Getting the most from your Support experience

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Getting the most from your Support experience

来源：官方文档原始多页入口：Getting the most from your Support experience 内容规模：约 37,453 字符，17 个章节标题，49 个命令/代码块，8 条提示框

阅读提要

副标题：Gathering troubleshooting information from RHEL servers with the sos utility
摘要：Collect configuration, diagnostic, and troubleshooting data with the sos utility and provide those files to Red Hat Technical Support. The Support team can analyze and investigate this data to resolve your service requests reported in your support case.
主要章节：Gathering troubleshooting information from RHEL servers with the sos utility；Providing feedback on Red Hat documentation；第 1 章 Generating an sos report for technical support；第 2 章 Generating and maintaining the diagnostic reports using the RHEL web console
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章节笔记

概览

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Gathering troubleshooting information from RHEL servers with the sos utility

要点：摘要

Providing feedback on Red Hat documentation

要点：We appreciate your feedback on our documentation. Let us know how we can improve it.
要点：Submitting feedback through Jira (account required)
列表：Log in to the Jira website.
列表：Click Create in the top navigation bar
列表：Enter a descriptive title in the Summary field.
列表：Enter your suggestion for improvement in the Description field. Include links to the relevant parts of the documentation.
列表：Click Create at the bottom of the dialogue.

第 1 章 Generating an sos report for technical support

要点：With the sos utility, you can collect configuration, diagnostic, and troubleshooting data, and provide those files to Red Hat Technical Support.

1.1. What the sos utility does

要点：An sos report is a common starting point for Red Hat technical support engineers when performing analysis of a service request for a RHEL system. The sos utility (also known as sosreport) provides a standardized way to collect diagnostic information that Red Hat support engineers can reference throughout their investigation of issues reported in support cases. Using the sos utility helps to ensure that you are not repeatedly asked for data output.
要点：The sos utility allows to collect various debugging information from one or more systems, optionally clean sensitive data, and upload it in a form of a report to Red Hat. More specifically, the three sos components do the following:
列表：sos report collects debugging information from one system. 注意 This program was originally named sosreport. Running sosreport no longer works as sos report has to be called instead, with the same arguments.
列表：sos collect allows to run and collect individual sos reports from a specified set of nodes.
列表：sos clean obfuscates potentially sensitive information such as user names, host names, IP or MAC addresses, or other user-specified data.
列表：The running kernel version.
列表：Loaded kernel modules.
列表：System and service configuration files.
命令/配置摘录：

[root@server1 ~]# ll /var/tmp/sosreport* total 18704 -rw-------. 1 root root 19136596 Jan 25 07:42 sosreport-server1-12345678-2022-01-25-tgictvu.tar.xz -rw-r--r--. 1 root root 65 Jan 25 07:42 sosreport-server1-12345678-2022-01-25-tgictvu.tar.xz.sha256

注意：注意 This program was originally named sosreport. Running sosreport no longer works as sos report has to be called instead, with the same arguments.

1.2. Installing the sos package from the command line

要点：To use the sos utility, install the sos package.
要点：Prerequisites
列表：You need root privileges.
列表：Install the sos package. [root@server ~]# dnf install sos
列表：Use the rpm utility to verify that the sos package is installed. [root@server ~]# rpm -q sos sos-4.2-15.el9.noarch
命令/配置摘录：

[root@server ~]# dnf install sos
[root@server ~]# rpm -q sos sos-4.2-15.el9.noarch

1.3. Generating an sos report from the command line

要点：Use the sos report command to gather an sos report from a RHEL server.
要点：Prerequisites
列表：You have installed the sos package.
列表：You need root privileges.
列表：Run the sos report command and follow the on-screen instructions. You can add the --upload option to transfer the sos report to Red Hat immediately after generating it. [user@server1 ~]$ sudo sos report [sudo] password for user: sos report (version 4.2) This command will collect diagnostic and configuration informatio…
列表：Optional: If you have already opened a Technical Support case with Red Hat, enter the case number to embed it in the sos report file name, and it will be uploaded to that case if you specified the --upload option. If you do not have a case number, leave this field blank. Entering a case number is optional and does not…
列表：Take note of the sos report file name displayed at the end of the console output. ... Finished running plugins Creating compressed archive... Your sos report has been generated and saved in: /var/tmp/sosreport-server1-12345678-2022-04-17-qmtnqng.tar.xz Size 16.51MiB Owner root sha256 bf303917b689b13f0c059116d9ca55e341…
列表：Verify that the sos utility created an archive in /var/tmp/ matching the description from the command output. [user@server1 ~]$ sudo ls -l /var/tmp/sosreport* [sudo] password for user: -rw-------. 1 root root 17310544 Sep 17 19:11 /var/tmp/sosreport-server1-12345678-2022-04-17-qmtnqng.tar.xz
命令/配置摘录：

