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RS: Reordered support package sections (#2313)
* DOC-5866 RS: Reordered support package sections * DOC-5866 Fixed img src paths for multitab * DOC-5866 Added links to support package knowledge base article * Update content/operate/rs/installing-upgrading/creating-support-package.md Co-authored-by: Cameron Bates <[email protected]> --------- Co-authored-by: Cameron Bates <[email protected]>
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‎content/operate/rs/installing-upgrading/creating-support-package.md‎

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The process of creating the support package can take several minutes and generates load on the system.
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{{< /note >}}
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## Support package files
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The support package is a zip file that contains all cluster configuration and logs.
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When downloaded from the Cluster Manager UI, the support package's name is `debuginfo.tar.gz`.
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### Database support package files
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Cluster and database support packages collect database details in `database_<bdb_uid>` directories, where `<bdb_uid>` is the database ID, and Redis shard details in `<node_uid>` directories.
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The following table describes the included files:
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| File | Description |
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|------|-------------|
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| ccs-redis.json | Primary node's local cluster configuration store (CCS). |
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| /database_<bdb_uid>/ | Directory that includes files for a specific database.<bdb_uid> is the database ID. |
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| database_<bdb_uid>_ccs_info.txt | Database information from the cluster configuration store (CCS). Includes settings for databases, endpoints, shards, replicas, and CRDB. |
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| database_<bdb_uid>.clientlist | List of clients connected to the database when the support package was created. |
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| database_<bdb_uid>.info | Redis information and statistics for the database. See [`INFO`]({{<relref "/commands/info">}}) for details about the collected fields. |
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| database_<bdb_uid>.rladmin | Database information. See [`rladmin info db`]({{<relref "/operate/rs/references/cli-utilities/rladmin/info#info-db">}}) for an example of collected fields. Also includes creation time, last changed time, Redis version, memory limit, persistence type, eviction policy, hashing policy, and whether SSL, backups, and email alerts are enabled. |
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| database_<bdb_uid>.slowlog | Contains slowlog output, which includes commands that took longer than 10 milliseconds. Only included if `slowlog_in_sanitized_support` is `true` in cluster settings. |
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| /node_<node_uid>/redis_<shard_uid>.txt | For each shard of the specified database only. Includes shard configuration and [information]({{<relref "/commands/info">}}), slowlog information, and latency information. |
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### Node support package files
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Cluster and node support packages collect node details in `node_<node_uid>` directories, where `<node_uid>` is the node ID.
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The following table describes the included files:
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| File | Description |
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|------|-------------|
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| ccs-redis.json | The node's local cluster configuration store (CCS). |
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| /conf/ | Directory that contains configuration files. |
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| /logs/ | Directory that includes logs. |
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| node_<node_uid>.ccs | Includes cluster configuration, node configuration, and DMC proxy configuration. |
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| node_<node_uid>_envoy_config.json | Envoy configuration. |
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| node_<node_uid>.rladmin | Information about the cluster's nodes, databases, endpoints, and shards. See [`rladmin status`]({{<relref "/operate/rs/references/cli-utilities/rladmin/status">}}) for example output. |
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| node_<node_uid>_sys_info.txt | Node's system information including:<br />• Socket files list<br />• Log files list<br />• Processes running on the node<br />• Disk usage<br />• Persistent files list<br />• Memory usage<br />• Network interfaces<br />• Installed packages<br />• Active iptables<br />• OS and platform<br />• Network connection<br />• Status of Redis processes |
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| redis_<shard_uid>.txt | For each shard of the specified database only. Includes shard configuration and [information]({{<relref "/commands/info">}}), slowlog information, and latency information. |
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Each node's `/conf/` directory contains the following files:
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- bootstrap_status.json
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- ccs-paths.conf
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- config.json
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- envoy.yaml
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- gossip_envoy.yaml
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- heartbeatd-config.json
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- last_bootstrap.json
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- local_addr.conf
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- node.id
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- node_local_config.json
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- redislabs_env_config.sh
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- socket.conf
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- supervisord_alert_mgr.conf
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- supervisord_cm_server.conf
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- supervisord_crdb_coordinator.conf
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- supervisord_crdb_worker.conf
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- supervisord_mdns_server.conf
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- supervisord_pdns_server.conf
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Each node's `/conf/` directory also contains the following key and cert modulus files:
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- api_cert.modulus
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- api_key.modulus
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- ccs_internode_encryption_cert.modulus
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- ccs_internode_encryption_key.modulus
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- cm_cert.modulus
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- cm_key.modulus
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- data_internode_encryption_cert.modulus
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- data_internode_encryption_key.modulus
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- gossip_ca_signed_cert.modulus
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- gossip_ca_signed_key.modulus
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- mesh_ca_signed_cert.modulus
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- mesh_ca_signed_key.modulus
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- metrics_exporter_cert.modulus
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- metrics_exporter_key.modulus
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- proxy_cert.modulus
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- proxy_key.modulus
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- syncer_cert.modulus
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- syncer_key.modulus
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## Create support package
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### Cluster Manager UI method
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{{< multitabs id="create-support-package"
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tab1="Cluster Manager UI"
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tab2="rladmin"
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tab3="REST API" >}}
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To create a support package from the Cluster Manager UI:
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1. In the navigation menu, select **Support**.
