I'm a customer having some problems with my SwiftStack Cluster, what should I do?

Amanda -

The SwiftStack help articles are a good place to start troubleshooting nodes and other issues. 

If additional assistance is needed, customers should open a ticket and, in many cases, enable remote diagnostics. 

Open a Ticket

Customers with a current, paid subscription should open a ticket with us and provide details about the cluster and the problem. If you have an on-premsises Controller, please be sure to include its version as well.

 

Enable Remote Diagnostics

If you run into any issue with your cluster, a diagnostic tarball from one or more nodes will help us look in to your issues and resolve things more quickly. The diagnostic tarball contains none of your data inside your Swift cluster. It only contains log files, configuration files, and the results of running some commands to determine system configurations which may be impacting Swift or the SwiftStack agent software.

If you are a customer using SwiftStack platform as a service, SwiftStack support team will be able to pull the diagnostic tarball remotely from the controller. To enable SwiftStack Support to retrieve a diagnostic tarball, you can log in to each node and issue the command:

sudo touch /etc/swiftstack-remote-diagnostics

After you’ve enabled SwiftStack remote diagnostics, please generate a support ticket to let our Support department know.

Disable Remote Diagnostics

You may revoke this access at any time by simply removing the above file on each node:

sudo rm /etc/swiftstack-remote-diagnostics

For On-Permise Controller Customer

If you are using on premise controller, you can generate a diagnostic tarball by running ssdiagtarball on the node and submit them at 

https://portal.swiftstack.com/customer/upload_diagnostics/

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