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get-help-and-support.md

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copyright lastupdated keywords subcollection
years
2017, 2024
2024-08-01
help, support, support case
bare-metal

{{site.data.keyword.attribute-definition-list}}

Getting help and support for bare metal servers

{: #bare-metal-help-and-support}

If you experience an issue or have questions about a bare metal server, you can use the following resources before you open a support case. {: shortdesc}

  • Review the FAQs in the product documentation.
  • Review the troubleshooting documentation to troubleshoot and resolve common issues.
  • Check the status of the {{site.data.keyword.Bluemix_notm}} platform and resources by going to the Status page{: external}.
  • Review Stack Overflow{: external} to see whether other users experienced the same problem. If you ask a question, use the tags ibm-cloud and bare-metal so that the question is seen by the {{site.data.keyword.Bluemix_notm}} development teams.

If you still can't resolve the problem, you can open a support case. For more information, see Creating support cases. If you're looking to provide feedback, see Submitting feedback.

Providing support case details

{: #bare-metal-support-case-details}

To make sure that the support team can start investigating your case to provide a timely resolution, you must include detailed information along with steps to re-create the issue, if applicable. Review the following types of information to include in your support case for issues with bare metal servers.

  1. Provide your transit gateway ID.

    • Run ibmcloud tg gateways to get the ID for the transit gateway in question from the output. Then, collect the output of these commands ibmcloud tg gateway GATEWAY_ID and ibmcloud tg connections GATEWAY_ID.
    • In the output of the previous command, get the connection IDs for the connections to the relevant VPCs, and if relevant, the classic infrastructure connection. Also, collect the output of the following command against each connection ID: ibmcloud tg connection GATEWAY_ID CONNECTION_ID.
    • Ping and trace results for connectivity issues.

  2. Provide a network diagram with your specific setup.

  3. List your source and destination IP addresses.