[user@server1 ~]$ sudo sos report [sudo] password for user: sos report (version 4.2) This command will collect diagnostic and configuration information from this Red Hat Enterprise Linux system and installed applications. An archive containing the collected information will be generated in /var/tmp/sos.qkn_b7by and may be provided to a Red Hat support representative. ... Press ENTER to continue, or CTRL-C to quit.
Please enter the case id that you are generating this report for []: <8-digit_case_number>

注意：注意 You can use the --batch option to generate an sos report without prompting for interactive input. [user@server1 ~]$ sudo sos report --batch --case-id <8-digit_case_number> You can also use the --clean option to obfuscate a just-collected sos report. [user@server1 ~]$ sudo sos report --clean

1.4. Generating and collecting sos reports on multiple systems concurrently

要点：You can use the sos utility to trigger the sos report command on multiple systems. Wait for the report to terminate and collect all generated reports.
要点：Prerequisites
列表：You know the cluster type or list of nodes to run on.
列表：You have installed the sos package on all systems.
列表：You have ssh keys for the root account on all the systems, or you can provide the root password via the --password option.
列表：Run the sos collect command and follow the on-screen instructions. 注意 By default, sos collect tries to identify the type of cluster it runs on to automatically identify the nodes to collect reports from. You can set the cluster or nodes types manually with the --cluster or --nodes options. You can also use the --maste…
列表：You can set the cluster or nodes types manually with the --cluster or --nodes options.
列表：You can also use the --master option to point the sos utility at a remote node to determine the cluster type and the node lists. Thus, you do not have to be logged into one of the cluster nodes to collect sos reports; you can do it from your workstation.
命令/配置摘录：

[root@primary-rhel10 ~]# sos collect --nodes=sos-node1,sos-node2 -o process,apache --log-size=50 sos-collector (version 4.2) This utility is used to collect sosreports from multiple nodes simultaneously. It uses OpenSSH's ControlPersist feature to connect to nodes and run commands remotely. If your system installation of OpenSSH is older than 5.6, please upgrade. An archive of sosreport tarballs collected from the nodes will be generated in /var/tmp/sos.o4l55n1s and may be provided to an appropriate support representative. The generated archive may contain data considered sensitive and its content should be reviewed by the originating organi…
[root@primary-rhel10 ~]# ls -l /var/tmp/sos-collector* -rw-------. 1 root root 160492 May 15 13:35 /var/tmp/sos-collector-2022-05-15-pafsr.tar.xz

注意：注意 By default, sos collect tries to identify the type of cluster it runs on to automatically identify the nodes to collect reports from.

1.5. Cleaning an sos report

要点：The sos utility offers a routine to obfuscate potentially sensitive data, such as user names, host names, IP or MAC addresses, or other user-specified keywords. The original sos report or sos collect stays unchanged, and a new *-obfuscated.tar.xz file is generated and intended to be shared with a third party.
要点：Prerequisites
列表：You have generated an sos report or an sos collect tarball.
列表：(Optional) You have a list of specific keywords beyond the user names, host names, and other data you want to obfuscate.
列表：Run the sos clean command on either an sos report or sos collect tarball and follow the on-screen instructions. You can add the --keywords option to additionally clean a given list of keywords. You can add the --usernames option to obfuscate further sensitive user names. The automatic user name cleaning will automatic…
列表：You can add the --keywords option to additionally clean a given list of keywords.
列表：You can add the --usernames option to obfuscate further sensitive user names. The automatic user name cleaning will automatically run for users reported through the lastlog file for users with an UID of 1000 and above. This option is used for LDAP users that may not appear as an actual login, but may occur in certain …
列表：Verify that the sos clean command created an obfuscated archive and an obfuscation mapping in the /var/tmp/ directory matching the description from the command output. [user@server1 ~]$ sudo ls -l /var/tmp/sos-collector-2022-05-15-pafsr-private_map /var/tmp/sos-collector-2022-05-15-pafsr-obfuscated.tar.xz [sudo] passw…
命令/配置摘录：

