Technical Support

Technical Support is available to all customers with a valid and current license for Juniper Apstra. This includes customers who have purchased a license directly or via a partner or reseller. This also includes customers who have obtained an evaluation license. If your purchased or evaluation license is expired, Juniper JTAC Apstra Support may not be able to offer support and will refer you to the appropriate sales team to purchase a current license. See Juniper JTAC Apstra Support Service Level Agreements (SLA).

If you require assistance with registration or to open a technical support case via phone, please call Juniper Customer Care at +1-888-314-5822 (toll free, US & Canada). If you are outside the US or Canada, use +1-408-745-9500 or a country number listed at https://support.juniper.net/support/requesting-support/.

Providing Technical Support Data

To aid the support process, please provide Juniper JTAC Apstra Support with diagnostic information from the Apstra environment. Separate show tech files are needed from the Apstra server and from each of the affected device agents. You can obtain the show tech files for the Apstra server and connected on-box agents from the web interface (as of version 3.1). The show tech files for off-box agents (and the Apstra server and on-box agents running versions earlier than 3.1) must be obtained from the Apstra controller Linux CLI. See procedures below.

Registered, licensed customers can upload show tech files to their customer case at https://casemanager.juniper.net/casemanager/.

Show Tech for On-box Agents and Apstra Server (Web Interface)

You can use the web interface to collect show tech files for the controller and connected on-box agents for Cumulus Linux, Arista EOS, and Cisco NX-OS (as of version 3.1); and Enterprise SONiC (as of version 3.3).

  1. If a controller Linux CLI username and password have not been configured, you must configure them now, before collecting show tech files.

    1. From the web interface, navigate to Platform > AOS Cluster to see the VMs list view.
    2. Click the IP address of the controller.
    3. Click the Edit button (top-right) to see the dialog for editing VMs.
    4. Enter the controller Linux CLI username and password.
    5. Click Update to complete the update.
  2. From the web interface, navigate to Platform > Technical Support to see the show tech files list view.

  3. Click Collect Show Tech to see the dialog for selecting and collecting show tech files.

  4. If you want to collect a show tech from the controller, leave AOS Controller selected.

    Note

    For Apstra server controllers with large databases, the operation may timeout. If this happens, you must collect the show tech using CLI. For more information, see the Show Tech for Apstra Server (CLI) section below.

  5. Check the box for Managed Devices to see the list of connected managed devices (devices with installed agents that have been acknowledged).

  6. Select up to twenty devices for show tech collection.

    Note

    The configured device system agent username and password authentication is used to collect device show tech. If you have configured the device to use another authentication (AAA) method like RADIUS and TACACS with a different username and password, you cannot collect show tech from the web interface. You must collect show tech using CLI. For instructions, see CLI sections below for the device vendor.

  7. Click Collect to start the collection process.

  8. After the jobs are complete and marked SUCCESS, click the download button for each of the files (under Logs).

    _images/support6_310.png
  9. When the show tech files have been downloaded, you may click the Delete button for each job to free up disk space.

  10. Upload show tech files via the Support portal from a computer with the ability to upload.

Show Tech for Junos Off-box Agents (CLI)

You can collect off-box agent and Junos device show tech information from the CLI with the aos_offbox_show_tech_collector command (as of version 3.3). This command can be run on the Apstra server that the Junos off-box agent is running on.

The aos_offbox_show_tech_collector command only supports JUNOS off-box agents.

This command requires the device management IP address(es) and a valid device SSH username and password.

admin@aos-server:~$ aos_offbox_show_tech_collector --help
usage: aos_offbox_show_tech_collector [--ips IPS [IPS ...]] [--user USER]
                                      [--password PASSWORD]
                                      [--output-dir OUTPUT_DIR]
aos_offbox_show_tech_collector: error: unrecognized arguments: --help
admin@aos-server:~$
  1. Log into the Apstra server that the Junos off-box agent is running on via SSH.

  2. Run the aos_offbox_show_tech_collector command with the IP(s) of the Junos device(s), and a valid admin username and password.

