RHCSA Rapid Track
Describe and use Red Hat Customer Portal key resources to find information from Red Hat documentation and the Knowledgebase.
The Red Hat Customer Portal at https://access.redhat.com gives customers access to documentation, downloads, tools, and technical expertise. The Knowledgebase enables customers to search for solutions, FAQs, and articles. The following list shows some functions of the Red Hat Customer Portal:
Access official product documentation, solutions, and FAQs.
Submit and manage support cases.
Manage software subscriptions and entitlements.
Obtain software downloads, updates, and evaluations.
Access a catalog of security advisories for Red Hat products.
Access an integrated search engine for Red Hat resources.
Access white papers, information sheets, and multimedia presentations.
Participate in community discussions.
Parts of the site are publicly accessible, whereas other areas require an active subscription. Visit https://access.redhat.com/help/ for help with accessing the Red Hat Customer Portal.
Access the Red Hat Customer Portal by visiting https://access.redhat.com/. This section introduces the Red Hat Customer Portal tour at https://access.redhat.com/start.
With the tour, you can discover portal features and maximize the benefits of your Red Hat subscription. After you log in to the Red Hat Customer Portal, click the button.
The window appears. Click the button to start the tour.
The first menus on the tour, on the top navigation bar, are Subscriptions, Downloads, Containers, and Support Cases.
The menu opens a new page to manage your registered systems, subscriptions, and entitlements. This page lists applicable errata information. You can create activation keys to register systems and to ensure correct entitlements. The Organization Administrator for your account might restrict your access to this page.
The menu opens a new page to access your product downloads and to request evaluation for the products with no entitlements.
The menu opens a new page to create, track, and manage your support cases through the Case Management system, if authorized by your organization.
With the menu, manage your account, any accounts for which you are an Organization Administrator, your profile, and email notification options.
The globe icon opens the menu to specify your language preferences for the Red Hat Customer Portal.
Underneath the top navigation bar on the main page are menus to navigate to major categories of resources on the site.
The menu gives access to the Product Hubs, for product-specific evaluations, getting started guides, and other product support information. You can also access documentation for Red Hat products, a knowledge base of support articles, and support policies, and can contact Red Hat Support. You can access services that Red Hat provides, such as Consulting, Technical Account Management, and Training and Certifications.
The menu provides tools to help you to succeed with Red Hat products. The tools help to troubleshoot a product issue, and provide packages and errata information. The section has a collection of web-based applications and tools to help you to improve performance, diagnose issues, identify security problems, and optimize your configurations. The section helps to analyze platforms and applications to predict risk, take recommended actions, and track costs to manage hybrid cloud environments. Insights alert administrators before an outage, or about a security event or overspending.
The menu provides access to the Red Hat Product Security Center for security updates and prevents environments from exposure to security vulnerabilities. This section provides information about high-profile security issues, with access to the security advisories, the Red Hat Common Vulnerabilities and Exposures (CVE) database, the security labs, the Red Hat security blog, security measurement, severity ratings, backporting policies, and product signing GNU Privacy Guard (GPG) keys.
The menu gives access to the Customer Portal Community section for discussions and private groups. This section is a place where Red Hat experts, customers, and partners communicate and collaborate. This section contains discussion forums, blogs, and information about upcoming events.
Note
Red Hat recommends viewing the complete tour at Getting Started with Red Hat, including the sections on the menu, the menu, and the menu. An active subscription is required to access these subscription resources.
The Red Hat Customer Portal provides access to technical support for customers with an active subscription. You can contact support by opening a support case or a chat session, or by phone. For detailed information, visit the https://access.redhat.com/support/policy/support_process address.
Before contacting Red Hat support, it is important to gather relevant information for the report.
Define the problem. State the problem and its symptoms specifically. Provide detailed steps to reproduce the problem.
Gather background information.
Which product and version are affected? Be ready to provide relevant diagnostic information. This information might include the output of the sos report command. For kernel problems, the information might consist of the system's kdump crash dump or a digital photo of the kernel backtrace that is displayed on the monitor of a crashed system.