[user@server1 ~]$ sudo sos clean /var/tmp/sos-collector-2022-05-15-pafsr.tar.xz [sudo] password for user: sos clean (version 4.2) This command will attempt to obfuscate information that is generally considered to be potentially sensitive. Such information includes IP addresses, MAC addresses, domain names, and any user-provided keywords. Note that this utility provides a best-effort approach to data obfuscation, but it does not guarantee that such obfuscation provides complete coverage of all such data in the archive, or that any obfuscation is provided to data that does not fit the description above. Users should review any resulting data a…
[user@server1 ~]$ sudo ls -l /var/tmp/sos-collector-2022-05-15-pafsr-private_map /var/tmp/sos-collector-2022-05-15-pafsr-obfuscated.tar.xz [sudo] password for user: -rw-------. 1 root root 160868 May 15 16:10 /var/tmp/sos-collector-2022-05-15-pafsr-obfuscated.tar.xz -rw-------. 1 root root 96622 May 15 16:10 /var/tmp/sos-collector-2022-05-15-pafsr-private_map

注意：注意 You can append the cleaner functionality to the sos report or sos collect commands with the --clean option: [user@server1 ~]$ sudo sos report --clean
注意：重要 Keep both the original unobfuscated archive and the *private_map files locally as Red Hat support might refer to the obfuscated terms that you will need to translate to the original values.

1.6. Generating an sos report and securing it with GPG passphrase encryption

要点：This procedure describes how to generate an sos report and secure it with symmetric GPG2 encryption based on a passphrase. You might want to secure the contents of an sos report with a password if, for example, you need to transfer it over a public network to a third party.
要点：Prerequisites
列表：You have installed the sos package.
列表：You need root privileges.
列表：Run the sos report command and specify a passphrase with the --encrypt-pass option. You can add the --upload option to transfer the sos report to Red Hat immediately after generating it. [user@server1 ~]$ sudo sos report --encrypt-pass my-passphrase [sudo] password for user: sosreport (version 4.2) This command will c…
列表：Optional: If you have already opened a Technical Support case with Red Hat, enter the case number to embed it in the sos report file name, and it will be uploaded to that case if you specified the --upload option. If you do not have a case number, leave this field blank. Entering a case number is optional and does not…
列表：Take note of the sos report file name displayed at the end of the console output. Finished running plugins Creating compressed archive... Your sosreport has been generated and saved in: /var/tmp/secured-sosreport-server1-12345678-2022-01-24-ueqijfm.tar.xz.gpg Size 17.53MiB Owner root sha256 bf303917b689b13f0c059116d9c…
列表：Verify that the sos utility created an archive meeting the following requirements: File name starts with secured. File name ends with a .gpg extension. Located in the /var/tmp/ directory. [user@server1 ~]$ sudo ls -l /var/tmp/sosreport* [sudo] password for user: -rw-------. 1 root root 18381537 Jan 24 17:55 /var/tmp/s…
命令/配置摘录：

[user@server1 ~]$ sudo sos report --encrypt-pass my-passphrase [sudo] password for user: sosreport (version 4.2) This command will collect diagnostic and configuration information from this Red Hat Enterprise Linux system and installed applications. An archive containing the collected information will be generated in /var/tmp/sos.6lck0myd and may be provided to a Red Hat support representative. ... Press ENTER to continue, or CTRL-C to quit.
Please enter the case id that you are generating this report for []: <8-digit_case_number>

注意：注意 Ensure you have sufficient space when creating an encrypted sos report, as it temporarily uses double the disk space: The sos utility creates an unencrypted sos report. The utility encrypts the sos report as a new file. The utility then removes the unencrypted archive.

1.7. Generating an sos report and securing it with GPG encryption based on a keypair

要点：This procedure describes how to generate an sos report and secure it with GPG2 encryption based on a keypair from a GPG keyring. You might want to secure the contents of an sos report with this type of encryption if, for example, you want to protect an sos report stored on a server.
要点：Prerequisites
列表：You have installed the sos package.
列表：You need root privileges.
列表：You have created a GPG2 key.
列表：Run the sos report command and specify the user name that owns the GPG keyring with the --encrypt-key option. You can add the --upload option to transfer the sos report to Red Hat immediately after generating it. 注意 The user running the sos report command must be the same user that owns the GPG keyring used to encrypt…
列表：Optional: If you have already opened a Technical Support case with Red Hat, enter the case number to embed it in the sos report file name, and it will be uploaded to that case if you specified the --upload option. If you do not have a case number, leave this field blank. Entering a case number is optional and does not…
列表：Take note of the sos report file name displayed at the end of the console output. ... Finished running plugins Creating compressed archive... Your sosreport has been generated and saved in: /var/tmp/secured-sosreport-server1-23456789-2022-02-27-zhdqhdi.tar.xz.gpg Size 15.44MiB Owner root sha256 bf303917b689b13f0c05911…
命令/配置摘录：

