This is the documentation for CDH 5.1.x. Documentation for other versions is available at Cloudera Documentation.

Appendix J - Before Logging a Support Case

Before you log a support case, ensure you have either part or all of the following information to help Support investigate your case.

  • If possible, provide a diagnostic data bundle following the instructions here: Sending Diagnostic Data to Cloudera.
  • Provide details about the issue such as what was observed and what the impact was.
  • Provide any error messages that were seen, using screen capture if necessary & attach to the case.
  • If you were running a command or performing a series of steps, provide the commands and the results, captured to a file if possible.
  • Specify whether the issue is took place in a new install or a previously-working cluster.
  • Mention any configuration changes made in the follow-up to the issue being seen.
  • Specify the type of release environment the issue is taking place in, such as sandbox, development or production.
  • The severity of the impact and whether it is causing outage.

For security-specific issues, continue reading:

Kerberos Issues

  • For Kerberos issues, your krb5.conf and kdc.conf files are valuable for support to be able to understand your configuration.
  • If you are having trouble with client access to the cluster, provide the output for klist -ef after kiniting as the user account on the client host in question. Additionally, confirm that your ticket is renewable by running kinit -R after successfully kiniting.
  • Specify if you are authenticating (kiniting) with a user outside of the Hadoop cluster's realm (such as Active Directory, or another MIT Kerberos realm).
  • If using AES-256 encryption, please ensure you have the Unlimited Strength JCE Policy Files deployed on all cluster and client nodes.

SSL/TLS Issues

  • Specify whether you are using a private/commercial CA for your certificates, or if they are self-signed.
  • Clarify what services you are attempting to setup SSL/TLS for in your description.
  • When troubleshooting SSL/TLS trust issues, provide the output of the following openssl command:
    openssl s_client -connect

LDAP Issues

  • Specify the LDAP service in use (Active Directory, OpenLDAP, one of Oracle Directory Server offerings, OpenDJ, etc)
  • Provide a screenshot of the LDAP configuration screen you are working with if you are troubleshooting setup issues.
  • Be prepared to troubleshoot using the ldapsearch command (requires the openldap-clients package) on the host where LDAP authentication or authorization issues are being seen.
Page generated September 3, 2015.