Enabling Monitoring for Compute Instances

This topic describes how to enable monitoring for Compute instances that use supported images.

Caution

Avoid entering confidential information when assigning descriptions, tags, or friendly names to your cloud resources through the Oracle Cloud Infrastructure Console, API, or CLI.

Except for Compute instances, all resources that support the Monitoring service emit metrics by default. A Compute instance using a supported image emits metrics when it has the required instance configuration and Oracle Cloud Agent software.

Supported Images

The following images support monitoring:

You might also have success installing the Oracle Cloud Agent on other images, though it has not been tested on other operating systems and there is no guarantee that it will work. The Oracle Cloud Agent is not supported on Windows Server 2008 R2 custom images.

When this setting is enabled for an instance and the Oracle Cloud Agent software is installed on the instance, the instance emits metrics.

Note

Because legacy Oracle-provided images require installation of the Oracle Cloud Agent software, we recommend that you select the latest image, which already has the software installed. If you need a legacy image, then select an image dated on or after November 16, 2018 (except Ubuntu, which must be dated after February 28, 2019).

Prerequisites

  • Service gateways or public IP addresses: The Compute instances must have either service gateways or public IP addresses to send metrics to the Monitoring service.
  • IAM policies: To create and update Compute instances, you must be given the required type of access in a policy  written by an administrator, whether you're using the Console or the REST API with an SDK, CLI, or other tool. If you try to perform an action and get a message that you don’t have permission or are unauthorized, confirm with your administrator the type of access you've been granted and which compartment  you should work in. For more information, see Creating an Instance.
  • Instance access: To connect to a Linux Compute instance, you must have an SSH key. To connect to a Windows instance, you must have the instance password. For more information, see Connecting to an Instance.

Process Overview: Enabling Monitoring for a New Compute Instance

Following is the process for configuring a new Compute instance to emit metrics.

Task 1: Create a monitoring-enabled instance

Steps depend on the date of the image used to create the instance.

Latest version of supported image
Note

Like the latest version, some recent versions of supported images also have the Oracle Cloud Agent software installed. Compare to the date listed in Supported Images.

While defining properties for the new instance, set the property that enables the instance for monitoring. For instructions, see Using the Console or Using the API.

Legacy version of supported image

A legacy version of a supported image is one provided before the date listed in Supported Images.

While defining properties for the new instance, set the property that enables the instance for monitoring and do one of the following:

  • In the Console: While defining properties for the new instance, provide a script to install the Oracle Cloud Agent software onto the instance during the instance creation process.
  • Complete the instance creation process and then manually install the Oracle Cloud Agent software.
Task 2: (Optional) Create a service gateway

If your instances do not have public IP addresses, set up a service gateway on the virtual cloud network (VCN). The service gateway allows the instances to send metrics to the Monitoring service without the traffic going over the internet. Here are special notes for setting up the service gateway to access the Monitoring service:

  • When creating the service gateway, enable the service label called All <region> Services in Oracle Services Network. It includes the Monitoring service.
  • When setting up routing for the subnet that contains your instances, set up a route rule with Target Type set to Service Gateway, and the Destination Service set to All <region> Services in Oracle Services Network.

For detailed instructions, see Setting Up a Service Gateway in the Console.

Find Out if Monitoring Has Your Metrics

To find out if Monitoring has your metrics you either query instance metrics or view the instance configuration.

Query Instance Metrics

Query metrics to determine if Monitoring is receiving metrics emitted by the instance. For instructions, see Using the Console or Using the API.

Not seeing metrics for your instance?

If you don't see any metric charts, your Compute instance might not be emitting metrics. See the following possible causes and resolutions.

Possible cause How to check Resolution
Monitoring is disabled on the instance. Review the instance configuration. Enable monitoring.
No Oracle Cloud Agent software exists on the instance (occurs with older images). Connect to the instance and look for the software. Install the software.
The instance cannot access the Monitoring service because its VCN does not use the Internet. Review the instance's IP address. If it's not public, then a service gateway is needed. Set up a service gateway.
The instance does not use a supported image. Review Supported Images. Create an instance with a supported image.

New instance in a new compartment : The IAM policies  required for the instance to publish metrics to Monitoring are not yet initialized.

More information: IAM policies are automatically created for new instances and are immediately available, unless the instances are in a new compartment. For a new instance in a new compartment, the policies can take up to 20 minutes to initialize, which delays the emission of metrics.

(not applicable) Check back after 10 or 20 minutes.

View the Instance Configuration

View the instance configuration to determine if monitoring is enabled. Monitoring-enabled instances may require installation of the Oracle Cloud Agent software before metrics are emitted. For instructions, see Using the Console or Using the API.