[user@server1 ~]$ sudo sos report --encrypt-key root [sudo] password for user: sosreport (version 4.2) This command will collect diagnostic and configuration information from this Red Hat Enterprise Linux system and installed applications. An archive containing the collected information will be generated in /var/tmp/sos.6ucjclgf and may be provided to a Red Hat support representative. ... Press ENTER to continue, or CTRL-C to quit.
Please enter the case id that you are generating this report for []: <8-digit_case_number>

注意：注意 Ensure you have sufficient space when creating an encrypted sos report, as it temporarily uses double the disk space: The sos utility creates an unencrypted sos report. The utility encrypts the sos report as a new file. The utility then removes the unencrypted archive.
注意：注意 The user running the sos report command must be the same user that owns the GPG keyring used to encrypt and decrypt the sos report. If the user uses sudo to run the sos report command, the keyring must also be set up using sudo, or the user must have direct shell access to that account.

1.8. Creating a GPG2 key

要点：The following procedure describes how to generate a GPG2 key to use with encryption utilities.
要点：Prerequisites
列表：You need root privileges.
列表：Install and configure the pinentry utility. [root@server ~]# dnf install pinentry [root@server ~]# mkdir ~/.gnupg -m 700 [root@server ~]# echo "pinentry-program /usr/bin/pinentry-curses" >> ~/.gnupg/gpg-agent.conf
列表：Create a key-input file used for generating a GPG keypair with your preferred details. For example: [root@server ~]# cat >key-input <<EOF %echo Generating a standard key Key-Type: RSA Key-Length: 2048 Name-Real: GPG User Name-Comment: first key Name-Email: root@example.com Expire-Date: 0 %commit %echo Finished creatin…
列表：Optional: By default, GPG2 stores its keyring in the ~/.gnupg file. To use a custom keyring location, set the GNUPGHOME environment variable to a directory that is only accessible by root. [root@server ~]# export GNUPGHOME=/root/backup [root@server ~]# mkdir -p $GNUPGHOME -m 700
列表：Generate a new GPG2 key based on the contents of the key-input file. [root@server ~]# gpg2 --batch --gen-key key-input
列表：Enter a passphrase to protect the GPG2 key. You use this passphrase to access the private key for decryption. ┌──────────────────────────────────────────────────────┐ │ Please enter the passphrase to │ │ protect your new key │ │ │ │ Passphrase: <passphrase> │ │ │ │ <OK> <Cancel> │ └────────────────────────────────────…
命令/配置摘录：

[root@server ~]# dnf install pinentry [root@server ~]# mkdir ~/.gnupg -m 700 [root@server ~]# echo "pinentry-program /usr/bin/pinentry-curses" >> ~/.gnupg/gpg-agent.conf
[root@server ~]# cat >key-input <<EOF %echo Generating a standard key Key-Type: RSA Key-Length: 2048 Name-Real: GPG User Name-Comment: first key Name-Email: root@example.com Expire-Date: 0 %commit %echo Finished creating standard key EOF

1.9. Generating an sos report from the rescue environment

要点：If a Red Hat Enterprise Linux (RHEL) host does not boot properly, you can boot the host into a rescue environment to gather an sos report.
要点：Using the rescue environment, you can mount the target system under /mnt/sysroot, access its contents, and run the sos report command.
列表：If the host is a bare metal server, you need physical access to the machine.
列表：If the host is a virtual machine, you need access to the virtual machine’s settings in the hypervisor.
列表：A RHEL installation source, such as an ISO image file, an installation DVD, a netboot CD, or a Preboot Execution Environment (PXE) configuration providing a RHEL installation tree.
列表：Boot the host from an installation source.
列表：In the boot menu for the installation media, select the Troubleshooting option.
列表：In the Troubleshooting menu, select the Rescue a Red Hat Enterprise Linux system option.
命令/配置摘录：

… 1) Continue 2) Read-only mount 3) Skip to shell 4) Quit (Reboot) Please make a selection from the above: 1
Rescue Shell Your system has been mounted under /mnt/sysroot. If you would like to make the root of your system the root of the activate system, run the command:  chroot /mnt/sysroot Warning: The rescue shell will trigger SELinux autorelabel on the subsequent boot. Add "enforcing=0" on the kernel command line for autorelabel to work properly. When finished, please exit from the shell and your system will reboot. Please press ENTER to get a shell: bash-5.2#

