Clients - Troubleshooting

Created by Binny Jeshan, Modified on Wed, 2 Apr at 3:51 PM by Binny Jeshan

Clients - Troubleshooting

Step-by-step guide for creating support tickets, troubleshooting failed clients, capturing traces, and resolving client issues in the Shasta Cloud Portal.

TABLE OF CONTENTS

Prerequisites
Step-by-Step Instructions

Prerequisites

Login to the Shasta Cloud Portal
Navigate to the left menu and select Clients. This will display the Clients page

Step-by-Step Instructions

Create Support Tickets

Step-1: Access the Clients Page

From the left navigation menu, select Clients to open the Clients page on the main screen.

Step-2: Locate the Client

Use the search or filter options to quickly find the client if the list is long.
Once the client is listed, click the breadcrumb (⋮) icon on the far right of the client’s row.
Select "Support Case" from the dropdown menu.

Step-3: Fill in the Support Ticket Details

A support case form will appear, allowing you to enter relevant details.
Complete the required fields and proceed with submitting the case.

Please fill in the following details to better describe the problem you are facing.

Title: Click on the "Title" field and enter a brief, descriptive title for the issue.
Description: In the "Description" field, provide a detailed explanation of the issue. You may also paste screenshots for better clarity.
Status: By default, the ticket status is set to "Open." You cannot edit it when you are in the process of creating a new ticket.
Severity: Click the dropdown and select the severity level (e.g., Minor, Major, Critical) based on the issue impact.
Category & Sub-Category: The relevant category (e.g., Network) and sub-category (e.g., Clients) would be pre-filled and non-editable.
Attach Supporting Files (Optional): Click Upload a file or drag and drop the file into the attachment box. The maximum file upload size is 20MB.
Confirm Ticket Information: Review all entered details to ensure accuracy.

Step-4: Submit or Discard: Click Create to submit the ticket. If you wish to cancel, click Discard to exit without submitting.

Troubleshooting Failed clients

Step-1: Access the Clients Page

From the left navigation menu, select Clients to open the Clients page.

Step-2: Identify Failed Clients

Click the "Failed" quick filter if failed clients are listed.
The number of failed clients is displayed next to the filter name (e.g., Failed (2) indicates two failed clients).

Step-3: Check Failure Details

Hover over the Failure Reason column to see a brief description.
Click the Info button for a detailed failure reason in a pop-up box.

Step-4: Initiate Detailed Trace Capture

If the client is experiencing network connection issues, click the breadcrumb (⋮) icon on the far right of the client’s row.
Select “Capture Detailed Traces” to open the trace capture dialog.

Step-5: Configure Trace Capture

Enter the Duration (1-60 seconds) for the capture.
(Optional) Specify a Keyword to filter relevant traces.
Click “Create” to start capturing or “Discard” to cancel.

Step-6: Monitor the Capture Progress

A confirmation message appears indicating that trace capture has started.
The Status column will display an in-progress icon, showing that the capture is ongoing.

Step-7: Confirmation that traces are ready

Once the traces are ready, a confirmation message will appear.
The Download icon will be enabled in the Status column.

Step-8: Download Captured Traces

Once the traces are ready, a confirmation message will appear.
The Download icon will be enabled in the Status column.
Click Download to generate a compressed file, such as:

debug-565843bbd848-903cb3b16de8.tar.gz

(where 565843bbd848 is the client’s MAC address)

Step-9: Recapturing Traces (If Needed)

You can repeat the same steps to generate a new trace file.
Example: debug-565843bbd848-123abc456def.tar.gz

These trace files can be attached when filing a Support Case to assist in troubleshooting.

Troubleshooting any client

Step-1: Access the Clients Page

From the left navigation menu, select Clients to open the Clients page.

Step-2: Go to the quick filter “Failed” Step-3: Enter the MAC Address

Type the MAC address of the client device that requires troubleshooting.
If no failed connection attempts are found, a message will appear:

“No failed connection attempt found, to trigger a capture for this MAC address, click here.”

Step-3: Click on the Click Here hyperlink in the text.

Step-4: Select Venues for Troubleshooting

Click on the provided link to initiate the capture.
A Troubleshoot Window will open, displaying the venue tree under the current user hierarchy.
Select the venues where you want to troubleshoot the MAC address and click Next.

Step-5: Wait for Infrastructure Loading

The system will take a few moments to load the applicable infrastructures.
Please wait until the list fully loads.

Step-6: Select Infrastructures for Trace Capture

Once the list of infrastructures appears, select the relevant ones from which traces should be collected.
Click “Get Traces” to begin the capture process.

Step-7: Monitor the Capture Progress

A confirmation message will appear in the top-right corner.
The MAC address will now be listed under Failed Clients with the Status column showing capture progress.

Step-8: Download the Captured Traces

Once the trace capture is completed, the Download Traces button will appear in the Status column.
Click Download to retrieve the log files. These files can be attached when filing a Support Case for further troubleshooting.

For further assistance if you encounter issues, please reach out to Shasta Cloud support.

Article Revision: 3.2