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If you cannot resolve a problem encountered in your CoPilot deployment, contact Aviatrix Support. You can also enable remote access support, upload log bundles, and check recent activities and access debug tools for troubleshooting. Log in to your CoPilot UI, and go to CoPilot > Settings > Support > Remote Access & Logs page.

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Send Controller, CoPilot, and Gateway Log Bundle to Support

On the Remote Access & Logs page, you can upload your log bundle directly to Aviatrix Support.
  1. Click the Upload Log Bundles button.
  2. On the open window, choose the listed Aviatrix virtual machines and select gateways from the drop-down lost.
  3. Click Upload
A message confirming the upload of the support bundle will appear. You can click Dismiss to close this toast message. The log bundle is successfully uploaded to S3.

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Download CoPilot Log Bundle to Local System

In the CoPilot > Settings > Support > Remote Access & Logs > Aviatrix Virtual Machines table, for the CoPilot App Instance row, click the download icon to download the CoPilot support log bundle to your local system. Please submit a support ticket first.

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Grant Remote Access to your CoPilot

In CoPilot, go to Settings > Support > Remote Access & Logs. In the Aviatrix Virtual Machines table, for the CoPilot App Instance row, click Enable in the Remote Support column to grant privileged level access to your CoPilot instance to the Aviatrix Support team. This establishes a trusted connection between your instance and the Aviatrix diagnostic server for diagnostic purposes. Provide the port number shown to your Support representative so they can initiate a debugging session. After access to your instance is no longer needed, disable Remote Support to prevent further access to your CoPilot.

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Grant Remote Access to your Controller

In the CoPilot > Settings > Support > Remote Access & Logs > Aviatrix Virtual Machines table, for the Controller row, click Enable for Remote Support to grant privileged level access to your Controller instance to the Aviatrix Support team. This establishes a trusted connection between your instance and the Aviatrix diagnostic server for diagnostic purposes. Provide the port number shown to your Support representative so they can initiate a debugging session. After access to your instance is no longer needed, disable Remote Support to prevent further access to your Controller.

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View Recent Support Activities

In the CoPilot > Settings > Support > Remote Access & Logs > Recent Activities table, CoPilot shows system messages about your recent Controller and CoPilot support activities such as when you enabled remote support and generated log bundles. Hover over the heading row in the table and click the vertical ellipses for options on sorting, filtering, and customizing the table information.