    Generating aos_show_tech for Junos off-box AOS Agent
    admin@aos-server:~$ sudo aos_offbox_show_tech_collector --ips 172.20.202.6 --user admin --password admin-password
    2020-08-10 12:03:46,116 aos-offbox-172_20_202_6-f
    2020-08-10 12:03:46,384 collecting offbox container aos-offbox-172_20_202_6-f showtech
    2020-08-10 12:03:50,873 invoking DI container to collect device 172.20.202.6 show_tech
    2020-08-10 12:05:42,155 Done collecting device show_tech
    2020-08-10 12:05:42,204 AOS offbox show tech generated at /home/admin/aos_show_tech_20200810_120542_172_20_202_6.tar.gz
    admin@aos-server:~$
    
  3. The show tech file (e.g. aos_show_tech_20200810_120542_172_20_202_6.tar.gz) will be in your user directory. Note, the file will be owned by root and may need a permissions change in order to copy the file off of the Apstra server.

    admin@aos-server:~$ ls -l aos_show_tech_20200810_120542_172_20_202_6.tar.gz
    -rw------- 1 root root 238156 Aug 10 12:05 aos_show_tech_20200810_120542_172_20_202_6.tar.gz
    admin@aos-server:~$ sudo chmod a+r aos_show_tech_20200810_120542_172_20_202_6.tar.gz
    admin@aos-server:~$ ls -l aos_show_tech_20200810_120542_172_20_202_6.tar.gz
    -rw-r--r-- 1 root root 238156 Aug 10 12:05 aos_show_tech_20200810_120542_172_20_202_6.tar.gz
    admin@aos-server:~$
    

Show Tech for Off-box Agents (CLI)

Show tech logs for installed off-box agents (all Apstra versions) must be obtained from the CLI. You cannot collect them from the web interface.

  1. Log into the Apstra server via SSH.

  2. From the Apstra server, run the docker exec command as described below to generate the show tech file.

    docker exec -ti aos-off-box-<ip_address>-t aos show tech

    The Docker container name is aos-off-box- plus the IP address of the off-box device agent with the dots replaced with underscores followed by -t.

    Example: generate show tech file for off-box agent with IP address 172.20.47.6
    admin@aos-server:~$ docker exec -ti aos-off-box-172_20_47_6-t aos_show_tech
    AOS show tech generated at /tmp/aos_show_tech_20200401_181128.tar.gz
    admin@aos-server:~$
    
  3. Using SCP, run the docker cp command as shown below to copy the show tech file from the off-box agent Docker container to the /tmp directory of the Apstra server.

    Example: copy show tech file from Docker container to the AOS Server
    admin@aos-server:~$ docker cp aos-off-box-172_20_47_6-t:/tmp/aos_show_tech_20200401_181128.tar.gz .
    admin@aos-server:~$ ls
    aos_show_tech_20200401_181128.tar.gz  docker.service.log
    admin@aos-server:~$
    
  4. Locate the file archive in the /tmp directory and copy the file to a local computer with the ability to upload.

  5. Upload the files via the Support portal.

Show Tech for Apstra Server (CLI)

We recommend that you use the web interface to obtain Apstra server show tech files, but you have the option of using the Apstra server Linux CLI as described below.

  1. Log into the Apstra server via SSH.

  2. From the Apstra server, run the sudo aos_show_tech command to generate and copy the show tech file to the current working directory of the Apstra server.

    Generating aos_show_tech for AOS server
    admin@aos-server:~$ sudo aos_show_tech
    [sudo] password for admin:
    Generating technical support data under directory /tmp/tmp.YmjuJDhatJ
    --- collecting sysinfo/cpuinfo from /proc/cpuinfo ---
    --- collecting network/etc_hosts from /etc/hosts ---
    --- collecting aos/aos.conf from /etc/aos/aos.conf ---
    --- collecting sysinfo/meminfo from /proc/meminfo ---
    --- collecting sysinfo/vmstat from /proc/vmstat ---
    --- collecting network/etc_hostname from /etc/hostname ---
    --- collecting network/interfaces_config from /etc/network/interfaces ---
    --- collecting network/resolv.conf from /etc/resolv.conf ---
    --- collecting logs/kern_log from /var/log/kern.log* ---
    --- collecting logs/syslog from /var/log/syslog* ---
    --- collecting filesystem/aos_cachaca_db_usage with command: du -a /var/lib/aos/cachaca ---
    --- collecting sysinfo/uptime with command: uptime ---
    --- collecting filesystem/aos_db_usage with command: du -a /var/lib/aos/db ---
    --- collecting filesystem/disk_free with command: df -h ---
    [snip]
    Remaining dump took 8.477 ms
    2020-04-01 03:35:39,010 131:INFO:aos.infra.core.entity_util:Create partition mount factory for partition Anomaly
    Dumping entity (anomaly_sysdb_dump/Tac) took 0.389 ms
    Dumping entity (anomaly_sysdb_dump/alert_aggregation) took 3.986 ms
    Dumping entity (anomaly_sysdb_dump/streaming) took 0.173 ms
    Dumping entity (anomaly_sysdb_dump/alerts) took 4.174 ms
    Dumping entity (anomaly_sysdb_dump/counters) took 0.160 ms
    Dumping entity (anomaly_sysdb_dump/telemetry_adaptor) took 0.156 ms
    Dumping entity (anomaly_sysdb_dump/deployment) took 0.214 ms
    Dumping entity (anomaly_sysdb_dump/device) took 0.675 ms
    Dumping entity (anomaly_sysdb_dump/cachaca) took 0.144 ms
    Dumping entity (anomaly_sysdb_dump/var) took 0.201 ms
    Skipping SysDB dump
    Archiving show tech data into aos_show_tech_20200401_033431.tar.gz
    Removing working directory /tmp/tmp.YmjuJDhatJ
    All done.
    admin@aos-server:~$
    
