VeloCloud SD-Access - Support

Products

• VMware VeloCloud SD-Access

Issue/Introduction

VeloCloud™ SD-Access is a simple, secure, and high-performance remote access service to securely connect remote workers’ endpoints and devices without hardware edges, while providing visibility and insight into the user’s application experience using integrated AIOps.

Environment

Velocloud SD-Access, Velocloud SDWAN-Client

Resolution

To Open a case for VeloCloud SD-Access product, please follow the instructions in the article Contact Broadcom support. It is required to include the Minimum Data Set information along with any other details that you consider useful when opening the ticket. 

 

 

 

Minimum Data Set (Mandatory)

 

 

Customer Name in VCO:
Partner Name in VCO:
VeloCloud Orchestrator URL: (If configured in Ananda portal, please provide the details accordingly))
Customer Business Impact:
How many users are affected?
Were there any recent configuration changes or software upgrades after which the issue is seen.
Was this working before ? Or is this a new setup ?
Are there critical business applications impacted?
Is the issue intermittent or persistent
Issue Start / Stop time(s) in UTC:
Software version:
Detailed Problem Statement:
Requested Assistance:
Technical Analysis done by Partner / Customer Engineer
Have you attached client / Client connector logs in the problem state?

 

 

 

 

Minimum Data Set (Optional)

 

 

Example of an Impacted Flow Source / Destination IP address(es), port number (s):
If a workaround has been put in place, describe those steps and the outcome.
Describe the recurrence pattern. (For eg, Problem increases with increase/decrease of system load)
Debug Outputs (Ping, Traceroute, etc.,)
Any additional information that would help the investigation:

 

 

 

 

 

Additional Information

Log Locations:

 

SD-WAN Client Logs	Linux	/opt/sdwan-client/core/logs
	Windows	C:\Program Files (x86)\SD-WAN Client\Service\logs
	MAC	/Applications/SD-WAN Client.app/Contents/Resources/logs /Users/{current user}/Library/Application Support/sdwan-client/client-logs
	Android / iOS	exported via in app settings
	If SDWAN-Client version is higher than1.39.9, please collect the logs by using the CLI command  sdwan-client-cli.exe --diag_dump
SD-WAN Client Connector Logs	Linux	/opt/sdwan-client/core/logs