|
| 1 | +--- |
| 2 | +params: |
| 3 | + - sshMode? |
| 4 | +--- |
| 5 | + |
| 6 | +For the fastest possible troubleshooting, ensure your support ticket includes comprehensive details. The more context you provide, the faster your issue can be identified and resolved. |
| 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 | +:::tip[Write a detailed ticket to resolve your issue faster] |
| 59 | +Avoid vague descriptions and include scenario, timestamps, and steps taken to troubleshoot the issue. Refer to the following example: |
| 60 | + |
| 61 | +{props.sshMode ? ( |
| 62 | + <> |
| 63 | + <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 (none)</code> despite her email being included in the Access policy.</p> |
| 64 | + |
| 65 | + <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> |
| 66 | + |
| 67 | + < 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> |
| 68 | + </> |
| 69 | +) : ( |
| 70 | + <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> |
| 71 | +)} |
| 72 | +::: |
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