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{{<image filename="images/rs/screenshots/create-support-package/support-package-dialog.png" width="60%" alt="Select Support from the navigation menu and create a support package.">}}
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<img src="../../../../images/rs/screenshots/create-support-package/support-package-dialog.png" alt="Select Support from the navigation menu and create a support package.">
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1. Click **Proceed**.
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- Select a specific database from the **Database name (Database ID)** list to include information about that database only.
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{{<image filename="images/rs/screenshots/create-support-package/generate-support-package-select-db.png" width="60%" alt="The list of databases you can include in the support package.">}}
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<img src="../../../../images/rs/screenshots/create-support-package/generate-support-package-select-db.png" alt="The list of databases you can include in the support package.">
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- **For Nodes**: Creates a support package that includes node information.
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- Select **All Nodes** from the **Node ID (IP Addresses)** list to include information about all nodes in the cluster.
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- Select a specific node from the **Node ID (IP Addresses)** list to include information about that node only.
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{{<image filename="images/rs/screenshots/create-support-package/generate-support-package-select-node.png" width="60%" alt="The list of nodes you can include in the support package.">}}
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<img src="../../../../images/rs/screenshots/create-support-package/generate-support-package-select-node.png" alt="The list of nodes you can include in the support package.">
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1. Click **Generate package**.
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1. The package is created and downloaded by your browser.
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{{<image filename="images/rs/screenshots/create-support-package/support-package-created-alert.png" width="60%" alt="An alert appears that says, 'Support package created, attach it to your request in the Redis Support portal'. The Redis Support portal is a button you can click to contact Redis Support.">}}
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<img src="../../../../images/rs/screenshots/create-support-package/support-package-created-alert.png" alt="An alert appears that says, 'Support package created, attach it to your request in the Redis Support portal'. The Redis Support portal is a button you can click to contact Redis Support.">
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### Command-line method
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-tab-sep-
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If package creation fails with `internal error` or if you cannot access the UI, create a support package for the cluster from the command line on any node in the cluster using the [`rladmin cluster debug_info`]({{< relref "/operate/rs/references/cli-utilities/rladmin/cluster/debug_info" >}}) command:
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Upload the tar file to [Redis support](https://redis.com/company/support/). The path to the archive is shown in the command output.
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### REST API method
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-tab-sep-
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You can also use `debuginfo` [REST API]({{< relref "/operate/rs/references/rest-api" >}}) requests to create and download support packages.
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You can use `debuginfo` [REST API]({{< relref "/operate/rs/references/rest-api" >}}) requests to create and download support packages.
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To download debug info from all nodes and databases:
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```sh
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GET /v1/bdbs/<uid>/debuginfo
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```
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{{< /multitabs >}}
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## Support package files
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The support package is a zip file that contains all cluster configuration and logs.
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When downloaded from the Cluster Manager UI, the support package's name is `debuginfo.tar.gz`.
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### Database support package files
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Cluster and database support packages collect database details in `database_<bdb_uid>` directories, where `<bdb_uid>` is the database ID, and Redis shard details in `<node_uid>` directories.
