Gather information for Azion Support
Collect the request ID, the time in UTC, the debug headers, and the description that let Azion Support reproduce an issue.
You can collect the evidence that identifies an issue on Azion Web Platform before you open a support ticket. The same evidence can let you solve the issue yourself, with Basic troubleshooting. To submit the ticket itself, refer to Open a support ticket.
Record the request ID
The request ID identifies one request on Azion Web Platform. Every response carries it in the x-azion-request-id header, and the Azion error page shows it as Request ID.
To read the request ID of a URL, send a request that prints only the response headers:
The response carries the request ID and the code of the Azion data center that answered:
For every header Azion adds to a response, refer to Diagnostic response headers.
Record the time in UTC
Real-Time Events logs every request in Coordinated Universal Time (UTC) by default. Record the date and the time of the issue in UTC, or state the time zone next to the time.
Find the request in Real-Time Events
The requestId field of Real-Time Events stores the same identifier as the response header. A search by request ID returns the record of one request and no others.
A value from a response header can carry a numeric suffix after a hyphen, such as 5f222ae5938482c32a822dbf15e19f0f-1234. The event record does not store the suffix. Search with the base identifier alone, because a search that includes the suffix can return no results or a 400 error. For the search syntax, refer to Read an event record.
Capture the debug headers
The request header Pragma: azion-debug-cache makes Azion add cache and location headers to the response. Those headers show whether the response came from the cache, and under which cache key.
To capture the debug headers:
The response carries the x-azion-edge-pop location code, the cache status, and the cache key, along with the other debug headers:
Keep the full output for the ticket. To read each value, refer to Diagnostic response headers.
Record the UUID of the affected device
Azion netinfo shows a UUID for the device that opens it, so read it on the device that shows the issue.
To record the UUID:
- On the affected device, open
https://netinfo.azion.comin a browser. - Copy the value of the UUID field.
The UUID goes into the description of the ticket.
Collect the evidence for the affected product
Some products need evidence of their own. Collect the items for the product that shows the issue:
| Product | Evidence |
|---|---|
| Edge DNS | The dig or host output that shows the unexpected answer, the affected names and record types, the nameserver you queried, such as ns1.aziondns.net, and where you observed the issue |
| Azion MCP servers | The error message, the server URL, the client and its version, the client configuration without the token, and the steps that reproduce the symptom |
| Service Level Agreement claims | The impacted configuration, the date and time with the time zone, the test regions, the test URL, the codes received, the related ticket numbers, and the logs of the monitoring service |
Describe the issue
A ticket covers one product. The description tells Azion Support what to reproduce and which result you expect.
Write these items into the description of the ticket:
- The URL of the Azion Console page that holds the settings with the issue.
- The behavior you expected, and the behavior you observed.
- The conditions under which the issue occurs: the browser, application, operating system, internet service provider, and type of internet connection.
- The steps that reproduce the issue.
- The request ID, the time in UTC, and the UUID from the sections above.
With these items in the description, the ticket is ready to submit.