[Tip] Support Center 사용하는 방법

안녕하세요 서후아빠입니다. ^_^

이번 세션은 설정도 제대로 한 것 같은데, 서비스는 비정상인 경우, AWS에 문의하는 방법에 대해서 알아보도록 하겠습니다.

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예시 상황

Site-to-Site VPN을 구성하고 서비스 연결을 하였더니, 1개는 정상이고, 1개는 비정상인 경우입니다

Case Open

1단계 : Support Center > Support plan: Basic > Change > Business 이상으로 변경(유료)
2단계 : Support Center > Open support cases 우측의 Create case

How can we help?	Additional information			Solve now or contact us
Choose : Technical (or Account and billing) Service : VPN (AWS 서비스 중 하나 선택) Category : Connection Establishment (해당 서비스 항목 선택) Severity : System impaired	Subject : 아래 예시 참조 (영문) Description : 아래 예시 참조 (영문) Attach files : 첨부파일 등록 VPN ID :  vpn-0de3a8f7278611a, vpn-04f31268b49793b Region : ap-northeast-2 Incident Time : 09:00~18:00 (UTC+9, seoul) Device or Software : Fortigate 60F Model or Software Version : V7.0.9 build0444			Contact us (or Solve now) Preferred contact language : English (or 일본어) Web or Phone or Chat : Web Additional contacts : 메일주소 입력

Severity : 서비스 중요도 선택 (General guidance, System impaired, Production system impaired, Production system down) Solve now : AWS에서 참고할만한 가이드를 보고 직접 처리하고자 할 경우 선택 Web or Phone or Chat : 실시간 통화나 채팅을 하고자할 경우는 Phone or Chat 선택  - Web : 최대 24시간 이내 응답되고 등록한 메일로 알림이 오며, 한번에 문제가 해소되지 않으면 댓글처럼 달면서 문의 가능

# Subject 예시 
3-way handshake not done (syn start, syn+ack no response)

# Description 예시
Hello !!
My name is SH-T.

[Explanation]
1. After a successful VPN connection, 1 out of 2 tests failed.
2. Packets originating from 20.0.1.0/24 arrive at ec2(10.0.0.100), ec2 responds, but never arrives on-premises.
3. For detailed configuration diagram, please refer to the attached file (vpn.pptx).

[Requests]
1. Did the packets answered by ec2 arrive at vgw?
2. Where did the packets that arrived at vgw go?
3. What settings do I need to make in AWS or On-premise?

# 첨부파일 내용 : 상세 구성도, On-premise VPN 설정값 캡쳐 등 참조할만한 내용

3단계 : Support Center > Your support cases > 등록한 Case 선택 > 답변 확인

# 답변 예시 (20.0.1.0/24 라우팅 정보가 업데이트되지 않아서 VGW에서 패킷을 드롭시켰으니, Fortinet에서 해당 대역에 대한 광고가 필요하다라는 내용)
Hello SH-T,

Thank you for contacting AWS Support, this is Bat and I will be assisting you with this case today.

I understand that you have a VPN connection and you can not receive return traffic from AWS instances via VPN connection.

It seems that VGW has not learned this route(20.0.1.0/24) yet, below is the full BGP routing table on VGW for VPN vpn-0de3a8f7278611a Tunnel A.

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vpn-0de3a8f7278611a

	CGW: 100.100.100.1
	
	Tunnel A: 100.0.0.1

		BGP ROUTE INFO
		   Network          Next Hop            Metric LocPrf Weight Path
		*> 20.0.0.0/24      169.254.67.218           0         65001 i
		*> 10.0.0.0/16      169.254.67.217         100         32768 i

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Please verify if your CGW (100.100.100.1) advertising the route 20.0.1.0/24 or not. With Fortinet, you can try below commands:

	# get router info bgp summary
	# get router info bgp neighbors 169.254.67.217 advertised-routes

Please check and kindly share with me the outcome. Setting on AWS seems fine.

I look forward to your reply.

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Best regards,
Bat N.
Amazon Web Services

Resolved or Reopen case

Support Center > Your support cases > 등록한 Case 선택 > 완료된 상황 입력 > Resolved > AWS 엔지니어 평가

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