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copyright lastupdated keywords subcollection
years
2023
2024-06-07
secure-infrastructure-vpc

{{site.data.keyword.attribute-definition-list}}

Getting help and support for the VPC landing zone deployable architectures

{: #help-support}

If you experience an issue or have questions when you deploy a VPC landing zone deployable architecture, you can use the following resources before you open a support case. {: shortdesc}

  • Review the FAQs.
  • {{site.data.keyword.cloud_notm}} icon Check the status of the {{site.data.keyword.cloud_notm}} platform and resources by going to the Status page{: external}.
  • GitHub icon Review the GitHub issues{: external} to see whether other users experienced the same problem.
  • Review the troubleshooting documentation to troubleshoot and resolve common issues.

If you still can't resolve the problem, you can open a support case. For more information, see Creating support cases. If you're looking to provide feedback, see Submitting feedback.

Providing support case details

{: #support-case-details}

To ensure that the support team can start investigating your case to provide a timely resolution, include details from the {{site.data.keyword.bpshort}} logs:

  1. Find the {{site.data.keyword.bpshort}} log:

    1. In the {{site.data.keyword.cloud_notm}} console, go to Schematics > Workspaces > deployable architecture instance.
    2. From the workspace Activity page, select the {{site.data.keyword.bpshort}} apply action that failed.
    3. Click Jobs to see the detailed log output.

  2. Provide errors from the {{site.data.keyword.bpshort}} log:

    1. In the log file, find the last action that {{site.data.keyword.bpshort}} started before the error occurred. For example, in the following log output, {{site.data.keyword.bpshort}} tried to run a copy script in the instances_module module by using the Terraform null_resource.

      2021/05/24 05:03:41 Terraform apply | module.instances_module.module.compute_remote_copy_rpms.null_resource.remote_copy[0]: Still creating... [5m0s elapsed]
2021/05/24 05:03:41 Terraform apply |
2021/05/24 05:03:42 Terraform apply |
2021/05/24 05:03:42 Terraform apply |
2021/05/24 05:03:42 Terraform apply | Error: timeout - last error: ssh: rejected: connect failed (Connection timed out)

      {: screen}

    2. Paste the errors into the case details.

  3. Provide the architecture name, source URL, and version from the log:

    1. In the log file, find the architecture information. In the following example, you see the Related Workspace, sourcerelease, and sourceurl:

      2023/04/06 18:11:43 Related Workspace: name=deploy-arch-ibm-slz-ocp-04-06-2023, sourcerelease=(not specified), sourceurl=https modules/terraform-ibm-landing-zone/archive/v3.1.2.tar.gz, folder=terraform-ibm-landing-zone-3.1.2/patterns/roks

      {: screen}

    2. Copy the architecture information and paste it into the case details.

Routing your support case

{: #support-case-routing}

To route your support case correctly to speed up resolution, select the applicable product when you open the case.

Routing when you can't deploy successfully

{: #support-routing-no-deploy}

If you can't deploy your deployable architecture, open a support case with the most likely cause of the issue:

  • If you identified the service that you think is causing the error from the {{site.data.keyword.bpshort}} log, use the name of that service as the product name in the case.
  • If you can't identify the error from the {{site.data.keyword.bpshort}} log, use the name of the deployable architecture as it is listed in the IBM Cloud catalog.

Routing when you deployed successfully

{: #support-routing-deploy}

If you successfully deployed, yet have an issue with a service in the deployable architecture, open a support case and use the name of that service.