This document lists the diagnostic information that helps Cloud Customer Care troubleshoot issues related to SUSE Linux Enterprise Server (SLES) high-availability (HA) clusters running SAP solutions on Google Cloud. Sharing these details when you create a support case helps Customer Care quickly isolate the root cause and reduce the overall resolution time.
Include the following details in your support case:
A complete and detailed description of the problem or error, including the following:
- The current application or system state.
- The date and time when the error occurred.
- If you're facing a performance issue with your SAP workload, then gather diagnostic information about SAP workload performance.
If you're using Google Cloud's Agent for SAP, then generate and share the support bundle.
If you aren't using Google Cloud's Agent for SAP, then collect information about the cluster, which includes the following:
From each node in the HA cluster, the TAR archive of the system report that you generate by running the SUSE
supportconfigutility:supportconfig -l
The TAR archive of log files and node configurations that you generate by running the
hb_reportutility.Specify a start time (from time) that is approximately 1 hour before the issue occurred. Specify an end time (to time) that is at least an hour after the issue was resolved.
Use the following command to run the
hb_reportutility, specifying the from time and to time on the '-f' and '-t' flags, respectively.hb_report -f "yyyy/mm/dd hh:mm" -t "yyyy/mm/dd hh:mm"
For more information from SUSE about the
supportconfigtool and thehb_reportutility, see Indepth HANA Cluster Debug Data Collection (PACEMAKER, SAP).