Determine the severity level. Red Hat uses four severity levels to classify issues. Urgent and High severity problem reports must be followed by a phone call to the relevant local support center (see https://access.redhat.com/support/contact/technicalSupport).
| Severity | Description |
|---|---|
| Urgent (Severity 1) | A problem that severely impacts your use of the software in a production environment. This severity includes loss of production data or malfunctioning production systems. The situation halts your business operations, and no procedural workaround exists. |
| High (Severity 2) | A problem where the software is functioning but its use in a production environment is severely reduced. The situation is causing a high impact on your business operations, and no procedural workaround exists. |
| Medium (Severity 3) | A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. The problem involves a medium to low impact on your business for production environments. The business continues to function by using a procedural workaround. For development environments, the situation is causing problems with migrating your project into production. |
| Low (Severity 4) | A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. The problem involves low to no impact on your business or the performance or functioning of your system. The problem involves medium to low impact on your business for development environments, but your business continues to function by using a procedural workaround. |
The sos report is generally the starting point for Red Hat technical support to investigate the reported problem. This utility provides a standardized way to collect diagnostic information that Red Hat technical support needs for investigating the reported issues. The sos report command collects various debugging information from one or more systems, and provides an option to remove sensitive data. This report is attached to the Red Hat support case. The sos collect command runs and collects individual sos reports from a specified set of nodes. The sos clean command obfuscates potentially sensitive information such as usernames, hostnames, IP or MAC addresses, or other user-specified data.
The following list contains information that can be collected in a report:
The running kernel version
Loaded kernel modules
System and service configuration files
Diagnostic command output
A list of installed packages
You can generate a diagnostics report to submit to Red Hat technical support by using either the web console or the command line.
Use the following steps to generate a diagnostic report from the web console:
To generate an
sosreport from the web console, you must log in as a privileged user.Click , and then click and provide a label for the report in the
Report labelfield.Click again to start generating the report. The diagnostic report takes a few minutes to build.
Click to download the diagnostic report.
Red Hat Enterprise Linux installs the sos report utility with the sos package:
[root@host ~]# dnf install sos
...output omitted...
Complete!Generating the sos report requires root privileges. Run the sos report command to generate the report.
[root@host ~]#sos report...output omitted... Press ENTER to continue, or CTRL-C to quit. Optionally, please enter the case id that you are generating this report for []: ...output omitted... Your sosreport has been generated and saved in:/var/tmp/sosreport-host-2022-03-29-wixbhpz.tar.xz..output omitted... Please send this file to your support representative.
When you provide any support case ID in the previous command, the report attaches directly to the previously created support case. You can also use the sos report command --utility option to send the report to technical support.
Verify that the sos report command created the archive file at the previous location.
[root@host ~]# ls -l /var/tmp/
total 9388
-rw-------. 1 root root 9605952 Mar 29 02:09 sosreport-host-2022-03-29-wixbhpz.tar.xz
-rw-r--r--. 1 root root 65 Mar 29 02:09 sosreport-host-2022-03-29-wixbhpz.tar.xz.sha256
...output omitted...The sos clean command obfuscates personal information from the report.
[root@host ~]# sos clean /var/tmp/sosreport-host-2022-03-29-wixbhpz.tar.xz*
...output omitted...
Press ENTER to continue, or CTRL-C to quit.
...output omitted...
The obfuscated archive is available at
/var/tmp/sosreport-host0-2022-03-29-wixbhpz-obfuscated.tar.xz
...output omitted...
Please send the obfuscated archive to your support representative and keep the mapping file privateThe Red Hat Developer Program at https://developers.redhat.com provides subscription entitlements to Red Hat software for development purposes, documentation, and premium books from experts on microservices, serverless computing, Kubernetes, and Linux. Blog links to information about upcoming events and training and other helpful resources are also available.
For more information, visit https://developers.redhat.com/.
References
sosreport(1) man page
Contacting Red Hat Technical Support
Help - Red Hat Customer Portal
For further information, refer to Generating an SOS Report for Technical Support at https://access.redhat.com/documentation/en-us/red_hat_enterprise_linux/9/html-single/getting_the_most_from_your_support_experience/generating-an-sos-report-for-technical-support_getting-the-most-from-your-support-experience