  3. Locate the file archive in the /tmp directory (aos_show_tech_20200401_033431.tar.gz for example), and via SCP, copy the file to a local computer with the ability to upload.

  4. Upload the file via the Support portal.

Show Tech for Arista On-box Agents (CLI)

We recommend that you use the web interface to obtain on-box agent show tech files, but you have the option of using the Apstra server Linux CLI as described below.

  1. SSH to the Arista device.

  2. From the device, run the sudo aos_show_tech --platform eos command to generate and copy the show tech file to the /tmp directory.

    Generating aos_show_tech for Arista AOS Agent
    l2-virtual-ext-003-leaf1#bash
    
    Arista Networks EOS shell
    
    [admin@l2-virtual-ext-003-leaf1 ~]$ sudo aos_show_tech --platform eos
    AOS show tech generated at /tmp/aos_show_tech_20200401_034102.tar.gz
    [admin@l2-virtual-ext-003-leaf1 ~]$
    
  3. Locate the file archive in the /tmp directory (aos_show_tech_20200401_034102.tar.gz for example), and copy the file to a local computer with the ability to upload via SCP.

  4. Upload the file via the Support portal.

Show Tech for Cisco On-box Agents (CLI)

We recommend that you use the web interface to obtain on-box agent show tech files, but you have the option of using the Apstra server Linux CLI as described below.

  1. SSH to the Cisco device.

  2. From the device, run the sudo aos_show_tech --platform nxos command to generate and copy the show tech file to the /tmp directory.

    Generating aos_show_tech for Cisco AOS Agent
    l2-virtual-ext-004-leaf1# guestshell
    [admin@guestshell ~]$ sudo aos_show_tech --platform nxos
    AOS show tech generated at /tmp/aos_show_tech_20200401_034529.tar.gz
    [admin@guestshell ~]$
    
  3. Locate the file archive in the /tmp directory on the Cisco device (aos_show_tech_20200401_034529.tar.gz for example), and via SCP, copy the file to a local computer with the ability to upload.

  4. Upload the file via the Support portal.

Show Tech for Cumulus On-box Agents (CLI)

We recommend that you use the web interface to obtain on-box agent show tech files, but you have the option of using the Apstra server Linux CLI as described below.

  1. SSH to the Cumulus device.

  2. From the device, run the aos_show_tech --platform cumulus command to generate and copy the show tech file to the /tmp directory.

    Generating Show Tech for Cumulus Agents
    admin@l2-virtual-ext-001-leaf1:mgmt-vrf:~$ sudo aos_show_tech --platform cumulus
    AOS show tech generated at /tmp/aos_show_tech_20200401_034527.tar.gz
    admin@l2-virtual-ext-001-leaf1:mgmt-vrf:~$
    
  3. Locate the file archive in the /tmp directory on the Cumulus device (aos_show_tech_20200401_034527.tar.gz for example), and via SCP, copy the file to a local computer with the ability to upload.

  4. Upload the files via the Support portal.

Show Tech for SONiC On-box Agents (CLI)

We recommend that you use the web interface to obtain on-box agent show tech files, but you have the option of using the Apstra server Linux CLI as described below.

  1. SSH to the SONiC device.

  2. From the device, run the aos_show_tech --platform sonic command to generate and copy the show tech file to the /tmp directory.

    Generating Show Tech for SONiC Agents
    admin@l2-virtual-ext-001-leaf1:mgmt-vrf:~$ sudo aos_show_tech --platform sonic
    AOS show tech generated at /tmp/aos_show_tech_20200401_034527.tar.gz
    admin@l2-virtual-ext-001-leaf1:mgmt-vrf:~$
    
  3. Locate the file archive in the /tmp directory on the device (aos_show_tech_20200401_034527.tar.gz for example), and via SCP, copy the file to a local computer with the ability to upload.

  4. Upload the files via the Support portal.