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[CSO] What to collect for CSO SaaS troubleshooting

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Article ID: KB36867 KB Last Updated: 04 May 2021Version: 1.0
Summary:

This article details the procedure to collect error logs in Contrail Service Orchestration (CSO) SaaS that can be used for troubleshooting purposes.

Solution:

Note: Starting from CSO 5.4.0 release, Juniper customers can subscribe to our cloud-delivered CSO software-as-a-service (SaaS).

If you are using the SaaS version of CSO, open a Support case with a clear description of the issue and have the following information ready. JTAC will confirm the issue and report it to CSO Developers.

Collect the following information:

  1. General details about the failing job:

  • Tenant Name (if the respective action is at a tenant level)

  • Site Name (if the respective action implies a specific site). Mention all site names if more than one site is involved.

  • Device model and details for affected sites (for example NFX250 cluster, SRX4200 standalone, and so on)

  • Device role type: Spoke, Enterprise Hub (Gateway Site), Provider Hub, or PoP (Point of Presence) Router (MX)

  1. Topology details related to the respective tenant, if applicable

  2. Job-related details:

  • Job ID

  • Request ID

  • Timestamps (start and end time of the job)

  • Job status (Successful, Failed, In-progress, and so on)

  1. Job logs from the CSO UI portal

  • Go to Monitor > Jobs from the CSO menu on the left.

  • Click the Detailed View icon for the respective job, as is relevant to the reported issue. (Hover on the required job and the "Detailed View" icon will appear next to the option button on the left.)

  • Click View Logs to open the summarized job logs context window.

  • Click View Detailed Logs to open the detailed job logs context window.

  • Select Log level: ALL from the drop-down menu and click Download Logs.

  • Attach the downloaded logs to the Support case.

  1. If the failure is related to device behavior or configuration deployment failure, provide the following:

  • Current configuration on the device

  • Commit history from the device. This can be obtained by using the Junos OS operational command show system commit on the CLI of the device.

  1. For issues related to platform devices, open an appropriate Support ticket with the Platform security team.

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