# Supporting your customers **URL:** https://community.replicated.com/c/supporting-your-customers/6.md?page=1 [Latest](https://community.replicated.com/latest.md) · [Categories](https://community.replicated.com/categories.md) · [Tags](https://community.replicated.com/tags.md) **Page:** 2 --- ## [How can a customer update an airgap license?](https://community.replicated.com/t/how-can-a-customer-update-an-airgap-license/182)
**Author:** [@areed](https://community.replicated.com/u/areed)\ **Replies:** 2\ **Last updated:** [August 8, 2023, 8:58pm UTC](https://community.replicated.com/t/how-can-a-customer-update-an-airgap-license/182 "2023-08-08T20:58:50Z")
After changing properties on a license, how can a customer sync the license on an existing install in an airgapped environment? --- ## [Workaround for when Joining a Node Fails with the error: x509: certificate signed by unknown authority](https://community.replicated.com/t/workaround-for-when-joining-a-node-fails-with-the-error-x509-certificate-signed-by-unknown-authority/1260)
**Author:** [@Rafael\_Polanco](https://community.replicated.com/u/Rafael_Polanco)\ **Replies:** 0\ **Last updated:** [July 27, 2023, 5:58pm UTC](https://community.replicated.com/t/workaround-for-when-joining-a-node-fails-with-the-error-x509-certificate-signed-by-unknown-authority/1260 "2023-07-27T17:58:21Z")
There is a rare case where a Kubernetes node cannot join an existing cluster due to the CA certificate generated on the new node being different from the CA certificate on existing nodes. A symptom of such issue is when … --- ## [KOTS: How can i generate a support bundle if i cannot access the admin console?](https://community.replicated.com/t/kots-how-can-i-generate-a-support-bundle-if-i-cannot-access-the-admin-console/455)
**Author:** [@ethanm](https://community.replicated.com/u/ethanm)\ **Replies:** 8\ **Last updated:** [July 24, 2023, 4:12pm UTC](https://community.replicated.com/t/kots-how-can-i-generate-a-support-bundle-if-i-cannot-access-the-admin-console/455 "2023-07-24T16:12:58Z")
Update 2022-12-01 - See @Jonquil\_Williams 's answer below - this post has been moved into our core product documentation at Generating Support Bundles | Replicated Docs. On an embedded KURL cluster installing the KOTS … --- ## [kURL: How to do a standalone run of Host Preflights](https://community.replicated.com/t/kurl-how-to-do-a-standalone-run-of-host-preflights/782)
**Author:** [@diamon\_w](https://community.replicated.com/u/diamon_w)\ **Replies:** 3\ **Last updated:** [June 28, 2023, 1:04am UTC](https://community.replicated.com/t/kurl-how-to-do-a-standalone-run-of-host-preflights/782 "2023-06-28T01:04:10Z")
Host Preflights help detect problems in the target environment for a kURL install by running checks for network connectivity, disk latency, CPU, etc. You may have a need to re-run these checks on an existing installation… --- ## [Can I run Replicated Preflight Checks before KOTS or KURL is installed?](https://community.replicated.com/t/can-i-run-replicated-preflight-checks-before-kots-or-kurl-is-installed/1248)
**Author:** [@diamon\_w](https://community.replicated.com/u/diamon_w)\ **Replies:** 0\ **Last updated:** [June 28, 2023, 12:56am UTC](https://community.replicated.com/t/can-i-run-replicated-preflight-checks-before-kots-or-kurl-is-installed/1248 "2023-06-28T00:56:43Z")
Answer: Yes The preflight binary can be downloaded and installed ahead of an Embedded or Existing Cluster KOTS install in the event that you want an end-user to determine that the environment is ready prior to the initi… --- ## [Recommendation to support end client by using support bundle](https://community.replicated.com/t/recommendation-to-support-end-client-by-using-support-bundle/1177)