Process Overview: Enabling Monitoring for an Existing Compute Instance

Following is the process for configuring an existing Compute instance to emit metrics.

Task 1: Enable monitoring

Update the instance configuration to enable monitoring. For instructions, see Using the Console or Using the API.

Task 2: Install the Oracle Cloud Agent software

Choose the operating system corresponding to the instance.

Linux

This section covers CentOS, Oracle Linux, and Ubuntu images.

  1. Enable monitoring on the instance.
  2. Connect to the instance.
  3. Run the script corresponding to the image used by the instance.

    CentOS 6.x
    #!/bin/sh
    cd ~
    curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/dbska0PSMeYlzH42Lm2tIcOsfYh8R9lp0k78J0KscYrDcQHgd0AXOhnX5ylWNiUw/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el6.x86_64.rpm -v 
    CentOS 7.x
    #!/bin/sh
    cd ~
    curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/DGBVthRumJ6Ppm_vIaw0voXP6Yzwj0m732wzisRtxrP4QazaWTrOZAzvUoG_f0f8/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el7.x86_64.rpm -v
    Oracle Autonomous Linux, Oracle Linux
    1. To determine whether the Oracle Cloud Agent software is installed, run the following command:

      sudo yum info oracle-cloud-agent

      The command returns the Oracle Cloud Agent version that is currently installed.

    2. If Oracle Cloud Agent isn't installed, or if the installed version is not the latest version, install the latest version by running the following command:

      sudo yum install -y oracle-cloud-agent
      Note

      If you don't have access to the yum repository that has Oracle Cloud Agent, run one of the following scripts.

      Oracle Linux 6.x
      #!/bin/sh
      cd ~
      curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/dbska0PSMeYlzH42Lm2tIcOsfYh8R9lp0k78J0KscYrDcQHgd0AXOhnX5ylWNiUw/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el6.x86_64.rpm -v
      Oracle Autonomous Linux 7.x, Oracle Linux 7.x
      #!/bin/sh
      cd ~
      curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/DGBVthRumJ6Ppm_vIaw0voXP6Yzwj0m732wzisRtxrP4QazaWTrOZAzvUoG_f0f8/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el7.x86_64.rpm -v
      Oracle Linux 8.x
      #!/bin/sh
      cd ~
      curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/s4iN9lcxnPj09tZ9U2EG7UJIUhhDS-TWsvmOWCyGFN60S1MiaKpkGzkvx2x7nYWt/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el8.x86_64.rpm -v
    Ubuntu 16.04, Ubuntu 18.04
    Note

    Installation of the Oracle Cloud Agent software on instances using Ubuntu images requires Snapcraft. To install Snapcraft, run the following commands, in sequence:

    sudo apt update
    sudo apt install snapd
    sudo snap install oracle-cloud-agent --classic
  4. Enter the relevant command to run the Oracle Cloud Agent software on the instance.

    Example 1: CentOS or Oracle Linux image
    sudo yum install -y <instance-agent-filename>
    Example 2: Ubuntu image

    (Same instructions as noted in the previous step: This command installs and runs the software.)

    sudo snap install oracle-cloud-agent --classic

    Metrics are now emitted by the instance.

Windows
  1. Enable monitoring on the instance.
  2. Download the Oracle Cloud Agent software from the following URL.

    https://objectstorage.us-phoenix-1.oraclecloud.com/p/AXDv-9lmSjN1ZC2Cj7LNW-26Zg2ycQYVwdJFCAYcwY709gUWWqj_xgyjBEgolv0f/n/imagegen/b/agents/o/OracleCloudAgentSetup_v1.5.0.msi

  3. Connect to the instance.
  4. Copy the downloaded Oracle Cloud Agent software to the instance.
  5. As a user with administrative privileges, enter the relevant command to run the Oracle Cloud Agent software on the instance.
    msiexec /qb /i <instance-agent-filename>

    Metrics are now emitted by the instance.

Task 3: (Optional) Create a service gateway

If your instances do not have public IP addresses, set up a service gateway on the virtual cloud network (VCN). The service gateway allows the instances to send metrics to the Monitoring service without the traffic going over the internet. Here are special notes for setting up the service gateway to access the Monitoring service:

  • When creating the service gateway, enable the service label called All <region> Services in Oracle Services Network. It includes the Monitoring service.
  • When setting up routing for the subnet that contains your instances, set up a route rule with Target Type set to Service Gateway, and the Destination Service set to All <region> Services in Oracle Services Network.

For detailed instructions, see Setting Up a Service Gateway in the Console.

Updating the Oracle Cloud Agent Software

We recommend always running the latest version of the Oracle Cloud Agent software.

