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[CF1] ZTIA troubleshooting guide final step #26207

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[CF1] ZTIA troubleshooting guide final step
deadlypants1973 Oct 31, 2025
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deadlypants1973 Nov 5, 2025
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10 changes: 9 additions & 1 deletion ...tworks/connectors/cloudflare-tunnel/use-cases/ssh/ssh-infrastructure-access.mdx
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Expand Up @@ -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 <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.
To verify the existence of a user on a UNIX server, run the `id <USERNAME>` 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.

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

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

<Render
file="warp/support-ticket-best-practices"
product="cloudflare-one"
params={{ sshMode: true }}
/>
46 changes: 2 additions & 44 deletions ...e-one/team-and-resources/devices/warp/troubleshooting/troubleshooting-guide.mdx
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Expand Up @@ -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:

<ul>
<li>
<label>
<input type="checkbox" /> Context: Briefly describe the scenario or use case (for example, where the user was, what they were trying to do).
</label>
</li>
<li>
<label>
<input type="checkbox" /> Reproduction steps: Describe the steps you took to reproduce the issue during troubleshhooting.
</label>
</li>
<li>
<label>
<input type="checkbox" /> Timestamps: Be specific and include the exact time and time zone when the issue occurred.
</label>
</li>
<li>
<label>
<input type="checkbox" /> Troubleshooting attempts: Outline any troubleshooting steps or changes already attempted to resolve the issue.
</label>
</li>
<li>
<label>
<input type="checkbox" /> WARP diagnostics logs: Include the WARP diag you downloaded from the dashboard or through the CLI.
</label>
</li>
</ul>

:::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.
:::
<Render file="warp/support-ticket-best-practices" product="cloudflare-one" />
82 changes: 82 additions & 0 deletions src/content/partials/cloudflare-one/warp/support-ticket-best-practices.mdx
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@@ -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:

<ul>
<li>
<label>
<input type="checkbox" /> Context: Briefly describe the scenario or use case (for example, where the user was, what they were trying to do).
</label>
</li>
<li>
<label>
<input type="checkbox" /> Reproduction steps: Describe the steps you took to reproduce the issue during troubleshhooting.
</label>
</li>
<li>
<label>
<input type="checkbox" /> Timestamps: Be specific and include the exact time and time zone when the issue occurred.
</label>
</li>
<li>
<label>
<input type="checkbox" /> Troubleshooting attempts: Outline any troubleshooting steps or changes already attempted to resolve the issue.
</label>
</li>
{props.sshMode ? (
<>
<li>
<label>
<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>.
</label>
</li>
<li>
<label>
<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.
</label>
</li>
<li>
<label>
<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.
</label>
</li>
</>
) : (
<li>
<label>
<input type="checkbox" /> WARP diagnostics logs: Include the WARP diag you downloaded from the dashboard or through the CLI.
</label>
</li>
)}
</ul>

:::danger[Avoid vague ticket descriptions]
Refer to the following example of a vague ticket description:

{props.sshMode ? (
<p>User cannot connect to SSH. The tunnel looks fine. Please help.</p>
) : (
<p>Ken was on the train and had captive portal issues. <code>warp-diag</code> is attached.</p>
)}
:::

:::tip[Include scenario, timestamps, and steps taken to troubleshoot the issue]
Refer to the following example of an ideal ticket description:

{props.sshMode ? (
<>
<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>

<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>

<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>
</>
) : (
<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>
)}
:::
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