**Author:** [@dmuley](https://community.replicated.com/u/dmuley)\ **Replies:** 3\ **Last updated:** [June 27, 2023, 3:21pm UTC](https://community.replicated.com/t/recommendation-to-support-end-client-by-using-support-bundle/1177 "2023-06-27T15:21:32Z")
Dear Team, We are looking for a solution to view and analyze the support bundle through some UI tool to identify the issue faster, Is there any recommended tool to upload support bundle to view it any ui tool like splunk… --- ## [Adjusting the size (cpu, mem) of a full install](https://community.replicated.com/t/adjusting-the-size-cpu-mem-of-a-full-install/1246)
**Author:** [@William\_Huang](https://community.replicated.com/u/William_Huang)\ **Replies:** 1\ **Last updated:** [June 27, 2023, 3:17pm UTC](https://community.replicated.com/t/adjusting-the-size-cpu-mem-of-a-full-install/1246 "2023-06-27T15:17:24Z")
We want to add the ability to shrink resource requirements for the deployments that make up our install. I’m sure others have done the same. How do people typically do this? Do they make every deployment individually co… --- ## [Cannot upgrade kubernetes version to 1.127 as longhorn 1.3.1 doesn't support it](https://community.replicated.com/t/cannot-upgrade-kubernetes-version-to-1-127-as-longhorn-1-3-1-doesnt-support-it/1242)
**Author:** [@Pavan\_Reddy\_Maley](https://community.replicated.com/u/Pavan_Reddy_Maley)\ **Replies:** 2\ **Last updated:** [June 13, 2023, 12:10pm UTC](https://community.replicated.com/t/cannot-upgrade-kubernetes-version-to-1-127-as-longhorn-1-3-1-doesnt-support-it/1242 "2023-06-13T12:10:31Z")
We have customers running on kubernetes version 1.23 along with longhorn 1.3.1 (latest kurl supported) and we wanted to upgrade the kubernetes version to 1.27 but when I am trying to build the kubernetes installer spec i… --- ## [Advice for snapshotting a VM before upgrades](https://community.replicated.com/t/advice-for-snapshotting-a-vm-before-upgrades/1224)
**Author:** [@Ash\_Jones](https://community.replicated.com/u/Ash_Jones)\ **Replies:** 0\ **Last updated:** [June 2, 2023, 12:34pm UTC](https://community.replicated.com/t/advice-for-snapshotting-a-vm-before-upgrades/1224 "2023-06-02T12:34:36Z")
Your customers may want to take a snapshot of their VMs before performing kURL upgrades, but there are a few things to bear in mind while taking snapshots. Always power off all VMs in the cluster within 5 minutes of e… --- ## [Best Practices for Executing Upgrades of KOTS/kURL infrastructure](https://community.replicated.com/t/best-practices-for-executing-upgrades-of-kots-kurl-infrastructure/835)
**Author:** [@dex](https://community.replicated.com/u/dex)\ **Replies:** 2\ **Last updated:** [May 2, 2023, 10:15pm UTC](https://community.replicated.com/t/best-practices-for-executing-upgrades-of-kots-kurl-infrastructure/835 "2023-05-02T22:15:45Z")
Had a great question come in today that isn’t super well documented anywhere today. We have several instances in the field across embedded and existing clusters. The app version is easy to keep up to date, but we’re wo… --- ## [Errors in the Replicated dashboard, "missing or empty Content-Length header"](https://community.replicated.com/t/errors-in-the-replicated-dashboard-missing-or-empty-content-length-header/488)
**Author:** [@ethanm](https://community.replicated.com/u/ethanm)\ **Replies:** 2\ **Last updated:** [January 19, 2021, 9:02pm UTC](https://community.replicated.com/t/errors-in-the-replicated-dashboard-missing-or-empty-content-length-header/488 "2021-01-19T21:02:29Z")
I’m seeing errors in the Replicated dashboard when pulling images “API error (500): missing or empty Content-Length header” --- ## [Customer Firewalls](https://community.replicated.com/t/customer-firewalls/55)