1.10. Methods for providing an sos report to Red Hat technical support

要点：You can use the following methods to upload your sos report to Red Hat Technical Support:
要点：Use the --upload option to transfer the sos report to Red Hat immediately after generating it.
列表：If you provide one of the following options: a case ID when prompted the --case-id option the --ticket-number option the sos utility uploads the sos report to your case after you authenticate your device.
列表：a case ID when prompted
列表：the --case-id option
列表：the --ticket-number option the sos utility uploads the sos report to your case after you authenticate your device.
列表：If you do not provide a case number or you do not authenticate your device, the utility uploads the sos report to the Red Hat public SFTP site using an anonymous upload. Provide Red Hat Technical Support Engineers with the name and name of the auxiliary user used for the upload so they can access it.
列表：Generate and upload the sos report to the Red Hat Technical Support: [user@server1 ~]$ sudo sos report --upload sosreport (version 4.7.0) ... Optionally, please enter the case id that you are generating this report for []: ... Your sosreport has been generated and saved in: /var/tmp/sosreport-localhost-2024-03-19-xav…
命令/配置摘录：

[user@server1 ~]$ sudo sos report --upload sosreport (version 4.7.0) ... Optionally, please enter the case id that you are generating this report for []: ... Your sosreport has been generated and saved in:  /var/tmp/sosreport-localhost-2024-03-19-xavvwkw.tar.xz ...
Attempting upload to Red Hat Customer Portal Please visit the following URL to authenticate this device: https://sso.redhat.com/device?user_code=VGEL-PYIM Device authorized correctly. Uploading file to Red Hat Customer Portal Uploaded archive successfully

第 2 章 Generating and maintaining the diagnostic reports using the RHEL web console

要点：Generate, download, and delete the diagnostic reports in the RHEL web console.

2.1. Generating diagnostic reports using the RHEL web console

要点：Prerequisites
要点：Procedure
列表：The RHEL web console has been installed. For details, see Installing and enabling the web console.
列表：The cockpit-storaged package is installed on your system.
列表：You have administrator privileges.
列表：Log in to the RHEL web console. For details, see Logging in to the web console.
列表：In the left side menu, select Tools >> Diagnostic reports.
列表：To generate a new diagnostic report, click the Run report button.

2.2. Downloading diagnostic reports in the RHEL web console

要点：You can select and download diagnostic reports in the RHEL web console graphical user interface.
要点：Prerequisites
列表：You have installed the RHEL 10 web console. For instructions, see Installing and enabling the web console.
列表：You have administrator privileges.
列表：One or more diagnostic reports have been generated.
列表：Log in to the RHEL 10 web console.
列表：In the left-side menu, select Tools >> Diagnostic reports.
列表：Click the Download button next to the report that you want to download. The download starts automatically.

2.3. Deleting diagnostic reports using the RHEL web console

要点：Prerequisites
要点：Procedure
列表：The RHEL web console has been installed. For details, see Installing the web console.
列表：You have administrator privileges.
列表：One or more diagnostic reports have been generated.
列表：Log in to the RHEL web console. For details, see Logging in to the web console.
列表：In the left side menu, select Tools >> Diagnostic reports.
列表：Click the vertical ellipsis by the Download button next to the report that you want to delete, then click on the Delete button.

完整目录

Gathering troubleshooting information from RHEL servers with the sos utility
Providing feedback on Red Hat documentation
第 1 章 Generating an sos report for technical support
- 1.1. What the sos utility does
- 1.2. Installing the sos package from the command line
- 1.3. Generating an sos report from the command line
- 1.4. Generating and collecting sos reports on multiple systems concurrently
- 1.5. Cleaning an sos report
- 1.6. Generating an sos report and securing it with GPG passphrase encryption
- 1.7. Generating an sos report and securing it with GPG encryption based on a keypair
- 1.8. Creating a GPG2 key
- 1.9. Generating an sos report from the rescue environment
- 1.10. Methods for providing an sos report to Red Hat technical support
第 2 章 Generating and maintaining the diagnostic reports using the RHEL web console
- 2.1. Generating diagnostic reports using the RHEL web console
- 2.2. Downloading diagnostic reports in the RHEL web console
- 2.3. Deleting diagnostic reports using the RHEL web console