I am having trouble with my RHEL Amazon Machine Instance, and I need to open a trouble ticket. What kind of information does Red Hat need to assist me?

Solution Verified - Updated -

Environment

  • Red Hat Enterprise Linux on Amazon EC2(Elastic Compute Cloud)

Issue

  • I am having trouble with my RHEL Amazon Machine Instance, and I need to open a trouble ticket. What kind of information does Red Hat need to assist me?

Resolution

Red Hat will need the following information.

Please aim to provide enough information so that follow-up or clarification questions aren't necessary. Include details about the request and the response that is being received. Posting the actual request and error response is always helpful. In particular, when troubleshooting be sure to include the following details:

  • Red Hat support info. This is either the Red Hat account number, Red Hat Network (RHN) login, or activation key (after it has been activated).

  • AWS account id (or customer email address used when signing up for EC2).

  • The instance ID.

  • Approximate timestamp and time zone when issue occurred.

  • If the issue is with image registration please include the location in S3 of the manifest file (end in .manifest or .manifest.xml).

  • If the issue is with booting a registered AMI please include the AMI ID and the results of ec2-get-console-output.

  • If the issue is that an instance has been booted and is having network issues, please include the results of netstat -nr from within instance.

  • If the issue is with contacting the EC2 web service, please include the results of a traceroute to ec2.amazonaws.com.

  • If the issue is with an error returned by the Red Hat API then please include the output of ec2-version and the output generated by command in question (e.g. ec2- describe-instances) reattempted with the -v flag.

  • If the issue is with struggling to bundle or upload an AMI (or anything related to the AMI tools) then please include the version you have installed. For the RPM installation this can be retrieved using:

    $ rpm -q ec2-ami-tools

  • If the issue is with being unable to access the instance, include the results of ec2-describe-groups for any security group the instance is running in.

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