Editing Reporting OpenVZ problem

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To support OpenVZ users we maintain [http://forum.openvz.org/index.php?t=thread&frm_id=2 Support forum] and [http://openvz.org/mailman/listinfo/users Users mailing list]. For reporting bugs use [https://bugs.openvz.org/ OpenVZ bugtracker]. If you analyze an activity at the forum, then you'll find out that the substantial portion of all the messages are requests to users to provide an additional information about their environments. Because of this, the time between the report of a problem and its solution is sometimes much longer than it could be.

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This article described which information a user should report when reporting OpenVZ-related problem. We hope that it will make our support service more effective.

== You should always report == <!--T:3-->
* clear problem description
It is necessary not just to describe the problem, but also post real commands,
and real output on console. It is useful to run commands with <code>--verbose</code> option.
* Kernel information
** kernel version, architecture and flavour (<code>uname -a</code>)
** origin of your binary kernel (RPM from openvz.org, other repository, compiled from sources, ...)
** .config file (if you compiled the kernel)
* Linux distribution used on [[HN]]
* console tools information
** <code>vzctl --version</code>
* OpenVZ/Virtuozzo environment information
** Virtuozzo version <code>cat /etc/virtuozzo-release</code>
** <code>/etc/vz/vz.conf</code> file
** <code>/etc/vz/<veid>.conf</code> file, where <code><veid></code> is an id of container in question.
* Various log files
** <code>/var/log/messages</code>
** <code>/var/log/vzctl.log</code>
** Virtuozzo allows to gather all useful logs into single report. Execute <code>prlsrvctl problem-report --send</code> and <code>prlctl problem-report [CTUID|VMUID] --send</code> and specify problem report ID number in bug.
** Other
If other programs are involved in your problem, try to run they with increased verbosity and attach appropriate log files, if they exist.

== A program fails to run == <!--T:4-->
The most helpful tool here is <code>strace</code>. See [[stracing a program]].

== Network related problem == <!--T:5-->
* interface/routing/filter configuration
You should run these commands in [[container]] '''and''' on [[HN]]
<pre>
# ip a l
# ip r l
# iptables -L
# iptables -t nat -L
# cat /proc/sys/net/ipv4/ip_forwarding
</pre>
* see also required information in [http://forum.openvz.org/index.php?t=tree&goto=27545&S=37542b6163cbf0da10ebc21fdd10b471#msg_27545 post on forum]

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{{Note|if you have public IP addresses, you should carefully mask them in a report. For example: 194.85.83.97 -> X.Y.83.97.}}

== Kernel Oops == <!--T:7-->
"[[When you have an oops]]" article explains how to identify Oops and what you should do when it happens. The key moment is that you should send us the '''full''' Ooops text. Sometimes it can be easily obtained from <code>/var/log/messages</code> file or <code>dmesg</code> output. In other cases, you can only see an Oops message on the monitor, and the system is completely stuck. In such a situation you should implement [[Remote console setup]]. As a rule, each production server should have a remote console set up.

== Access to the node == <!--T:8-->
In some cases, a remote access to the problem node is the fastest way to diagnose and fix a problem, so sometimes an OpenVZ developer can request such access from you. Note that in should be root access to the [[hardware node]] — either directly, or via <code>su</code> or <code>sudo</code>.

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In case you can provide access, post login information via forum PM or e-mail, or ask for a public SSH key.

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{{Warning|Do not post any sensitive information (like login details) to public forums, mailing lists etc.}}

== External resources == <!--T:11-->

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* [https://bugs.openvz.org/ OpenVZ bugtracker]
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[[Category: QA]]