TABLE OF CONTENTS


Purpose

The purpose of this document is to educate the customer to understand the minimum information required for opening cases with TAC. 

1. Problem description

To troubleshooting and provide `swift resolution of the problem, the support engineer needs to have a detailed understanding of the problem. So, while opening the issue please provide a detailed problem summary along with supporting logs.

2. Product information

Must provide the product information on which the issue is seen along with the hardware details. Useful commands:

show system details
show system package-info


3. Timeline or sequence of events

It is important to know for the TAC engineer about the start and end time of the issue. So please provide this information.

4. Configuration Changes

Please review if there are any changes made in your network and provide this information while opening the case. 

Below cli provides this info about the changes time stamp on FlexVNF.

show commit list

5. Validation Checks done


Please check following before reach out to versa support.


    - Verify there are no power issues causing shutdown/hard down of Versa devices.

    - Verify WAN IP is pingable.

    - Verify WAN nexthop is reachable.

    - Verify there are no underlay transport issues, refer to the KB Troubleshooting Underlay Loss

    - Verify any recent WAN circuit changes are causing issues

    - Verify any recent config changes are causing issues.

    - Verify there are no duplicate IPs

    - Please refer HOW TO and KB articles for find more issues at - HOW TO and KB Articles 


6. Check the KB articles and Known Issue list.

We maintain a known issue list on the support portal for issues that are already identified.

Check known issues at for already known issues in specific releases - Known Issue

Please search your issue in How to or KB articles at -  KB Articles 

Also, It’s a good idea to read release notes related to the release you are running which provides insight into the bugs fixed and prerequisite for the upgrade in upgrade-related issues. Refer release notes at -  Release Notes

7. Verify no configuration issues by referring configuration guide


Refer documentation and make sure it there are no configuration issues. Please find documentation at - https://docs.versa-networks.com/

8. Logs

For uploading the logs file bigger than 20MB  we use the upload link https://upload.versa-networks.com/ Every customer has their own unique login credentials which you have to acquire one time from Versa and share within your teams. Reach out to support in case you need to reset the credentials.


9. Contact Support

Log the putty/terminal session to capture all outputs when performing the checks, will be helpful when engaging Support.

Support case with Versa Networks Customer Support team can be open in one of the following ways:

Log in to https://support.versa-networks.com/support/login

Call toll-free numbers:

Email Versa Support: -

support@versa-networks.com