Skip to content

Commit 3dc3d3e

Browse files
deadlypants1973deadlypants1973
committed
[CF1] ZTIA troubleshooting guide final step
1 parent 233801b commit 3dc3d3e

File tree

3 files changed

+93
-45
lines changed

3 files changed

+93
-45
lines changed

‎src/content/docs/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access.mdx‎

Lines changed: 9 additions & 1 deletion
Original file line numberDiff line numberDiff line change
@@ -278,7 +278,7 @@ After you have verified that there are no issues with your tunnel's health, conf
278278

279279
### 3. Confirm user existence on the server
280280

281-
To verify the existence of the end user on the server, run the `id <USERNAME>` command on the server to verify that the end user's username exists. If the username does not exist, you must add the user to the server.
281+
To verify the existence of the UNIX user on the server, run the `id <USERNAME>` command on the server to verify that the UNIX username exists. If the username does not exist, you must add the user to the server.
282282

283283
If the user exists on the server, debug your `sshd_config` file in the following step.
284284

@@ -472,3 +472,11 @@ These troubleshooting steps could result in you being locked out of your SSH ser
472472
<Render file="ssh/restart-server" product="cloudflare-one" />
473473

474474
By completing all four troubleshooting steps, you should have resolved any connection issues caused by misconfiguration of the SSH server. If issues persist, [recheck `sshd` logs](/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access/#review-your-sshd-logs). The example [`sshd_config` shared above](/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access/#review-your-sshd_config-file-for-misconfigurations) enables debug logging and may expose more specific issues.
475+
476+
### 5. Contact support
477+
478+
<Render
479+
file="warp/support-ticket-best-practices"
480+
product="cloudflare-one"
481+
params={{ sshMode: true }}
482+
/>

‎src/content/docs/cloudflare-one/team-and-resources/devices/warp/troubleshooting/troubleshooting-guide.mdx‎

Lines changed: 2 additions & 44 deletions
Original file line numberDiff line numberDiff line change
@@ -471,48 +471,6 @@ To reset the encryption keys on an end user's desktop:
471471

472472
Resetting the encryption keys forces the WARP client to reestablish its tunnel and retrieve the latest configuration.
473473

474-
## 5. File a support ticket
475-
476-
Effective troubleshooting depends on clear, detailed support tickets. The more context you provide, the faster support can identify and resolve the issue.
477-
478-
To ensure efficient resolution when [contacting support](/support/contacting-cloudflare-support/), include as much relevant detail as possible in your ticket:
479-
480-
<ul>
481-
<li>
482-
<label>
483-
<input type="checkbox" /> Context: Briefly describe the scenario or use case (for example, where the user was, what they were trying to do).
484-
</label>
485-
</li>
486-
<li>
487-
<label>
488-
<input type="checkbox" /> Reproduction steps: Describe the steps you took to reproduce the issue during troubleshhooting.
489-
</label>
490-
</li>
491-
<li>
492-
<label>
493-
<input type="checkbox" /> Timestamps: Be specific and include the exact time and time zone when the issue occurred.
494-
</label>
495-
</li>
496-
<li>
497-
<label>
498-
<input type="checkbox" /> Troubleshooting attempts: Outline any troubleshooting steps or changes already attempted to resolve the issue.
499-
</label>
500-
</li>
501-
<li>
502-
<label>
503-
<input type="checkbox" /> WARP diagnostics logs: Include the WARP diag you downloaded from the dashboard or through the CLI.
504-
</label>
505-
</li>
506-
</ul>
507-
508-
:::danger[Avoid vague ticket descriptions]
509-
Refer to the following example of a vague ticket description:
510-
511-
Ken was on the train and had captive portal issues. `warp-diag` is attached.
512-
:::
513-
514-
:::tip[Include scenario, timestamps, and steps taken to troubleshoot the issue]
515-
Refer to the following example of an ideal ticket description:
474+
## 5. Contact support
516475

517-
Karen was on a train on July 17, 2025, at approximately 1:00 PM Central Time. She attempted to connect to a captive portal but received the following error message in Chrome: `ERR_CONNECTION_RESET`. A warp diag was collected immediately after and is attached.
518-
:::
476+
<Render file="warp/support-ticket-best-practices" product="cloudflare-one" />

