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Troubleshooting Redis for PCF

Page last updated:

In this topic:

• Useful Debugging Commands
• About the Redis CLI
• Troubleshooting Errors
  • Failed Install
  • Cannot Create or Delete Service Instances
  • Broker Request Timeouts
  • Cannot Bind to or Unbind from Service Instances
  • Cannot Connect to a Service Instance
  • Upgrade All Instances Fails
  • Missing Logs and Metrics
  • Error Messages Logged in Syslog
  • Failed Backup
  • Orphaned Instances
• Troubleshooting Components
  • BOSH Problems
  • Configuration
  • Authentication
  • Networking
  • Quotas
• Techniques for Troubleshooting
  • Parse a Cloud Foundry (CF) Error Message
  • Access Broker and Instance Logs and VMs
  • Run Service Broker Errands to Manage Brokers and Instances
  • Get Admin Credentials for a Service Instance
  • Reinstall a Tile
  • View Resource Saturation and Scaling
  • Identify Service Instance Owner
  • Monitor Quota Saturation and Service Instance Count
• Knowledge Base Articles

This topic lists troubleshooting information for Redis for PCF.

Note: Some of the troubleshooting approaches in this topic suggest potentially destructive operations. Pivotal recommends that you back up both your Ops Manager and deployments before attempting such opperations.

For more information about backing up your setup and exporting your Ops Manager installation, see Backing Up Pivotal Cloud Foundry with BBR

Useful Debugging Commands

Before debugging, gather the following about your PCF deployment:

• Current version of Redis for PCF, and, if upgrading, the previous version of Redis for PCF
• Current version of Ops Manager, and, if upgrading, the previous version of Ops Manager

cf CLI Commands

BOSH CLI Commands

You can obtain general information after you SSH into a broker or service instance as follows:

• To see system logs, go to /var/vcap/sys/log.
• To check process health, run sudo monit summary.
• To obtain a list of all processes, run ps aux.
• To see disk usage, run df -h.
• To see memory usage, run free -m.

You can obtain information specific to the cf-redis broker as follows:

• For shared-VMs, the redis processes are colocated with the CF-Redis broker. You can check these VMs using ps aux | grep redis-server.
• Shared-VM data is stored in /var/vcap/store/cf-redis-broker/redis-data.
• A map of dedicated-VMs can be found in /var/vcap/store/cf-redis-broker/statefile.json.

About the Redis CLI

The redis-cli is a command line tool used to access a Redis server. You can use the redis-cli for create, read, update, and delete (CRUD) actions, and to set configuration values. For more information about the redis-cli, see redis-cli, the Redis command line interface in the Redis documentation.

To access the redis-cli, do the following:

1. Follow the instructions in Access the Redis Service to retrieve the password and port number for the service instance.

2. SSH into the service instance.

3. Connect to the Redis server and enter the redis-cli interactive mode by running:

   /var/vcap/packages/redis/bin/redis-cli -p PORT -a PASSWORD
   

   Where:

   • PORT is the port number retrieved in step one.
   • PASSWORD is the password retrieved in step one.
   For more information about the redis-cli interactive mode, see Interactive Mode in the Redis documentation.

Troubleshooting Errors

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

Failed Install

1. Certificate issues: The on-demand broker (ODB) requires valid certificates. Ensure that your certificates are valid and generate new ones if necessary.
2. Deploy fails: Deploys can fail for a variety of reasons. View the logs using Ops Manager to determine why the deploy is failing.
3. Networking problems:
   • Cloud Foundry cannot reach the Redis for PCF service broker
   • Cloud Foundry cannot reach the service instances
   • The service network cannot access the BOSH director
4. Register broker errand fails.
5. The smoke test errand fails.
6. Resource sizing issues: These occur when the resource sizes selected for a given plan are less than the Redis for PCF service requires to function. Check your resource configuration in Ops Manager and ensure that the configuration matches that recommended by the service.
7. Other service-specific issues.

