosreport

The sosreport command is a tool that collects configuration and diagnostic information from a Red Hat Enterprise Linux system, such as the running kernel version, loaded modules, and system and service configuration files. The command also runs external programs (for example: foreman-debug -g) to collect Satellite-specific information, and stores this output in a tar file.

By default, the output tar file is located at /var/tmp/sosreport-XXX-20171002230919.tar.xz. For more information, run sosreport --help or see What is a sosreport and how can I create one?.

The sosreport command calls the foreman-debug -g and times out after 500 seconds. If your Satellite Server has large log files or many Satellite tasks, support engineers may require the output of sosreport and foreman-debug when you open a support case.

Important

Both foreman-debug and sosreport remove security information such as passwords, tokens, and keys while collecting information. However, the tar files can still contain sensitive information about the Red Hat Satellite Server. Red Hat recommends that you send this information directly to the intended recipient and not to a public target.

12.2. Red Hat Access Plugin

The Red Hat Access plugin enables you to access several Red Hat Customer Portal services from within the Satellite web UI. The plugin comes preinstalled with Satellite.

The Red Hat Access plug-in provides the following services:

  • Search: Search solutions in the Customer Portal from within the Satellite web UI.
  • Logs: Send specific parts (snippets) of the log files to assist in problem-solving. Send these log snippets to the Red Hat Customer Portal diagnostic toolchain.
  • Support: Access your open support cases, modify an open support case and open a new support case from within the Satellite web UI.
Note

To access Red Hat Customer Portal resources, you must log in with your Red Hat Customer Portal user identification and password.

12.2.1. Searching for Solutions

In the Satellite UI, search for solutions with the Red Hat access plugin.

Procedure

  1. In the upper right, click Red Hat Access > Search.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.
  3. In the Red Hat Search field, enter your search query. Search results display in the left-hand Recommendations list.
  4. In the Recommendations list, click a solution. The solution article displays in the main panel.

12.2.2. Searching for Solutions Using Logs

The log file viewer lets you view the log files and isolate log snippets. You can also send the log snippets through the Customer Portal diagnostic tool chain to assist with problem-solving.

In the Satellite UI, find solutions using the log files with the Red Hat Access Plugin.

Procedure

  1. In the upper right, click Red Hat Access > Logs.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.
  3. In the left file tree, select a log file and click the file name.
  4. Click Select File. A pop-up window displays the log file contents.
  5. In the log file, highlight any text sections you want to be diagnosed. The Red Hat Diagnose button displays.
  6. Click Red Hat Diagnose. The system sends the highlighted information to the Red Hat Customer Portal, and provides solutions that closely match the provided log information.
  7. If the solution does not match the problem, click Open a New Support Case. The support case is populated with the highlighted text from the log file. See Section 12.2.1, “Searching for Solutions”.

12.2.3. Creating Support Cases

In the Satellite UI, create a support case with the Red Hat Access Plugin.

Procedure

  1. In the upper right, click Red Hat Access > Support > New Case.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.
  3. The Product and Product Version fields are automatically populated. Complete the other relevant fields, as follows:

    • Summary — Provide a brief summary of the issue.
    • Description — Write a detailed description of the issue.

      Based on the summary provided, recommendations for possible solutions display in the main panel.

  4. Click Next.
  5. Choose the appropriate options, as follows:

    • Severity — Select the ticket urgency as 4 (low), 3 (normal), 2 (high), or 1 (urgent).
    • Case Group — Based on who needs to be notified, create case groups associated with the support case. Select Case Groups in Red Hat Satellite. Create Case Groups within the Customer Portal.
  6. Attach the output of sosreport and any required files. Add a file description and click Attach.

    Note
    • If you have large log files or many Satellite tasks, it is recommended to also attach the output of foreman-debug.
    • File names must be less than 80 characters and the maximum file size for attachments uploaded using the web UI is 250 MB. Use FTP for larger files.
  7. Click Submit. The system uploads the case to the Customer Portal, and provides a case number for your reference.

For additional information, examples, and video tutorials, see the Red Hat Access: Red Hat Support Tool knowledgebase article.

12.2.4. Viewing Support Cases

In the Satellite UI, view support cases with the Red Hat Access Plugin.

Procedure

  1. In the upper right, click Red Hat Access > Support > My Cases.
  2. If necessary, log in to the Red Hat Customer Portal. In the main panel on the upper right, click Log In.
  3. To search for a specific support case from existing cases, do any of the following:

    • In the Search field, provide a keyword or phrase.
    • From the drop-down list, choose a specific Case Group. Your organization has defined Case Groups inside the Red Hat Customer Portal.
    • Choose a Case Status.
  4. From the results, choose a specific support case and click the Case ID. The support case is ready to view.

12.2.5. Updating Support Cases

In the Satellite UI, update your support cases with the Red Hat Access Plugin.

Procedure

  1. Complete the instructions from Section 12.2.4, “Viewing Support Cases”
  2. In the support case, scroll down to the marked sections to do the following:

    • Attachments: - Attach a local file from the system. Add a file name to make it easier to identify.

      Note

      File names must be less than 80 characters and the maximum file size for attachments uploaded using the web UI is 250 MB. Use FTP for larger files.

    • Case Discussion: - Add any updated information about the case you wish to discuss with Global Support Services. After adding information, click Add Comment.