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Create a support ticket

When creating your support ticket, be descriptive and provide as much information as possible:

  • Write a clear subject line.
  • Select the type of request from the given options.
  • Write a detailed description, including information copied from your log file.
  • Attach screenshots or related files to help our customer success team identify your problem quickly.
  • If possible send a copy of the log file by attaching it to the confirmation email and sending it back to support.

If you need to create a support ticket:

  1. Make a copy of the relevant information from the log file:

    • Copy to your clipboard.
    • Create a text file.
  2. Log into your Cloud One account, and navigate to Support.

  3. Enter your information in the Name, Email, and Country fields.

  4. Select the following for the next three fields:

    • Type of case: Technical support
    • Service: File Storage Security
    • Severity: General guidance
  5. Paste the log event information that you previously copied to your clipboard in the steps above, into the Describe the problem field.

  6. Click Submit.

If you copied the events log to a .txt file, you can share this file with Trend Micro by attaching it to the support ticket confirmation email you receive after successfully submitting a support ticket.

Access log events

Use AWS CLI

  1. Open AWS CloudShell by clicking on the square terminal icon at the top right of the AWS console (next to your account name). If AWS CloudShell is not available for your region, switch to a CloudShell supported region (for example us-west-2) and proceed to fetch log events for the failed stack. You also have the option to use your own terminal.
  2. Run the following command:
    aws cloudformation describe-stack-events --region "<Your Stack Region>" --stack-name \ "<Your Stack Name>" > stackEvents.txt
  3. Under the Actions drop-down, click Download file. In the Download File pop-up window, enter the file path /home/cloudshell-user/stackEvents.txt to complete download.
  4. Copy the contents of the stackEvents.txt file to your clipboard.

Use Azure CLI

To obtain the stack deployment status and input and output parameters for troubleshooting:

  1. Log into Azure CLI, either by:
    • Run login command:
      az login
    • Open a browser page at https://aka.ms/devicelogin and enter the authorization code displayed in your terminal.
  2. Sign in with your account credentials.
  3. Run the appropriate command:
    • All-in-one stack:
      az deployment sub show -n {AllInOne-DeploymentName} > AllInOne-StackDeployment.json
    • Scanner stack:

      az deployment group show -g {ScannerStack-ResourceGroupName} -n scannerStack > ScannerStack-StackDeployment.json
    • Storage stack:

      az deployment group show -g {StorageStack-ResourceGroupName} -n storageStack > StorageStack-StackDeployment.json
  4. Copy the results from the output JSON files to your clipboard.