Cannot Create or Delete Service Instances

If developers report errors such as:

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

Follow these steps:

1. If the BOSH error shows a problem with the deployment manifest, open the manifest in a text editor to inspect it.

2. To continue troubleshooting, Log in to BOSH and target the Redis for PCF service instance using the instructions on parsing a Cloud Foundry error message.

3. Retrieve the BOSH task ID from the error message and run the following command:

   bosh task TASK-ID
   

4. If you need more information, access the broker logs and use the broker-request-id from the error message above to search the logs for more information. Check for:

   • Authentication errors
   • Network errors
   • Quota errors

Broker Request Timeouts

If developers report errors such as:

Server error, status code: 504, error code: 10001, message: The request to the service broker timed out: https://BROKER-URL/v2/service_instances/e34046d3-2379-40d0-a318-d54fc7a5b13f/service_bindings/aa635a3b-ef6d-41c3-a23f-55752f3f651b

Follow these steps:

1. Confirm that Cloud Foundry (CF) is connected to the service broker.
2. Check the BOSH queue size:
   1. Log into BOSH as an admin.
   2. Run bosh tasks.
3. If there are a large number of queued tasks, the system may be under too much load. BOSH is configured with two workers and one status worker, which may not be sufficient resources for the level of load. Advise app developers to try again once the system is under less load.

Cannot Bind to or Unbind from Service Instances

Instance Does Not Exist

If developers report errors such as:

Server error, status code: 502, error code: 10001, message: Service broker error: instance does not exist`

Follow these steps:

1. Confirm that the Redis for PCF service instance exists in BOSH and obtain the GUID CF by running:

   cf service MY-INSTANCE --guid
   

2. Using the GUID obtained above, the following BOSH CLI command:

   bosh -d service-instance_GUID vms
   

If the BOSH deployment is not found, it has been deleted from BOSH. Contact Pivotal support for further assistance.

Other Errors

If developers report errors such as:

Server error, status code: 502, error code: 10001, message: Service broker error: There was a problem completing your request. Please contact your operations team providing the following information: service: example-service, service-instance-guid: 8d69de6c-88c6-4283-b8bc-1c46103714e2, broker-request-id: 15f4f87e-200a-4b1a-b76c-1c4b6597c2e1, operation: bind

To find out the exact issue with the binding process:

1. Access the service broker logs.

2. Search the logs for the broker-request-id string listed in the error message above.

3. Contact Pivotal support for further assistance if you are unable to resolve the problem.

4. Check for:

   • Authentication errors
   • Network errors

Cannot Connect to a Service Instance

If developers report that their app cannot use service instances that they have successfully created and bound:

Ask the user to send application logs that show the connection error. If the error is originating from the service, then follow Redis for PCF-specific instructions. If the issue appears to be network-related, then:

1. Check that application security groups are configured correctly. Access should be configured for the service network that the tile is deployed to.

2. Ensure that the network the Pivotal Application Service (PAS) tile is deployed to has network access to the service network. You can find the network definition for this service network in the BOSH Director tile.

3. In Ops Manager go into the service tile and see the service network that is configured in the networks tab.

4. In Ops Manager go into the PAS tile and see the network it is assigned to. Make sure that these networks can access each other.

Upgrade All Instances Fails

If the upgrade-all-service-instances errand fails, look at the errand output in the Ops Manager log.

If an instance fails to upgrade, debug and fix it before running the errand again to prevent any failure issues from spreading to other on-demand instances.

Once the Ops Manager log no longer lists the deployment as failing, re-run the errand to upgrade the rest of the instances.

Missing Logs and Metrics

If no logs are being emitted by the on-demand broker, check that your syslog forwarding address is correct in Ops Manager.

1. Ensure you have configured syslog for the tile.

2. Ensure that you have network connectivity between the networks that the tile is using and the syslog destination. If the destination is external, you need to use the public ip VM extension feature available in your Ops Manager tile configuration settings.

