51 Collecting Diagnostics for Support #

When contacting SUSE Support, providing comprehensive diagnostic information is crucial.

Essential Information to Collect #

Detailed problem description: What happened, when did it happen, what were you doing, what is the expected behavior, and what is the actual behavior?
Steps to reproduce: Can you reliably reproduce the issue? If so, list the exact steps.
Component versions: SUSE Edge version, components versions (RKE2/K3, EIB, Metal³, Elemental,..).
Relevant logs:
- journalctl output (filtered by service if possible, or full boot logs).
- Kubernetes pod logs (kubectl logs).
- Metal³/Elemental component logs.
- EIB build logs and other logs
System information:
- uname -a
- df -h
- ip a
- /etc/os-release
Configuration files: Relevant configuration files for Elemental, Metal³, EIB such as helm chart values, configmaps, etc.
Kubernetes information: Nodes, Services, Deployments, etc.
Kubernetes objects affected: BMH, MachineRegistration, etc.

How to collect #

For logs: Redirect command output to files (for example, journalctl -u k3s > k3s_logs.txt).
For Kubernetes resources: Use kubectl get <resource> -o yaml > <resource_name>.yaml to get detailed YAML definitions.
For system information: Collect output of the commands listed above.
For SL Micro: Check the SUSE Linux Micro Troubleshooting Guide documentation on how to gather system information for support with supportconfig.
For RKE2/Rancher: Check the The Rancher v2.x Linux log collector script article to run The Rancher v2.x Linux log collector script.

Contact Support. Please check the article available at How-to effectively work with SUSE Technical Support and the support handbook located at SUSE Technical Support Handbook for more details on how to contact SUSE support.