Where to Go for Support

This documentation applies to NGINX Management Suite Instance Manager 2.0.0 and later.

Support Policy

Instance Manager adheres to the support policy detailed at nginx.com/support.

Support licenses for Instance Manager do not include support for the NGINX instances that are being managed.
Community support is available for NGINX Open Source instances via the NGINX mailing list.
If you need support for NGINX Plus or any of the prebuilt NGINX Open Source packages, you will need to purchase an NGINX license.

Contact NGINX Support

For questions and/or assistance with installing, troubleshooting, or using Instance Manager, contact Support via the MyF5 Customer Portal.

Support Script

There is a bash script in /usr/share/nginx-manager and/or /usr/share/nginx-agent for support cases. This script is meant to be run manually and support may ask you to run it. The resulting information from both the nginx-manager server and nginx-agent instances should be included in any cases opened.

You run the support script by calling it from bash on the command line on nginx-manager. It will use sudo if available and if not run as root.

nginx-manager server:

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

nginx-agent instance:

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

This script gathers the following information:

  • /etc/os-release (this is information on the OS you have)

  • Checks if you are running NGINX, nginx-agent, and nginx-manager

  • Runs the following and saves the output for nginx

    • nginx -T (this is the entire running configuration)
    • nginx -V (this is the version and runtime information for NGINX)
    • /var/log/nginx/* (these are all the log files)
  • Copies the following log files for nginx-manager

    • /var/log/nginx-manager/*
  • Queries the following API calls for nginx-manager

    • GET /api/v0/instances
    • GET /api/v0/scan
    • GET /api/v0/about/system
    • GET /api/v0/about/license
  • Copies the following log files for nginx-agent

    • /var/log/nginx-agent/*

Resulting File

The script will create a file in the /tmp directory by default and call it /tmp/nginx-manager-log.tar.gz.

Review the contents and remove any confidential or private information before sending it to F5.

For example if you kept a private key and certificate in your /etc/nginx-manager directory (which you shouldn’t do) you can remove it by running a command similar to the following:

$ 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

Support information and files sent to F5 Support are protected as per the F5 Support and Maintenance Privacy Statement.

AskF5 Knowledge Base

You can find articles about commonly reported issues and corner cases on AskF5.

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