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Chapter 3. Getting support
Use the following information to get more help with Red Hat Device Edge, including Red Hat build of MicroShift or Red Hat Enterprise Linux for Edge (RHEL for Edge).
3.1. Getting support
If you experience difficulty with a procedure described in this documentation, or with Red Hat build of MicroShift in general, visit the Red Hat Customer Portal.
From the Customer Portal, you can:
- Search or browse through the Red Hat Knowledgebase of articles and solutions relating to Red Hat products.
- Submit a support case to Red Hat Support.
- Access other product documentation.
3.2. Providing documentation feedback
To report an error or to improve our documentation, log in to your Red Hat Jira account and submit a Jira issue.
3.3. About the Red Hat Knowledgebase
The Red Hat Knowledgebase provides rich content aimed at helping you make the most of Red Hat’s products and technologies. The Red Hat Knowledgebase consists of articles, product documentation, and videos outlining best practices on installing, configuring, and using Red Hat products. In addition, you can search for solutions to known issues, each providing concise root cause descriptions and remedial steps.
3.4. Searching the Red Hat Knowledgebase
In the event of an Red Hat build of MicroShift issue, you can perform an initial search to determine if a solution already exists within the Red Hat Knowledgebase.
Prerequisites
- You have a Red Hat Customer Portal account.
Procedure
- Log in to the Red Hat Customer Portal.
- Click Search.
In the search field, input keywords and strings relating to the problem, including:
- Red Hat build of MicroShift components (such as etcd)
- Related procedure (such as installation)
- Warnings, error messages, and other outputs related to explicit failures
- Click the Enter key.
- Optional: Select the Red Hat build of MicroShift product filter.
- Optional: Select the Documentation content type filter.
3.5. Submitting a support case
Prerequisites
- The MicroShift service is running.
-
You have installed the OpenShift CLI (
oc). - You have a Red Hat Customer Portal account.
- You have a Red Hat Standard or Premium subscription.
Procedure
- Log in to the Customer Support page of the Red Hat Customer Portal.
- Click Get support.
On the Cases tab of the Customer Support page:
- Optional: Change the pre-filled account and owner details if needed.
- Select the appropriate category for your issue, such as Bug or Defect, and click Continue.
Enter the following information:
- In the Summary field, enter a concise but descriptive problem summary and further details about the symptoms being experienced, as well as your expectations.
- Select Red Hat Device Edge from the Product drop-down menu.
- Select 4 from the Version drop-down.
- Review the list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that is being reported. If the suggested articles do not address the issue, click Continue.
- Review the updated list of suggested Red Hat Knowledgebase solutions for a potential match against the problem that is being reported. The list is refined as you provide more information during the case creation process. If the suggested articles do not address the issue, click Continue.
- Ensure that the account information presented is as expected, and if not, amend accordingly.
Complete the following questions where prompted. Include which type of install type you are using, either RPM or embedded-image. Click Continue:
- What are you experiencing? What are you expecting to happen?
- Define the value or impact to you or the business.
- Where are you experiencing this behavior? What environment?
- When does this behavior occur? Frequency? Repeatedly? At certain times?
-
Upload relevant diagnostic data files and click Continue. Include data gathered using the
sostool or etcd as a starting point, plus any issue-specific data that is not collected in those logs. - Add relevant case management details and click Continue.
- Preview the case details and click Submit.