‎src/content/partials/cloudflare-one/warp/support-ticket-best-practices.mdx‎

Lines changed: 82 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -0,0 +1,82 @@
1+
---
2+
params:
3+
- sshMode?
4+
---
5+
6+
Effective troubleshooting depends on clear, detailed support tickets. The more context you provide, the faster support can identify and resolve the issue.
7+
8+
To ensure efficient resolution when [contacting support](/support/contacting-cloudflare-support/), include as much relevant detail as possible in your ticket:
9+
10+
<ul>
11+
<li>
12+
<label>
13+
<input type="checkbox" /> Context: Briefly describe the scenario or use case (for example, where the user was, what they were trying to do).
14+
</label>
15+
</li>
16+
<li>
17+
<label>
18+
<input type="checkbox" /> Reproduction steps: Describe the steps you took to reproduce the issue during troubleshhooting.
19+
</label>
20+
</li>
21+
<li>
22+
<label>
23+
<input type="checkbox" /> Timestamps: Be specific and include the exact time and time zone when the issue occurred.
24+
</label>
25+
</li>
26+
<li>
27+
<label>
28+
<input type="checkbox" /> Troubleshooting attempts: Outline any troubleshooting steps or changes already attempted to resolve the issue.
29+
</label>
30+
</li>
31+
{props.sshMode ? (
32+
<>
33+
<li>
34+
<label>
35+
<input type="checkbox" /> <code>sshd</code> debug-level logs: Attach the <code>sshd</code> logs you collected in <a href="/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access/#review-your-sshd-logs">step 4: Debug <code>sshd_config</code> file misconfiguration</a>.
36+
</label>
37+
</li>
38+
<li>
39+
<label>
40+
<input type="checkbox" /> <code>sshd_config</code> file: Include a copy of your server's <code>sshd_config</code> to help identify any misconfigurations or conflicting directives.
41+
</label>
42+
</li>
43+
<li>
44+
<label>
45+
<input type="checkbox" /> Client-side SSH output: Run the failing SSH command with verbose flags (<code>-vvv</code>) and include the full terminal output to show connection and authentication attempts from the client side.
46+
</label>
47+
</li>
48+
</>
49+
) : (
50+
<li>
51+
<label>
52+
<input type="checkbox" /> WARP diagnostics logs: Include the WARP diag you downloaded from the dashboard or through the CLI.
53+
</label>
54+
</li>
55+
)}
56+
</ul>
57+
58+
:::danger[Avoid vague ticket descriptions]
59+
Refer to the following example of a vague ticket description:
60+
61+
{props.sshMode ? (
62+
<p>User cannot connect to SSH. The tunnel looks fine. Please help.</p>
63+
) : (
64+
<p>Ken was on the train and had captive portal issues. <code>warp-diag</code> is attached.</p>
65+
)}
66+
:::
67+
68+
:::tip[Include scenario, timestamps, and steps taken to troubleshoot the issue]
69+
Refer to the following example of an ideal ticket description:
70+
71+
{props.sshMode ? (
72+
<>
73+
<p>On October 30, 2025, at approximately 3:45 PM UTC, Alice attempted to SSH into 10.116.0.3 (target hostname: prod-db-01) using Access for Infrastructure. The SSH client returned <code>Permission denied (publickey)</code> despite her email being included in the Access policy.</p>
74+
75+
<p>The <code>sshd</code> logs (captured with LogLevel DEBUG3) are attached and show the connection reaching the server but failing at the certificate validation step. The user exists on the server (<code>id alice</code> verified).</p>
76+
77+
<p>The <code>sshd_config</code> file and <code>ssh -vvv [email protected]</code> output are attached. The tunnel status is Healthy in the Cloudflare dashboard, and Access authentication logs show a successful <code>Access granted</code> decision.</p>
78+
</>
79+
) : (
80+
<p>Karen was on a train on July 17, 2025, at approximately 1:00 PM Central Time. She attempted to connect to a captive portal but received the following error message in Chrome: <code>ERR_CONNECTION_RESET</code>. A warp diag was collected immediately after and is attached.</p>
81+
)}
82+
:::

0 commit comments

Comments
 (0)