Where to go for support

Support policy

F5 NGINX Instance Manager follows the support policy detailed in the knowledge base article: K000140156.

Important:

Support licenses for NGINX Instance Manager do not include support for the NGINX instances being managed.

Community support is available for NGINX Open Source instances on the NGINX mailing list. If you need support for NGINX Plus or prebuilt NGINX Open Source packages, you must purchase an NGINX license.

Contact NGINX support

For help with installing, troubleshooting, or using the NGINX Instance Manager, contact support through the MyF5 Customer Portal.

Support script

The Support team might ask you to run one or both of the following scripts to troubleshoot issues. Attach the script outputs to your support case.

  • /usr/share/nginx-manager – for troubleshooting issues with the NGINX Instance Manager host.
  • /usr/share/nginx-agent – for troubleshooting issues with a data plane instance running the NGINX Agent.

Run the support script on the NGINX Instance Manager host

  1. Open an SSH connection to the NGINX Instance Manager host and log in.

  2. Run the following command:

    /usr/share/nginx-manager/support.sh

Run the script on a data plane instance

  1. Open an SSH connection to the data plane instance and log in.

  2. Run the following command:

    /usr/share/nginx-agent/support.sh

Collected information

The scripts collect the following information:

  • System details (/etc/os-release).
  • Checks for installed NGINX, NGINX Instance Manager, and NGINX Agent instances.
  • NGINX data:
    • nginx -T (current configuration).
    • nginx -V (version and runtime details).
    • /var/log/nginx/* (log files).
  • NGINX Instance Manager log files:
    • /var/log/nginx-manager/*
  • API queries from NGINX Instance Manager:
    • GET /api/v0/instances
    • GET /api/v0/scan
    • GET /api/v0/about/system
    • GET /api/v0/about/license
  • NGINX Agent log files:
    • /var/log/nginx-agent/*

Output file

The script creates a file in the /tmp directory, such as /tmp/nginx-manager-log.tar.gz. Review the file and remove confidential information before sharing it with F5.

For example, if your /etc/nginx-manager directory contains private keys or certificates, remove them using:

gzip -d /tmp/nginx-manager-log.tar.gz

tar -f /tmp/nginx-manager-log.tar.gz \
    --delete /etc/nginx-manager/example.key \
    --delete /etc/nginx-manager/example.crt

gzip -9 /tmp/nginx-manager-log.tar.gz
Note:
Files shared with F5 are protected under the F5 Support and Maintenance Privacy Statement.

Additional resources

AskF5 knowledge base

Find solutions to common issues and corner cases on AskF5.

NGINX training and professional services

Get expert guidance and hands-on support from NGINX Professional Services.

Last modified January 3, 2025