AWS Storage Gateway
User Guide (API Version 2013-06-30)

Troubleshoot Issues With Your Gateways

This section discusses troubleshooting issues related to gateways, volumes, virtual tapes and snapshots. The gateway troubleshooting issues are split into two sections: gateways that are on-premises and gateways that are deployed on Amazon EC2. The on-premises gateway troubleshooting issues cover gateways deployed on both the VMware ESXi and Microsoft Hyper-V clients. The troubleshooting issues for volumes apply volume gateway types. The troubleshooting issues for tapes apply to gateway-vtl.

Enabling AWS Support Access to Your Gateway Hosted On-Premises

AWS Storage Gateway provides a local console you can use to perform several maintenance tasks, including enabling AWS Support to access your gateway to assist you with troubleshooting gateway issues. By default, AWS Support’s access to your gateway is disabled. You enable this access through the host's local console. To give AWS Support access to your gateway, you first log in to the local console for the host, navigate to the storage gateway's console, and then connect to the support server.

To enable AWS Support access to your gateway

  1. Log in to your host's local console. For instructions, go to Logging Into Your Gateway Local Console.

    The local console looks like the following.

  2. At the prompt, type 5 to open the AWS Storage Gateway console.

  3. Type h to open the AVAILABLE COMMANDS window.

  4. In the AVAILABLE COMMANDS window, type open-support-channel to connect to customer support for AWS Storage Gateway.

  5. At the prompt, type a support service number for your gateway to connect to the AWS Storage Gateway support server. Choose any number between 2000 and 65000.

    Once the support channel is established, provide the support service number you chose to AWS Support so AWS Support can provide troubleshooting assistance.

  6. When the support session is completed, type q to end it.

  7. Type exit to log out of the AWS Storage Gateway console.

  8. Follow the prompts to exit the local console.