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The following table describes the included files:
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| File | Description |
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|------|-------------|
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| ccs-redis.json | Primary node's local cluster configuration store (CCS). |
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| /database_<bdb_uid>/ | Directory that includes files for a specific database.<bdb_uid> is the database ID. |
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| database_<bdb_uid>_ccs_info.txt | Database information from the cluster configuration store (CCS). Includes settings for databases, endpoints, shards, replicas, and CRDB. |
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| database_<bdb_uid>.clientlist | List of clients connected to the database when the support package was created. |
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| database_<bdb_uid>.info | Redis information and statistics for the database. See [`INFO`]({{<relref "/commands/info">}}) for details about the collected fields. |
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| database_<bdb_uid>.rladmin | Database information. See [`rladmin info db`]({{<relref "/operate/rs/references/cli-utilities/rladmin/info#info-db">}}) for an example of collected fields. Also includes creation time, last changed time, Redis version, memory limit, persistence type, eviction policy, hashing policy, and whether SSL, backups, and email alerts are enabled. |
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| database_<bdb_uid>.slowlog | Contains slowlog output, which includes commands that took longer than 10 milliseconds. Only included if `slowlog_in_sanitized_support` is `true` in cluster settings. |
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| /node_<node_uid>/redis_<shard_uid>.txt | For each shard of the specified database only. Includes shard configuration and [information]({{<relref "/commands/info">}}), slowlog information, and latency information. |
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### Node support package files
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Cluster and node support packages collect node details in `node_<node_uid>` directories, where `<node_uid>` is the node ID.
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The following table describes the included files:
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| File | Description |
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|------|-------------|
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| ccs-redis.json | The node's local cluster configuration store (CCS). |
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| /conf/ | Directory that contains configuration files. |
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| /logs/ | Directory that includes logs. |
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| node_<node_uid>.ccs | Includes cluster configuration, node configuration, and DMC proxy configuration. |
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| node_<node_uid>_envoy_config.json | Envoy configuration. |
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| node_<node_uid>.rladmin | Information about the cluster's nodes, databases, endpoints, and shards. See [`rladmin status`]({{<relref "/operate/rs/references/cli-utilities/rladmin/status">}}) for example output. |
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| node_<node_uid>_sys_info.txt | Node's system information including:<br />• Socket files list<br />• Log files list<br />• Processes running on the node<br />• Disk usage<br />• Persistent files list<br />• Memory usage<br />• Network interfaces<br />• Installed packages<br />• Active iptables<br />• OS and platform<br />• Network connection<br />• Status of Redis processes |
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| redis_<shard_uid>.txt | For each shard of the specified database only. Includes shard configuration and [information]({{<relref "/commands/info">}}), slowlog information, and latency information. |
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Each node's `/conf/` directory contains the following files:
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- bootstrap_status.json
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- ccs-paths.conf
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- config.json
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- envoy.yaml
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- gossip_envoy.yaml
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- heartbeatd-config.json
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- last_bootstrap.json
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- local_addr.conf
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- node.id
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- node_local_config.json
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- redislabs_env_config.sh
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- socket.conf
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- supervisord_alert_mgr.conf
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- supervisord_cm_server.conf
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- supervisord_crdb_coordinator.conf
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- supervisord_crdb_worker.conf
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- supervisord_mdns_server.conf
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- supervisord_pdns_server.conf
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Each node's `/conf/` directory also contains the following key and cert modulus files:
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- api_cert.modulus
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- api_key.modulus
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- ccs_internode_encryption_cert.modulus
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- ccs_internode_encryption_key.modulus
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- cm_cert.modulus
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- cm_key.modulus
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- data_internode_encryption_cert.modulus
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- data_internode_encryption_key.modulus
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- gossip_ca_signed_cert.modulus
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- gossip_ca_signed_key.modulus
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- mesh_ca_signed_cert.modulus
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- mesh_ca_signed_key.modulus
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- metrics_exporter_cert.modulus
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- metrics_exporter_key.modulus
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- proxy_cert.modulus
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- proxy_key.modulus
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- syncer_cert.modulus
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- syncer_key.modulus
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## Related info
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- [Uploading Support Packages & Cluster Health Analysis](https://support.redislabs.com/hc/en-us/articles/26502436628370-Uploading-Support-Packages-Cluster-Health-Analysis)

‎content/operate/rs/troubleshooting.md‎

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The [Redis Software knowledge base](https://support.redislabs.com/hc/en-us/categories/26174244088594-Redis-Software) provides additional guides and troubleshooting resources.
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- [Uploading Support Packages & Cluster Health Analysis](https://support.redislabs.com/hc/en-us/articles/26502436628370-Uploading-Support-Packages-Cluster-Health-Analysis)
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- [Tools for Identifying Failures in Clusters](https://support.redislabs.com/hc/en-us/articles/26759137301394-Tools-for-Identifying-Failures-in-Clusters)
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- [Troubleshooting TLS Failures](https://support.redislabs.com/hc/en-us/articles/26867190871314-Troubleshooting-TLS-Failures)

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