ATIX Support

When making a request for support from ATIX (see also the Contact page) you may be asked to gather certain log files, so we can better diagnose the problem.

Note

We respect the General Data Protection Regulation (deutsch: Datenschutz-Grundverordnung). orcharhino-debug packages data such as log files and the output of certain analysis tools. The option “-u” (upload) sends the collected data to ATIX AG via a secure channel. Passwords and other access keys are excluded. We respect your privacy and respect data protection. If you still have concerns, do not use this tool and especially the option “-u” (upload). If you use orcharhino-debug together with the option “-u” (upload), the data you have sent will be used with confidence and deleted as quickly as possible.

The rest of this Troubleshooting chapter exists to help you with any actions our support may ask of you. (Like checking on the status of, and/or restarting certain services, or providing certain logs. See also Background Services and Log Files and Debug Levels.)

Another utility for collecting debug information is described in the following subsection:

The orcharhino-debug Utility

The orcharhino-debug utility is present on every orcharhino host, as well as on any orcharhino smart proxies (see also Smart Proxy Guide). It specifically exists to collect configuration and log data for debugging.

See the output of orcharhino-debug -h for more information:

/usr/sbin/orcharhino-debug - configuration and log data collector

USAGE: /usr/sbin/orcharhino-debug [options]

Collects configuration and log data for Foreman, Smart Proxies, backend
services and system information while removing security information like
passwords, tokens and keys.

This program can be used on Foreman instances, Smart Proxy instances or
backend services separately.

OPTIONS:
  -d DIR  Directory to place the tarball in (default /tmp/foreman-XYZ)
  -g      Skip generic info (CPU, memory, firewall etc.)
  -a      Do not generate a tarball from the resulting directory
  -s SIZE Maximum log set size in MB (current+rotated files, defaults to 10 MB)
  -j PRG  Filter with provided program when creating a tarball
  -p      Additionally print password patterns being filtered out
  -q      Quiet mode
  -v      Verbose mode
  -u      Upload tarball
  -h      Shows this message

The upload option (-u) will upload your tarball to a write only server (readable
by ATIX support).

Note in particular the -u option, which will upload your tarball to ATIX support. If you choose to upload your tarball, make sure you reference it’s filename when you contact ATIX support. (This filename will be displayed by orcharhino-debug once the upload has completed successfully).