When you deploy a service that includes fenced networking, and communications are not functioning as you expect, this article will assist you by outlining the information you need to collect and submit to the support team before they can assist with troubleshooting.

Problem Description

The first thing that's needed is a complete description of what's not working as you expect. Ultimately, the most important thing is to describe what you cannot do which you need to do. The rest of the relevant information will come from the sections listed below.

In order to proceed with troubleshooting, Snow Software Support will need all of the information requested below.

Service Definition & Destination

The first thing that must be described is the service definition itself. This means you must show how the service is configured, so support can understand what's supposed to be deployed. Follow the steps below to determine with which service you are concerned:

1. From the deployed component's Summary tab, under the General section, click the link beside Service Request.
   
2. This brings up a list of possible service requests from which the component was deployed (more than one will be displayed if the component name has been used in the past, but the date of the request should make clear which one is correct). Double click its row to open the request details.
3. The service is listed under Requested Services on the Details tab.
   
4. Browse to Configuration > Self-Service and switch to the Catalog tab. Filter the services list as necessary, and click Edit on the appropriate service.
5. Take a screenshot showing the service’s Component (for each component with a networking issue) and Fencing Configuration page.
   
6. Switch to the Provisioning tab. Take a screenshot of the Destination Details for the destination to which the service was deployed.
   
7. Keep the screenshots to submit with the other information collected in the sections below. 

Deployed Network Settings

Next, you’ll need to collect the network information off each deployed component. For Windows components, you can simply issue the commands:

ipconfig /all > c:\ipconfig.txt

which will pipe the ip configuration information to the specified text file in the root of the C: drive.

This information can be copied directly into the email to support, or  you can zip the output files into a zip with the screenshots from the  previous section.

The equivalent linux command may vary depending on distribution and shell, but is most typically:

ifconfig -a

Additionally, you must run the following command to get the gateway address:

netstat -nr

Basic Network Tests

The most useful test, barring any firewall rules on the components setting a configuration where there will be no response, is pinging the  addresses from various locations (access mode permitting):

1. Ping from outside the fence to the public IP address of the components.
2. Ping from one of the components to the gateway (as assigned on the service’s fencing configuration page).
3. Ping from one of the components to the public IP address of the vRouter.
4. Take screenshots of the results or pipe them to text files to include  with the other information, and include in a zip with all the other  information you've collected when opening the support case.