3. Verify that the Firehose is emitting metrics:

   1. Install the cf nozzle plugin. For instructions, see the firehose plugin GitHub repository.

   2. To find logs from your service in the cf nozzle output, run the following:

      cf nozzle -f ValueMetric | grep --line-buffered "on-demand-broker/MY-SERVICE"
      

If no metrics appear within five minutes, verify that the broker network has access to the Loggregator system on all required ports.

Contact Pivotal support if you are unable to resolve the issue.

Error Messages Logged in Syslog

• AOF Write or Rewrite Errors
• Saving Error

AOF Write or Rewrite Errors

Short write while writing to the AOF file

Opening the temp file for AOF rewrite in rewriteAppendOnlyFile(): No space left on device

Background AOF rewrite terminated with error

1. SSH into the affected Redis instance.
2. Log into the redis-cli.
3. Run redis-cli CONFIG SET appendonly no to disable AOF persistence.
4. Delete the /var/vcap/store/redis/appendonly.aof file.
5. Run kill -HUP REDIS-SERVER-PID to restart the Redis process.
6. Run redis-cli CONFIG SET appendonly yes to re-enable AOF persistence.

Saving Error

Background saving error

Failed opening the RDB file dump.rdb (in server root dir /var/vcap/store/redis) for saving: No space left on device

1. Ensure the disk is configured to at least 2.5x the VM memory for the on-demand broker and 3.5x the VM memory for cf-redis-broker.
2. Check if the AOF is using too much disk space by doing the following:
   1. BOSH SSH into the affected service instance VM.
   
   
   2. Run cd /var/vcap/store/redis; ls -la to list the size of each file.
   
   
   3. If the appendonly.aof file is large, follow the instuctions in AOF Write or Rewrite Errors.

Failed Backup

Backup has failed. Redis must be running for a backup to run

Orphaned Instances

• Both CF and BOSH maintain state. Orphaned instances can occur if the CF state is out of sync with BOSH. For example, the deployments or VMs have been deprovisioned by BOSH but the call to update the CF state failed.
• If a call to deprovision a service instance was made directly to BOSH rather than through the cf CLI.

• If this is the first occurrence: Pivotal recommends that you purge instances by running cf purge-service-instance SERVICE-INSTANCE.
• If this is a repeated occurrence: Contact Pivotal support for further assistance, and include the following:
  • A snippet of your broker.log around the time of the incident
  • The deployment manifest of failed instances, hiding private information like passwords
  • Any recent logs that you can recover from the failed service instance

Troubleshooting Components

BOSH Problems

Large BOSH Queue

On-demand service brokers add tasks to the BOSH request queue, which can back up and cause delay under heavy loads. An app developer who requests a new Redis for PCF instance sees create in progress in the Cloud Foundry Command Line Interface (cf CLI) until BOSH processes the queued request.

Ops Manager currently deploys two BOSH workers to process its queue. Future versions of Ops Manager will let users configure the number of BOSH workers.

Configuration

Service Instances in Failing State

You may have configured a VM / Disk type in tile plan page in Ops Manager that is insufficiently large for the Redis for PCF service instance to start. See tile-specific guidance on resource requirements.

Authentication

UAA Changes

If you have rotated any UAA user credentials then you may see authentication issues in the service broker logs.

To resolve this, redeploy the Redis for PCF tile in Ops Manager. This provides the broker with the latest configuration.

Note: You must ensure that any changes to UAA credentials are reflected in the Ops Manager credentials tab of the Pivotal Application Service (PAS) tile.

Networking

Common issues with networking include:

Validate Service Broker Connectivity to Service Instances

To validate connectivity, do the following:

1. To SSH into the Redis for PCF service broker, run the following commnand:

   bosh -d service-instance_GUID ssh
   

2. If no BOSH task-id appears in the error message, look in the broker log using the broker-request-id from the task.

Validate App Access to Service Instance

Use cf ssh to access to the app container, then try connecting to the Redis for PCF service instance using the binding included in the VCAP_SERVICES environment variable.

