diff --git a/src/content/docs/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access.mdx b/src/content/docs/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access.mdx index c4b586f5e1e8d5..434a018ebd1b42 100644 --- a/src/content/docs/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access.mdx +++ b/src/content/docs/cloudflare-one/networks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access.mdx @@ -278,7 +278,7 @@ After you have verified that there are no issues with your tunnel's health, conf ### 3. Confirm user existence on the server -To verify the existence of the end user on the server, run the `id ` 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. +To verify the existence of a user on a UNIX server, run the `id ` command on the server to verify that the username exists. If the username does not exist, you must add the user to the server. If the user exists on the server, debug your `sshd_config` file in the following step. @@ -472,3 +472,11 @@ These troubleshooting steps could result in you being locked out of your SSH ser 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. + +### 5. Contact support + + diff --git a/src/content/docs/cloudflare-one/team-and-resources/devices/warp/troubleshooting/troubleshooting-guide.mdx b/src/content/docs/cloudflare-one/team-and-resources/devices/warp/troubleshooting/troubleshooting-guide.mdx index ed755713b92a71..fd685de9ef2e14 100644 --- a/src/content/docs/cloudflare-one/team-and-resources/devices/warp/troubleshooting/troubleshooting-guide.mdx +++ b/src/content/docs/cloudflare-one/team-and-resources/devices/warp/troubleshooting/troubleshooting-guide.mdx @@ -471,48 +471,6 @@ To reset the encryption keys on an end user's desktop: Resetting the encryption keys forces the WARP client to reestablish its tunnel and retrieve the latest configuration. -## 5. File a support ticket - -Effective troubleshooting depends on clear, detailed support tickets. The more context you provide, the faster support can identify and resolve the issue. - -To ensure efficient resolution when [contacting support](/support/contacting-cloudflare-support/), include as much relevant detail as possible in your ticket: - -
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- -:::danger[Avoid vague ticket descriptions] -Refer to the following example of a vague ticket description: - -Ken was on the train and had captive portal issues. `warp-diag` is attached. -::: - -:::tip[Include scenario, timestamps, and steps taken to troubleshoot the issue] -Refer to the following example of an ideal ticket description: +## 5. Contact support -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. -::: \ No newline at end of file + \ No newline at end of file diff --git a/src/content/partials/cloudflare-one/warp/support-ticket-best-practices.mdx b/src/content/partials/cloudflare-one/warp/support-ticket-best-practices.mdx new file mode 100644 index 00000000000000..e2189128719371 --- /dev/null +++ b/src/content/partials/cloudflare-one/warp/support-ticket-best-practices.mdx @@ -0,0 +1,82 @@ +--- +params: + - sshMode? +--- + +Effective troubleshooting depends on clear, detailed support tickets. The more context you provide, the faster support can identify and resolve the issue. + +To ensure efficient resolution when [contacting support](/support/contacting-cloudflare-support/), include as much relevant detail as possible in your ticket: + +
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+ +:::danger[Avoid vague ticket descriptions] +Refer to the following example of a vague ticket description: + +{props.sshMode ? ( +

User cannot connect to SSH. The tunnel looks fine. Please help.

+) : ( +

Ken was on the train and had captive portal issues. warp-diag is attached.

+)} +::: + +:::tip[Include scenario, timestamps, and steps taken to troubleshoot the issue] +Refer to the following example of an ideal ticket description: + +{props.sshMode ? ( + <> +

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 Permission denied (none) despite her email being included in the Access policy.

+ +

The sshd 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 (id alice verified).

+ +

The sshd_config file and ssh -vvv alice@10.116.0.3 output are attached. The tunnel status is Healthy in the Cloudflare dashboard, and Access authentication logs show a successful Access granted decision.

+ +) : ( +

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.

+)} +:::