**Author:** [@marc](https://community.replicated.com/u/marc)\ **Replies:** 4\ **Last updated:** [April 20, 2023, 11:46am UTC](https://community.replicated.com/t/customer-firewalls/55 "2023-04-20T11:46:41Z")
NOTE - this post has been superseded by KOTS Installation Requirements | Replicated Docs. Please reference those docs instead. The historical content is preserved below. Previous Post - Superseded Often, customers w… --- ## [Is Sonatype Nexus Repository 3 supported as a private docker registry?](https://community.replicated.com/t/is-sonatype-nexus-repository-3-supported-as-a-private-docker-registry/1175)
**Author:** [@Alexander\_Nitu](https://community.replicated.com/u/Alexander_Nitu)\ **Replies:** 2\ **Last updated:** [April 6, 2023, 5:42pm UTC](https://community.replicated.com/t/is-sonatype-nexus-repository-3-supported-as-a-private-docker-registry/1175 "2023-04-06T17:42:30Z")
Hi! We have a customer that has Sonatype Nexus Repository 3 and they want to use it as a private docker registry. We have an air-gapped existing cluster installation so we are forced to use a private registry to deploy … --- ## [Guidance when installing on Open Shift?](https://community.replicated.com/t/guidance-when-installing-on-open-shift/1167)
**Author:** [@Alexander\_Nitu](https://community.replicated.com/u/Alexander_Nitu)\ **Replies:** 2\ **Last updated:** [April 3, 2023, 11:07am UTC](https://community.replicated.com/t/guidance-when-installing-on-open-shift/1167 "2023-04-03T11:07:01Z")
Hello! We are going to do an installation in an OpenShift environment. We usually just go with embedded installations so we don’t know much about this. Are there any guidance you can share when doing such a type of inst… --- ## [Using SAN for Ceph/Rook in kURL](https://community.replicated.com/t/using-san-for-ceph-rook-in-kurl/1145)
**Author:** [@jdewinne](https://community.replicated.com/u/jdewinne)\ **Replies:** 0\ **Last updated:** [March 7, 2023, 7:33pm UTC](https://community.replicated.com/t/using-san-for-ceph-rook-in-kurl/1145 "2023-03-07T19:33:49Z")
Question of the day: Are SAN devices Ceph/Rook (block storage) compatible? Can we add SAN Storages as secondary/block storage for a Kurl.sh cluster having Ceph/RooK? --- ## [Stage cluster upgrade for customers on slow internet speeds](https://community.replicated.com/t/stage-cluster-upgrade-for-customers-on-slow-internet-speeds/1141)
**Author:** [@bageldawg](https://community.replicated.com/u/bageldawg)\ **Replies:** 2\ **Last updated:** [March 3, 2023, 1:50pm UTC](https://community.replicated.com/t/stage-cluster-upgrade-for-customers-on-slow-internet-speeds/1141 "2023-03-03T13:50:21Z")
Some of our customers use online kURL clusters but still have poor internet speeds which has caused longer than expected maintenance windows. Can all of the assets be downloaded ahead of time to reduce the time it takes… --- ## [Log Collection for Crashed and Terminated Pods](https://community.replicated.com/t/log-collection-for-crashed-and-terminated-pods/1103)
**Author:** [@Thomas\_Corvazier](https://community.replicated.com/u/Thomas_Corvazier)\ **Replies:** 3\ **Last updated:** [March 2, 2023, 4:34pm UTC](https://community.replicated.com/t/log-collection-for-crashed-and-terminated-pods/1103 "2023-03-02T16:34:40Z")
Hi all, Currently, our support-bundle only includes logs from running and recently terminated pods. However, it is important to also have access to logs from crashed or terminated pods in order to troubleshoot and reso… --- ## [Persist changes to Live YAML deployments](https://community.replicated.com/t/persist-changes-to-live-yaml-deployments/1112)
**Author:** [@dex](https://community.replicated.com/u/dex)\ **Replies:** 1\ **Last updated:** [February 1, 2023, 7:23pm UTC](https://community.replicated.com/t/persist-changes-to-live-yaml-deployments/1112 "2023-02-01T19:23:55Z")
Question from today: Hi, We have a situation where for some of our airgap customers because of some unique local setups, we had to patch our deployment yamls on the fly to make it work. The problem however is that when… --- ## [Ctr: snapshot "bootstrap-lb": already exists](https://community.replicated.com/t/ctr-snapshot-bootstrap-lb-already-exists/1106)