Quotas

Plan Quota issues

If developers report errors such as:

Message: Service broker error: The quota for this service plan has been exceeded. 
Please contact your Operator for help.

1. Check your current plan quota.
2. Increase the plan quota.
3. Log into Ops Manager.
4. Reconfigure the quota on the plan page.
5. Deploy the tile.
6. Find who is using the plan quota and take the appropriate action.

Global Quota Issues

If developers report errors such as:

Message: Service broker error: The quota for this service has been exceeded. 
Please contact your Operator for help.

1. Check your current global quota.
2. Increase the global quota.
3. Log into Ops Manager.
4. Reconfigure the quota on the on-demand settings page.
5. Deploy the tile.
6. Find out who is using the quota and take the appropriate action.

Failing jobs and unhealthy instances

To determine whether there is an issue with the Redis for PCF service deployment, inspect the VMs. To do so, run the following command:

bosh -d service-instance_GUID vms --vitals

For additional information, run the following command:

bosh instances --ps --vitals

If the VM is failing, follow the service-specific information. Any unadvised corrective actions (such as running BOSH restart on a VM) can cause issues in the service instance.

Techniques for Troubleshooting

• Interacting with the on-demand service broker
• Interacting with on-demand service instance BOSH deployments
• Performing general maintenance and housekeeping tasks

Parse 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 Pivotal 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.

Access Broker and Instance Logs and VMs

Before following the procedures below, log into the cf CLI and the BOSH CLI.

Access Broker Logs and VM(s)

You can access logs using Ops Manager by clicking on the Logs tab in the tile and downloading the broker logs.

To access logs using the BOSH CLI, do the following:

1. Identify the on-demand broker (ODB) deployment by running the following command:

   bosh deployments
   

2. View VMs in the deployment by running the following command:

   bosh -d DEPLOYMENT-NAME instances
   

3. SSH onto the VM by running the following command:

   bosh -d service-instance_GUID ssh
   

4. Download the broker logs by running the following command:

   bosh -d service-instance_GUID logs
   

The archive generated by BOSH or Ops Manager includes the following logs:

Access Service Instance Logs and VMs

1. To target an individual service instance deployment, retrieve the GUID of your service instance with the following cf CLI command:

   cf service MY-SERVICE --guid
   

2. To view VMs in the deployment, run the following command:

   bosh -d DEPLOYMENT-NAME instances
   

3. To SSH into a VM, run the following command:

   bosh -d service-instance_GUID ssh
   

4. To download the instance logs, run the following command:

   bosh -d service-instance_GUID logs
   

Run Service Broker Errands to Manage Brokers and Instances

From the BOSH CLI, you can run service broker errands that manage the service brokers and perform mass operations on the service instances that the brokers created. These service broker errands include:

• register-broker registers a broker with the Cloud Controller and lists it in the Marketplace.

• deregister-broker deregisters a broker with the Cloud Controller and removes it from the Marketplace.

• upgrade-all-service-instances upgrades existing instances of a service to its latest installed version.

• delete-all-service-instances deletes all instances of service.

• orphan-deployments detects “orphan” instances that are running on BOSH but not registered with the Cloud Controller.

To run an errand, run the following command:

bosh -d DEPLOYMENT-NAME run-errand ERRAND-NAME

For example:

bosh -d my-deployment run-errand deregister-broker

Register Broker

The register-broker errand registers the broker with Cloud Foundry and enables access to plans in the service catalog. Run this errand whenever the broker is re-deployed with new catalog metadata to update the Cloud Foundry catalog.

Plans with disabled service access are not visible to non-admin Cloud Foundry users, including Org Managers and Space Managers. Admin Cloud Foundry users can see all plans including those with disabled service access.

The errand does the following:

• Registers the service broker with Cloud Controller.

• Enables service access for any plans that have the radio button set to enabled in the tile plan page.

• Disables service access for any plans that have the radio button set to disabled in the tile plan page.

• Does nothing for any for any plans that have the radio button set to manual.

