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

Troubleshooting Your Gateway

Following, you can find information about 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 information covers gateways deployed on both the VMware ESXi and Microsoft Hyper-V clients. The troubleshooting information for volumes applies to volume gateway types. The troubleshooting information for tapes applies to tape gateways.

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, see Logging In to Your AWS Storage 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. You must allow TCP port 22 to initiate a support channel to AWS. When you connect to customer support, Storage Gateway assigns you a support number. Make a note of your support number.


    The channel number is not a Transmission Control Protocol/User Datagram Protocol (TCP/UDP) port number. Instead, the gateway makes a Secure Shell (SSH) (TCP 22) connection to Storage Gateway servers and provides the support channel for the connection.

  5. Once the support channel is established, provide your support service number 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.