**Author:** [@marc](https://community.replicated.com/u/marc)\ **Replies:** 0\ **Last updated:** [January 30, 2023, 6:16pm UTC](https://community.replicated.com/t/ctr-snapshot-bootstrap-lb-already-exists/1106 "2023-01-30T18:16:11Z")
When adding a worker node to an existing cluster that has dedicated primary nodes, I’m running: curl -fsSL https://kurl.sh/version/v2023.01.23-0/066386f/join.sh | sudo bash -s kubernetes-master-address=localhost:6444 ku… --- ## [Managing nodes when the previous Rook version is in use might leave Ceph in an unhealthy state where mon pods are not rescheduled](https://community.replicated.com/t/managing-nodes-when-the-previous-rook-version-is-in-use-might-leave-ceph-in-an-unhealthy-state-where-mon-pods-are-not-rescheduled/1099)
**Author:** [@Camila\_Macedo](https://community.replicated.com/u/Camila_Macedo)\ **Replies:** 0\ **Last updated:** [January 24, 2023, 9:21am UTC](https://community.replicated.com/t/managing-nodes-when-the-previous-rook-version-is-in-use-might-leave-ceph-in-an-unhealthy-state-where-mon-pods-are-not-rescheduled/1099 "2023-01-24T09:21:41Z")
After following the steps to remove a node in hosts and then add a new one you might face the following issue scenario when the host installation is using an old Rook version (i.e. Ceph version 14.2.0 installed with Rook… --- ## [KOTS: How do I reset or clean up an install?](https://community.replicated.com/t/kots-how-do-i-reset-or-clean-up-an-install/579)
**Author:** [@AJ-Jester](https://community.replicated.com/u/AJ-Jester)\ **Replies:** 4\ **Last updated:** [January 25, 2023, 6:11pm UTC](https://community.replicated.com/t/kots-how-do-i-reset-or-clean-up-an-install/579 "2023-01-25T18:11:58Z")
I have kots adm and the app installed, how do I clean up these components? --- ## [What are the minimum RBAC permissions required to install Replicated Application Manager?](https://community.replicated.com/t/what-are-the-minimum-rbac-permissions-required-to-install-replicated-application-manager/1094)
**Author:** [@adamancini](https://community.replicated.com/u/adamancini)\ **Replies:** 0\ **Last updated:** [January 18, 2023, 3:42pm UTC](https://community.replicated.com/t/what-are-the-minimum-rbac-permissions-required-to-install-replicated-application-manager/1094 "2023-01-18T15:42:50Z")
This role describes the minimum RBAC requirements to use the Replicated Application Manager to install your application Note: Some cluster implementations, such as OpenShift, may involve additional resources from other … --- ## [Weave: Seeded by Different Peers](https://community.replicated.com/t/weave-seeded-by-different-peers/1093)
**Author:** [@Rafael\_Polanco](https://community.replicated.com/u/Rafael_Polanco)\ **Replies:** 0\ **Last updated:** [January 12, 2023, 5:56pm UTC](https://community.replicated.com/t/weave-seeded-by-different-peers/1093 "2023-01-12T17:56:57Z")
When installing on an embedded multi-node cluster with the kURL weave add-on, there is a known issue where cluster networking does not work due to the following Weave error: INFO: 2023/01/05 19:11:35.576705 -\>\[172.31.7.… --- ## [Existing Cluster Install: Using Custom RBAC roles](https://community.replicated.com/t/existing-cluster-install-using-custom-rbac-roles/876)
**Author:** [@dex](https://community.replicated.com/u/dex)\ **Replies:** 1\ **Last updated:** [December 23, 2022, 4:43pm UTC](https://community.replicated.com/t/existing-cluster-install-using-custom-rbac-roles/876 "2022-12-23T16:43:06Z")
Question from this week about using custom / BYO RBAC roles when installing App Manager (KOTS) into an existing kubernetes cluster – specifically Openshift in this case. Our Openshift cluster has a built-in role admin … --- ## [What are the specific permissions required by KOTS in minimal RBAC installations?](https://community.replicated.com/t/what-are-the-specific-permissions-required-by-kots-in-minimal-rbac-installations/1080)