To run the errand, run the following command:

bosh -d DEPLOYMENT-NAME run-errand register-broker

Deregister Broker

This errand deregisters a broker from Cloud Foundry.

The errand does the following:

• Deletes the service broker from Cloud Controller
• Fails if there are any service instances, with or without bindings

Use the Delete All Service Instances errand to delete any existing service instances.

To run the errand, run the following command:

bosh -d DEPLOYMENT-NAME run-errand deregister-broker

Upgrade All Service Instances

If you have made changes to the plan definition or uploaded a new tile into Ops Manager, you might want to upgrade all the Redis for PCF service instances to the latest software or plan definition.

The upgrade-all-service-instances errand does the following:

• Collects all of the service instances the on-demand broker has registered
• For each instance the errand does the following serially
  • Issues an upgrade command to the on-demand broker
  • Regenerates the service instance manifest based on its latest configuration from the tile
  • Deploys the new manifest for the service instance
  • Waits for this operation to complete, then proceeds to the next instance
• Adds to a retry list any instances that have ongoing BOSH tasks at the time of upgrade
• Retries any instances in the retry list until all are upgraded

If any instance fails to upgrade, the errand fails immediately. This prevents systemic problems from spreading to the rest of your service instances.

To run the errand, do one of the following:

• Select the errand through the Ops Manager UI and have it run when you click Apply Changes.

• Run the following command.

  bosh -d DEPLOYMENT-NAME run-errand upgrade-all-service-instances
  

Delete All Service Instances

This errand uses the Cloud Controller API to delete all instances of your broker’s service offering in every Cloud Foundry org and space. It only deletes instances the Cloud Controller knows about. It does not delete orphan BOSH deployments.

Note: Orphan BOSH deployments do not correspond to a known service instance. While rare, orphan deployments can occur. Use the orphan-deployments errand to identify them.

The delete-all-service-instances errand does the following:

1. Unbinds all apps from the service instances.
2. Deletes all service instances sequentially. Each service instance deletion includes:
   1. Running any pre-delete errands
   2. Deleting the BOSH deployment of the service instance
   3. Removing any ODB-managed secrets from Credhub
   4. Checking for instance deletion failure, which results in the errand failing immediately
3. Determines whether any instances have been created while the errand was running. If new instances are detected, the errand returns an error. In this case, Pivotal recommends running the errand again.

WARNING: Use extreme caution when running this errand. You should only use it when you want to totally destroy all of the on-demand service instances in an environment.

To run the errand, run the following command:

bosh -d service-instance_GUID delete-deployment

Detect Orphaned Instances Service Instances

A service instance is defined as “orphaned” when the BOSH deployment for the instance is still running, but the service is no longer registered in Cloud Foundry.

The orphan-deployments errand collates a list of service deployments that have no matching service instances in Cloud Foundry and return the list to the operator. It is then up to the operator to remove the orphaned BOSH deployments.

To run the errand, run the following command:

bosh -d DEPLOYMENT-NAME run-errand orphan-deployments

If orphan deployments exist—The errand script does the following:

• Exit with exit code 10
• Output a list of deployment names under a [stdout] header
• Provide a detailed error message under a [stderr] header

For example:

[stdout]
[{"deployment_name":"service-instance_80e3c5a7-80be-49f0-8512-44840f3c4d1b"}]


[stderr]
Orphan BOSH deployments detected with no corresponding service instance in Cloud Foundry. Before deleting any deployment it is recommended to verify the service instance no longer exists in Cloud Foundry and any data is safe to delete.

