--- name: vsrx-getting-help title: Getting help and support description: If you experience an issue or have questions when using IBM Cloud Gateway Appliances (vFSA, VRA, or vSRX), you can use the following resources before you open a support case. last-updated: 2026-01-28 --- > ## Documentation Index > The table of contents for this documentation set is at https://cloud.ibm.com/docs/vsrx?format=markdown > The index for all IBM Cloud docs is at: https://cloud.ibm.com/docs/llms.txt > Use these files to discover more information as needed. # Getting help and support {: #getting-help} If you experience an issue or have questions when using IBM Cloud Gateway Appliances (vFSA, VRA, or vSRX), you can use the following resources before you open a support case. {: shortdesc} * Ask a question in the [AI assistant](https://cloud.ibm.com/docs/overview?topic=overview-ask-ai-assistant&format=markdown) from the console or the IBM Cloud CLI. * Review [vFSA known limitations](https://cloud.ibm.com/docs/vfsa?topic=vfsa-known-limitations-for-ibm-cloud-vfsa&format=markdown) * Review the FAQs for [VRA](https://cloud.ibm.com/docs/gateway-appliance?topic=gateway-appliance-faqs-for-ibm-virtual-router-appliance&format=markdown) in the product documentation. * Review [vSRX known limitations](https://cloud.ibm.com/docs/gateway-appliance?topic=gateway-appliance-known-limitations-for-ibm-cloud-juniper-vsrx&format=markdown). * Check the status of the IBM Cloud platform and resources by going to the [Status page](https://cloud.ibm.com/status){: external}. * Review [Stack Overflow](https://stackoverflow.com/questions/tagged/ibm-cloud){: external} to see whether other users experienced the same problem. When you ask a question, tag the question with `ibm-cloud` and `gateway-appliances` so that it's seen by the IBM Cloud development teams. If you still can't resolve the problem, you can open a support case. For more information, see [Creating support cases](https://cloud.ibm.com/docs/account?topic=account-open-case&format=markdown). And, if you're looking to provide feedback, see [Submitting feedback](https://cloud.ibm.com/docs/overview?topic=overview-feedback&format=markdown). ## Providing support case details for vFSA {: #support-case-details-vfsa} To ensure a timely resolution to your issue, include the following information in your support case for issues with your vFSA: 1. The IP address (10 network or public network) or hostname of your Fortinet vFSA as well as its version. 1. To track down where issues are occurring across a network connection, provide the source IP address, destination IP address, the destination port and protocol, as well as any relevant output from network tools, such as `ping`, `traceroute`, `mtr`, or `nmap/netcat`. 1. For more complicated issues, a basic explanation of the expected network path of the connection or a network topology diagram is necessary. 1. Other useful information includes the security policy name that contains the expected allow or block. ## Providing support case details for Virtual Router Appliance {: #support-case-details-vra} To ensure a timely resolution to your issue, include the following information in your support case for issues with Vyatta: 1. The IP address (10 network or public network) or hostname of your VRA, as well as its NOS version. 1. To track down where issues are occurring across a network connection, provide the source IP address, destination IP address, the destination port and protocol, as well as any relevant output from network tools, such as `ping`, `traceroute`, `mtr`, or `nmap/netcat`. 1. For more complicated issues, a basic explanation of the expected network path of the connection or a network topology diagram is necessary. 1. Other useful troubleshooting information includes the firewall ruleset name and rule number of the expected rule for allowing or blocking traffic, including the output of `show firewall`. You can also enable logging to illustrate whether traffic is being allowed or not. In addition, you can use the `monitor`, `tshark`, and `tcpdump` (packet capturing) commands to show traffic on the ingress and egress interfaces. You can also use these commands to illustrate if traffic shows on one expected interface and not another. This action can help prove a blocking or routing issue. 1. Gather any logs that are relevant to the issue. To do so, use `journlctl -a`, view the syslog entries, or use the `show log` commands. ## Providing support case details for vSRX {: #support-case-details-vsrx} To ensure a timely resolution to your issue, include the following information in your support case for issues with your vSRX: 1. The IP address (10 network or public network) or hostname of your Juniper vSRX as well as its version. As a reminder, versions `19.4R2-S3` and older have consistent cluster and crashing issues. If you are on any of those versions, reboot to temporarily fix any clustering issues. You should also update to the latest version as soon as possible. 1. To track down where issues are occurring across a network connection, provide the source IP address, destination IP address, the destination port and protocol, as well as any relevant output from network tools, such as `ping`, `traceroute`, `mtr`, or `nmap/netcat`. 1. For more complicated issues, a basic explanation of the expected network path of the connection or a network topology diagram is necessary. 1. Other useful information includes the security policy name that contains the expected allow or block. You can also illustrate that traffic is being allowed or not by using `show security match-policies` (tab-complete to finish the rest of the command). In addition, the `show security flow session` command shows the forward and response traffic on the ingress interfaces, as well as if packets are incrementing in one expected direction or not. You can also use `traceoptions` to receive Debug level output for the specified traffic. 1. For local sourced and destined traffic, determine whether the `PROTECT-IN` policy contains the proper allow settings, as this policy is used for control plane policing. 1. You should also generate RSI and log files. The RSI contains information on the state of the system, and the logs capture historical information that might be present. For a stand-alone device, you would do this procedure only once per node. For an HA pair, you should capture the RSI and logs for both. To do so, SSH to the gateway IP and login. The following example assumes that you are logged in to node 1: ```ssh cli request support information | save /var/log/rsi-node1 file archive compress source /var/log/* destination /var/tmp/node1.tgz ``` {: pre} This command generates the RSI and logs for node 1. Next, move to the other node: ```ssh request routing-engine login node 0 cli request support information | save /var/log/rsi-node0 file archive compress source /var/log/* destination /var/tmp/node0.tgz file copy /var/tmp/node0.tgz node1:/var/tmp/ ``` {: pre} The same files are generated on node 0, and the resulting compressed file is copied to node 1. You can use secure copy or other tools to download these files from the `/var/tmp` directory.