**Author:** [@salahalsaleh](https://community.replicated.com/u/salahalsaleh)\ **Replies:** 1\ **Last updated:** [December 23, 2022, 6:07pm UTC](https://community.replicated.com/t/what-are-the-specific-permissions-required-by-kots-in-minimal-rbac-installations/1080 "2022-12-23T18:07:18Z")
By default, In minimal RBAC installations, KOTS will attempt to acquire \* \* \* permissions on the target namespace. If the user running the install/upgrade command does not have \* \* \* permissions on the target namespace, … --- ## [RBAC permissions required by KOTS in an existing cluster?](https://community.replicated.com/t/rbac-permissions-required-by-kots-in-an-existing-cluster/427)
**Author:** [@dex](https://community.replicated.com/u/dex)\ **Replies:** 0\ **Last updated:** [June 11, 2020, 4:29pm UTC](https://community.replicated.com/t/rbac-permissions-required-by-kots-in-an-existing-cluster/427 "2020-06-11T16:29:49Z")
I understand that KOTS can run in two modes – full-admin where the kotsadm service account has fairly broad access to the cluster, or I can set the requireMinimalRBAC flag in the kots.io/v1beta Application YAML. What set… --- ## [Examples for Creating a Self-Service Customer Portal](https://community.replicated.com/t/examples-for-creating-a-self-service-customer-portal/1069)
**Author:** [@dex](https://community.replicated.com/u/dex)\ **Replies:** 2\ **Last updated:** [December 18, 2022, 8:41pm UTC](https://community.replicated.com/t/examples-for-creating-a-self-service-customer-portal/1069 "2022-12-18T20:41:22Z")
I have heard anecdotally that many software vendors expose a self-service portal for current and prospective customers to download a trial license and install their application. Are there any known examples of this in t… --- ## [Replicated Data Transmission Policy](https://community.replicated.com/t/replicated-data-transmission-policy/53)
**Author:** [@marc](https://community.replicated.com/u/marc)\ **Replies:** 0\ **Last updated:** [March 6, 2018, 8:44pm UTC](https://community.replicated.com/t/replicated-data-transmission-policy/53 "2018-03-06T20:44:45Z")
The Replicated Data Transmission Policy is available for review here: Data Transmission Policy | Replicated Docs --- ## [What to do when creating a support bundle isn't working as expected](https://community.replicated.com/t/what-to-do-when-creating-a-support-bundle-isnt-working-as-expected/962)
**Author:** [@Xav\_Paice](https://community.replicated.com/u/Xav_Paice)\ **Replies:** 1\ **Last updated:** [December 2, 2022, 8:20pm UTC](https://community.replicated.com/t/what-to-do-when-creating-a-support-bundle-isnt-working-as-expected/962 "2022-12-02T20:20:35Z")
It’s always good to attach a support bundle to any support request - even if it doesn’t seem relevant. There’s a lot of environment information included, along with logs, status, and installation background which helps … --- ## [How To: Upload A Support Bundle for Replicated Support](https://community.replicated.com/t/how-to-upload-a-support-bundle-for-replicated-support/501)
**Author:** [@replicant-697](https://community.replicated.com/u/replicant-697)\ **Replies:** 2\ **Last updated:** [December 2, 2022, 7:40pm UTC](https://community.replicated.com/t/how-to-upload-a-support-bundle-for-replicated-support/501 "2022-12-02T19:40:07Z")
This article describes how to upload a support bundle to Replicated Support. Option 1: \[1\] Login to Vendor Web: Replicated \[2\] Select “Something is broken or not working as expected” \[3\] Upload the support bundle … [Previous page](https://community.replicated.com/c/supporting-your-customers/6.md) [Next page](https://community.replicated.com/c/supporting-your-customers/6.md?page=2)