Techsupport collection failed due to restart of tech_support_handler service

Products

• VMware Avi Load Balancer

Issue/Introduction

• Tech support generation fails from GUI and CLI.
• Error displayed:
  • GUI
    
  • CLI 
    

    > show techsupport virtualservice_name
    +---------------------+----------------------------------------------------------------------------------+
    | Field               | Value                                                                            |
    +---------------------+----------------------------------------------------------------------------------+
    | uuid                | techsupport-uuid                                                                 |
    | name                | virtualservice_name                                                              |
    | state               |                                                                                  |
    |   state             | TECHSUPPORT_FSM_ERROR                                                            |
    |   reason            | Techsupport collection failed due to restart of tech_support_handler service.    |

  • Using the procedure described in 402033, when generating a tech support bundle using the generate_techsupport.py script, the output file is created under /var/lib/avi/tech_support/ by default and is automatically deleted from this location after a short period of time.
    

Environment

• VMware AVI Load Balancer: 31.2.X
  

Cause

 

• During tech support collection, the Memory Balancer terminated the tech_support_handler service due to memory pressure.
• The service stop and start logs can be found in /var/log/upstart/tech_support_handler.log.
  
• When the tech_support_handler service restarts, the ongoing tech support task cannot resume and is marked as failed.
• The failure logs can be found in /var/lib/avi/log/techsupport_handler.INFO.
  

  Techsupport collection failed due to restart of tech_support_handler service
  
  TECHSUPPORT_FSM_ERROR

  
  
  

Resolution

Workaround:

• Change the tech support output path to /tmp/ while generating the bundle.

  • SSH to Controller node and run:

    cd /opt/avi/scripts
    python3 generate_techsupport.py -o /tmp/
    

  • Verify that the bundle is generated under /tmp/
    

  • Export the generated bundle from /tmp/

  • Repeat the above steps on all Controller nodes.

• If the issue persists, please contact VMware Avi Support for further assistance. 

Additional Information

• If the issue reoccurs, review /var/lib/avi/log/stats_collection.log to identify the process consuming high memory that triggered the restart of the tech_support_handler service.