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Contacting Customer Support

When sending a support request, please include the details listed below. Send the request to https://support.ssh.com/.

Key Manager Server Problems​

  1. Please identify the exact operating system. Send the output of the following command for the Key Manager back end and the Key Manager front end:

    # uname -a

    If the Key Manager back end and the Key Manager front end are running on separate machines, clearly identify which server component each output comes from.

    Also, describe if it is a hardened OS, or if there is any specialized configuration compared to a default installation.

  2. The Key Manager configuration file /opt/sshmgr/app/settings.py on the Key Manager back end

  3. Relevant logs from the Key Manager back end: /var/log/messages.

Failed Jobs​

Send the job logs of the failed jobs. These can be acquired from the Logs→Jobs menu. To get the relevant logs, select the jobs and click the View full log link in the associated details panel. Note that each key management operation may consist of multiple jobs.

Database Problems​

If the problem is related to the database, provide the following information in addition to the general troubleshooting information listed above.

  1. The exact version and detailed description of the database installation.

  2. Details of the Key Manager database user. Run the following command (replace username with the name of the database user) on the database machine:

    # id username

Host in the Managed Environment​

If the problem concerns a host in the managed environment, provide also the following information.

  1. The exact operating system details. Also, describe if it is a hardened OS or if there is any specialized configuration compared to a default installation.

  2. The agent log /var/log/ssh-key-agent.log.

  3. Relevant messages. Note that the location of the messages is system-dependent.

    The Unix syslog:

    # cat /var/log/messages | grep sshmgr > sshmgr-messages.txt