Errand 'orphan-deployments' completed with error (exit code 10)

These details will also be available through the BOSH /tasks/ API endpoint for use in scripting:

$ curl 'https://bosh-user:bosh-password@bosh-url:25555/tasks/task-id/output?type=result' | jq .
{
  "exit_code": 10,
  "stdout": "[{"deployment_name":"service-instance_80e3c5a7-80be-49f0-8512-44840f3c4d1b"}]\n",
  "stderr": "Orphan BOSH deployments detected with no corresponding service instance in Cloud Foundry. Before deleting any deployment it is recommended to verify the service instance no longer exists in Cloud Foundry and any data is safe to delete.\n",
  "logs": {
    "blobstore_id": "d830c4bf-8086-4bc2-8c1d-54d3a3c6d88d"
  }
}

If no orphan deployments exist—The errand script does the following:

• Exit with exit code 0
• Stdout will be an empty list of deployments
• Stderr will be None

[stdout]
[]

[stderr]
None

Errand 'orphan-deployments' completed successfully (exit code 0)

If the errand encounters an error during running—The errand script does the following:

• Exit with exit 1
• Stdout will be empty
• Any error messages will be under stderr

To clean up orphaned instances, run the following command on each instance:

WARNING: Running this command may leave IaaS resources in an unusable state.

bosh delete-deployment service-instance_SERVICE-INSTANCE-GUID

Get Admin Credentials for a Service Instance

1. Identify the service deployment by GUID.
2. Log in to BOSH.
3. Open the manifest in a text editor.

4. Look in the manifest for the credentials.

Reinstall a Tile

To reinstall a tile in the same environment where it was previously uninstalled:

1. Ensure that the previous tile was correctly uninstalled as follows:
   1. Log in as an admin by running:

      cf login

   2. Confirm that the Marketplace does not list Redis for PCF by running:

      cf m

   3. Log in to BOSH as an admin by running:

      bosh log-in

   4. Display your BOSH deployments to confirm that the output does not show Redis for PCF deployment by running:

      bosh deployments

   5. Run the “delete-all-service-instances” errand to delete every instance of the service.
   6. Run the “deregister-broker” errand to delete the service broker.
   7. Delete the service broker BOSH deployment by running:

      bosh delete-deployment BROKER-DEPLOYMENT-NAME

   8. Reinstall the tile.

View Resource Saturation and Scaling

To view usage statistics for any service, do the following:

1. Run the following command:

   bosh -d DEPLOYMENT-NAME vms --vitals
   

2. To view process-level information, run:

   bosh -d DEPLOYMENT-NAME instances --ps
   

Identify Service Instance Owner

If you want to identify which apps are using a specific service instance from the BOSH deployments name, you can run the following steps:

1. Take the deployment name and strip the service-instance_ leaving you with the GUID.
2. Log in to CF as an admin.

3. Obtain a list of all service bindings by running the following:

   cf curl /v2/service_instances/GUID/service_bindings
   

4. The output from the above curl gives you a list of resources, with each item referencing a service binding, which contains the APP-URL. To find the name, org, and space for the app, run the following:

   1. cf curl APP-URL and record the app name under entity.name.
   2. cf curl SPACE-URL to obtain the space, using the entity.space_url from the above curl. Record the space name under entity.name.
   3. cf curl ORGANIZATION-URL to obtain the org, using the entity.organization_url from the above curl. Record the organization name under entity.name.

Note: When running cf curl ensure that you query all pages, because the responses are limited to a certain number of bindings per page. The default is 50. To find the next page curl the value under next_url.

Monitor Quota Saturation and Service Instance Count

Quota saturation and total number of service instances are available through ODB metrics emitted to Loggregator. The metric names are shown below:

Note: Quota metrics are not emitted if no quota has been set.

Knowledge Base Articles

The following are Pivotal Knowledge Base articles about Redis for PCF:

• Create an empty service network to use the Redis tile without enabling the on-demand service
• Can’t redeploy Redis for PCF if shared-VM persistent disk full
• Issue with upgrading tile
• Issue with deploy failing
• Redis instance alive after successful de-provisioning
• PCF Redis dedicated instance fails to persist to disk
• Redis error when saving changes after a back to AWS S3: Error: Access Denied for bucket’
• Internet access disabled for tile and instances
• Removing dedicated-VM service instances on CF when already deleted from BOSH
• Migrating from dedicated-VM service plans to on-demand service plans