Get support

Get support

Subscriptions for MKE, MSR, and MCR provide access to prioritized support for designated contacts from your company, agency, team, or organization. Mirantis service levels for MKE, MSR, and MCR are based on your subscription level and the Cloud (or cluster) you designate in your technical support case. Our support offerings are described here, and if you do not already have a support subscription, you may inquire about one via the contact us form.

Mirantis’ primary means of interacting with customers who have technical issues with MKE, MSR, or MCR is our CloudCare Portal. Access to our CloudCare Portal requires prior authorization by your company, agency, team, or organization, and a brief email verification step. After Mirantis sets up its back end systems at the start of the support subscription, a designated administrator at your company, agency, team or organization, can designate additional contacts. If you have not already received and verified an invitation to our CloudCare Portal, contact your local designated administrator, who can add you to the list of designated contacts. Most companies, agencies, teams, and organizations have multiple designated administrators for the CloudCare Portal, and these are often the persons most closely involved with the software. If you don’t know who is a local designated administrator, or are having problems accessing the CloudCare Portal, you may also send us an email.

Once you have verified your contact details via our verification email, and changed your password as part of your first login, you and all your colleagues will have access to all of the cases and resources purchased. We recommend you retain your ‘Welcome to Mirantis’ email, because it contains information on accessing our CloudCare Portal, guidance on submitting new cases, managing your resources, and so forth. Thus, it can serve as a reference for future visits.

We encourage all customers with technical problems to use the knowledge base, which you can access on the “Knowledge” tab of our CloudCare Portal. We also encourage you to review the MKE, MSR, and MCR product documentation, which includes release notes, solution guides, and reference architectures. These are available in several formats. We encourage use of these resources prior to filing a technical case; we may already have fixed the problem in a later release of software, or provided a solution or technical workaround to a problem experienced by other customers.

One of the features of the CloudCare Portal is the ability to associate cases with a specific MKE cluster; these are known as “Clouds” in our portal. Mirantis has pre-populated customer accounts with one or more Clouds based on your subscription(s). Customers may also create and manage their Clouds to better match how you use your subscription.

We also recommend and encourage our customers to file new cases based on a specific Cloud in your account. This is because most Clouds also have associated support entitlements, licenses, contacts, and cluster configurations. These greatly enhance Mirantis’ ability to support you in a timely manner.

You can locate the existing Clouds associated with your account by using the “Clouds” tab at the top of the portal home page. Navigate to the appropriate Cloud, and click on the Cloud’s name. Once you’ve verified that Cloud represents the correct MKE cluster and support entitlement, you can create a new case via the New Case button towards the top of the Cloud’s page.

One of the key items required for technical support of most MKE, MSR, and MCR cases is the support dump. This is a compressed archive of configuration data and log files from the cluster. There are several ways to gather a support dump, each described in the paragraphs below. After you have collected a support dump, you can upload the dump to your new technical support case by following this guidance and using the “detail” view of your case.

Use the Web UI to get a support dump

To get the support dump from the web UI:

  1. Log into the MKE web UI with an administrator account.

  2. In the top-left menu, click your username and choose Support Dump.

It may take a few minutes for the download to complete.

To submit the support dump to Mirantis Customer Support:

  1. Click Share support bundle on the success prompt that displays when the support dump finishes downloading.

  2. Fill in the Jira feedback dialog, and click Submit.

Use the CLI to get a support dump

To get the support dump from the CLI, use SSH to log into a node and run:

MKE_VERSION=$((docker container inspect ucp-proxy --format '{{index .Config.Labels "com.docker.ucp.version"}}' 2>/dev/null || echo -n 3.2.6)|tr -d [[:space:]])

docker container run --rm \
--name ucp \
-v /var/run/docker.sock:/var/run/docker.sock \
--log-driver none \
mirantis/ucp:${MKE_VERSION} \
support > \
docker-support-${HOSTNAME}-$(date +%Y%m%d-%H_%M_%S).tgz

Note

The support dump only contains logs for the node where you’re running the command. If your MKE is highly available, you should collect support dumps from all of the manager nodes.

To submit the support dump to Mirantis Customer Support, add the --submit option to the support command. This will send the support dump along with the following information:

  • Cluster ID

  • MKE version

  • MCR version

  • OS/architecture

  • Cluster size

Use PowerShell to get a support dump

On Windows worker nodes, run the following command to generate a local support dump:

docker container run --name windowssupport -v 'C:\ProgramData\docker\daemoncerts:C:\ProgramData\docker\daemoncerts' -v 'C:\Windows\system32\winevt\logs:C:\eventlogs:ro' mirantis/ucp-dsinfo-win:3.2.6; docker cp windowssupport:'C:\dsinfo' .; docker rm -f windowssupport

This command creates a directory named dsinfo in your current directory. If you want an archive file, you need to create it from the dsinfo directory.