Troubleshooting On-Demand Instances

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This topic provides techniques app developers can use to begin troubleshooting on-demand instances.

Troubleshoot Errors

Start here if you are responding to a specific error or error messages.

Common Service Errors


No Metrics from Log Cache

Symptom You receive no metrics when running the cf tail command.
Cause This might be because the Firehose is disabled in the PAS tile.
Solution Ask your operator to ensure that the V2 Firehose checkbox is enabled, and the Enable Log Cache syslog ingestion checkbox is disabled in the PAS tile. For more information about configuring these checkboxes, see Enable Syslog Forwarding.

If Instances or Database are Inaccessible

You might experience the following during upgrades or in a leader-follower topology:


Temporary Outages

Symptom MySQL for Pivotal Platform service instances can become temporarily inaccessible during upgrades and VM or network failures.
Solution For more information, see Service Interruptions.


Apps Cannot Write to the Database

Symptom You have a leader-follower topology and your apps can no longer write to the database.
Cause The leader VM might be read-only. If you can no longer read to the database as well, your persistent disk might be full.
Solution

For more information about troubleshooting this problem, see Both Leader and Follower Instances Are Read-Only.

If you can no longer read to the database as well, your persistent disk might be full. For more information about troubleshooting inoperable apps, see Apps are Inoperable.


Apps Are Inoperable

Symptom Your apps become inoperable. Read, write, and cf CLI operations do not work.
Cause Your persistent disk might be full
Solution Contact your operator to check if your persistent disk is full. For more information about troubleshooting this problem, see Persistent Disk is Full.


Apps Cannot Connect to the Database

Symptom Apps can fail to connect to the database.
Cause
  • When your app uses MySQL Connector/J v5.1.41 or earlier.
  • When your app uses mutual TLS (mTLS).
Solution


MySQL Connector/J v5.1.41 or Earlier

Symptom

Apps cannot connect to the database when TLS is enabled and the apps are using MySQL Connector/J v5.1.41 or earlier.

Cause

You see errors about certificates.

For example:

Caused by: javax.net.ssl.SSLHandshakeException: Received fatal alert: bad_certificate
        at sun.security.ssl.Alerts.getSSLException(Alerts.java:192) ~[na:1.8.0_152]
Solution

If you cannot update the MySQL Connector/J, do the workaround in How to disable KeyManager and TrustManager in Container Security Provider Framework in the Javanbuildpack in the Pivotal Support knowledge base.


Mutual TLS

Symptom Apps cannot connect to the database when TLS is enabled and your apps uses mTLS.
Cause You see network errors in your app logs.
Solution To resolve this issue disable mTLS in your apps.

Techniques for Troubleshooting

See the following sections for troubleshooting techniques when using the Cloud Foundry Command-Line Interface (cf CLI) to perform basic operations on a MySQL for Pivotal Platform service instance.

Basic cf CLI operations include create, update, bind, unbind, and delete.

Understand a Cloud Foundry (CF) Error Message

Failed operations (create, update, bind, unbind, delete) result in an error message. You can retrieve the error message later by running the cf CLI command cf service INSTANCE-NAME.

$ cf service myservice

Service instance: myservice
Service: super-db
Bound apps:
Tags:
Plan: dedicated-vm
Description: Dedicated Instance
Documentation url:
Dashboard:

Last Operation
Status: create failed
Message: Instance provisioning failed: There was a problem completing your request.
     Please contact your operations team providing the following information:
     service: redis-acceptance,
     service-instance-guid: ae9e232c-0bd5-4684-af27-1b08b0c70089,
     broker-request-id: 63da3a35-24aa-4183-aec6-db8294506bac,
     task-id: 442,
     operation: create
Started: 2017-03-13T10:16:55Z
Updated: 2017-03-13T10:17:58Z

Use the information in the Message field to debug further. Provide this information to Support when filing a ticket.

The task-id field maps to the BOSH task ID. For more information on a failed BOSH task, use the bosh task TASK-ID.

The broker-request-guid maps to the portion of the On-Demand Broker log containing the failed step. Access the broker log through your syslog aggregator, or access BOSH logs for the broker by typing bosh logs broker 0. If you have more than one broker instance, repeat this process for each instance.

Find Information about Your Service Instance

You might need to find the name, GUID, or other information about a service instance. To find this information, do the following:

  1. Log into the space containing the instance or failed instance.

    $ cf login
    

  2. If you do not know the name of the service instance, run cf services to see a listing of all service instances in the space. The service instances are listed in the name column.

    $ cf services
    Getting services in org my-org / space my-space as user@example.com...
    OK
    name          service      plan        bound apps    last operation
    my-instance   p.mysql      db-small                  create succeeded
    

  3. To retrieve more information about a specific instance, run cf service SERVICE-INSTANCE-NAME

  4. To retrieve the GUID of the instance, run cf service SERVICE-INSTANCE-NAME --guid

The GUID is useful for debugging.

Use the Knowledge Base (Community)

Find the answer to your question and browse product discussions and solutions by searching the VMware Tanzu Knowledge Base.

File a Support Ticket

You can file a support ticket here. Be sure to provide the error message from cf service YOUR-SERVICE-INSTANCE.

To expedite troubleshooting, if possible, provide your service broker logs, service instance logs, and BOSH task output. Your cloud operator should be able to obtain these from your error message.