Diagnostics for VMware Cloud Foundation: Diagnostics Log Assist Connectivity

Products

• VCF Operations

Issue/Introduction

Diagnostics Log Assist requires the configuration of a Unified Cloud Proxy. Communication between the Cloud Proxy and the endpoints is over port 443. Cloud Proxy will communicate with the cloud service eapi.broadcom.com over port 443 as well.

Communication between the Cloud Proxy and the Cloud Service is done during the mapping of inventory for Log Assist and when you start Log Assist. The Unified Cloud Proxy will then start collecting the log bundle from the object selected and upload these log files to the Case you have defined along with the Site ID you have configured. The log files will be streamed from the Object through the Cloud Proxy to the Cloud Service in ~10mb chunks of data. This process is queued so if there is a delay in writing to the Cloud Service the Log Assist job will not fail. 

Log Assist connectivity issues are often related and might occur at the same time, but the underlying issue is usually one. For example, if a cloud proxy is not connected to a VCF Operation node, no other connection required for Log Assist works. The errors you see in the Log Assist workflow are reported by precedence to guide you in troubleshooting the likely root cause.

Environment

Operations for VMware Cloud Foundation 9.0

Resolution

The troubleshooting steps in the validation workflow of a Log Assist workflow are as follows:

Error: No connectivity to the Cloud Proxy

Cause:

• A cloud proxy is not connected to a VCF Ops node, primary or replica.
• The cloud proxy might not be active for some reason, such as a VM being in a maintenance mode or stopped. When you restart VCF Operations, the connectivity status takes up to 10 min to restore. 

Resolution:

• Check the status of the cloud proxy on the Cloud Proxy page or wait 10 minutes after a restart of VCF Ops.

Error: No connectivity to the selected inventory objects

Cause:

• A cloud proxy cannot connect to a VCF component, such as a vCenter instance.

Resolution:

• Check if you have connectivity from the Cloud Proxy to the Component in which you have selected an object. See if the proxy connectivity status in Administration > Cloud Proxies is Online.
• Since separate components might have separate cloud proxies, check the setup of the respective proxy to verify if a network rule or anything in the proxy setup prevents it from functioning correctly.

Error: No connectivity to the Cloud Service

Cause:

• Your VCF Operations Cloud Appliance is not online. 

Resolution:

• Check the network in which you have placed the cloud proxy during the deployment of the cloud proxy ovf template.
• Check your network configuration by logging in to the cloud proxy by using a secure shell and perform a network check, such as pinging https://eapi.broadcom.com. 

Error: Failed authentication or missing permissions

Cause:

• A VCF component to which you have assigned Log Assist does not accept your credentials.

 Resolution:

• Go to Administration > Integrations and check if any of the existing integrations is in a Warning status, and check your credentials.
• For failing permissions, see KB 375817.

Error: The Log Assist job times out

Cause

• The connectivity from the Unified Cloud Proxy and the Cloud Service is down more than 20 minutes and the Log Assist job times out.

Resolution

• If you receive an error “Task with id # is in IN_PROGRESS state more than 20 mins.” reinitialize the Log Assist job.