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What should I include when opening a support ticket?

Article ID: KB000492

To assist you better, it is recommended that you provide a short summary of your Docker use case as well as a detailed description of the issue you are facing.

Additionally, it helps speed the troubleshooting process when information about your Docker cluster configuration and host environment is provided. For Docker EE platform, this can be done by using a UCP support dump, which is an archive that contains UCP (including Kubernetes & Calico) system container logs and diagnostic information. To obtain a support dump:

  1. Log into the UCP UI with an administrator account.
  2. On the top-right menu, click your username, and choose Support Dump. An archive will be downloaded via your browser after a brief time interval.
  3. Once the archive has been downloaded, please review the contents for any nodes failing to report back within the time limit. These will be indicated by 'hostname.error' files located in the root directory of the archive.

If the UCP user interface is not accessible or for any nodes failing to report in, you may perform the following steps instead to obtain a single-node version of the UCP support dump:

  1. Obtain direct CLI access to the Docker daemon on a UCP node. 2a. On Linux nodes (manager and worker) run the CLI support tool with the following command:
        docker container run --rm  \
          --name ucp --log-driver none \
          -v /var/run/docker.sock:/var/run/docker.sock \
          docker/ucp:3.2.1 \
          support  > \
          docker-support-${HOSTNAME}-$(date +%Y%m%d-%H_%M_%S).tgz

2b. On Windows worker node, run the following command to generate a local support dump:

        PS> docker run --name windowssupport -v 'C:\ProgramData\docker\daemoncerts:C:\ProgramData\docker\daemoncerts' -v 'C:\Windows\system32\winevt\logs:C:\eventlogs:ro' docker/ucp-dsinfo-win; 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.