If the installed software can access the internet, then no action is needed. The software periodically checks for newer versions and automatically installs the latest version when different from the current version.

If the installed software does not have access to the internet, then a manual update is required. For example, a Compute instance that has no internet gateway or service gateway cannot access the internet. In this situation, the software cannot complete its checks for newer versions.

To see which version of the Oracle Cloud Agent software is installed

Do one of the following: 

  • For Oracle Linux and CentOS, run the following command: 

    sudo yum info oracle-cloud-agent
  • For Ubuntu, run the following command: 

    snap info oracle-cloud-agent
  • For Windows, do one of the following.
    • In Control Panel, select Programs and Features and then find the version number provided for "Oracle Cloud Agent."
    • In PowerShell, run the following command: 

      Get-WmiObject -Class Win32_Product | Where-Object { $_.Name -eq "Oracle Cloud Agent" }

      Example output: 

      IdentifyingNumber : {exampleuniqueidentifer}
      Name              : Oracle Cloud Agent
      Vendor            : Oracle Corporation
      Version           : 0.0.10.0
      Caption           : Oracle Cloud Agent
To manually update the Oracle Cloud Agent software on a Compute instance

Do one of the following: 

  • Temporarily allow the instance to access the internet.
  • Redo the installation steps, using the latest version.

Oracle Cloud Agent software release notes

Linux versions
Oracle Cloud Agent software version for Linux Date Changes
1.6.0 November 6, 2020

Adds support for reattachable plugins so that Oracle Cloud Agent can be upgraded without stopping plugins.

OS Management Service Agent plugin:

  • Fixes the plugin to stop its process when it is requested to stop rather than staying up idle.
  • Fixes an upgrade kill cycle bug where OS Management upgrades Oracle Cloud Agent using yum, which then stops Oracle Cloud Agent, which stops the plugin.

Run command plugin:

  • Includes support for the run command feature in all regions in the Oracle Cloud Infrastructure commercial realm.

Unified Monitoring Agent plugin:

  • Enables package signature verification in CentOS.
1.5.1 October 27, 2020 Includes support for the run command feature.
1.4.1 October 21, 2020 Hotfix for agent termination of orphaned processes.
1.4.0 October 2, 2020

Fixes in updater daemon and plugins to make them more resilient.

1.3.2 September 9, 2020

Fix auto update download directory permissions.

Minor enhancements to the monitoring plugin. Enable additional plugins.

Create grpc sockets in /var/lib/oracle-cloud-agent/tmp.

1.2.0 August 3, 2020 Upgrade the agent to support plugins
0.0.19 May 28, 2020

Fix updater failing to run on images that mount a filesystem with noexec flag set, to /tmp.

Use instance metadata to generate client side URLs.

Includes support for the instance metadata service (IMDS) v2.

0.0.18 May 11, 2020 Miscellaneous updates.
0.0.15 January 15, 2020 Migrate from Python 2.7.15 to Python 3.6.9.
0.0.13 November 4, 2019 Fix a bug in handling monitoring service internal server errors.
0.0.11 September 13, 2019 Fix retry strategy for sending metrics and refresh security tokens.
0.0.10 July 15, 2019 Fix for correct handling of forced termination of the oracle-cloud-agent-updater.
Windows versions
Oracle Cloud Agent software version for Windows Date Changes
1.5.0.0 November 6, 2020

Adds support for reattachable plugins so that Oracle Cloud Agent can be upgraded without stopping plugins.

1.4.1.0 October 2, 2020

Fixes in updater daemon and plugins to make them more resilient.

1.3.0.0 August 7, 2020 Minor enhancements to the monitoring plugin.
1.2.0.0 June 26, 2020 Miscellaneous updates.
1.0.0.0 April 28, 2020

Includes all Microsoft patches as of April 24, 2020.

Includes a new version of the Oracle Cloud Agent with a plugin for Windows for the OS Management service.

Includes support for the instance metadata service (IMDS) v2.

0.0.13.0 January 15, 2020 Fixed: Migrate from Python 2.7.15 to Python 3.6.9.
0.0.11.0 November 5, 2019 Fixed: Fix a bug in handling monitoring service internal server errors.
0.0.10.0 September 13, 2019

Fixed:

  • Fix retry strategy for sending metrics and refresh security tokens
  • Fix for correct handling of forced termination of the oracle-cloud-agent-update
0.0.9.0 June 6, 2019 Fixed: Bug fix where agent restarts when telemetry or auth service returns 5xx.

Using the Console

Use the Console to create a Compute instance with monitoring enabled and, for new instances using legacy images, to run the script that installs the required Oracle Cloud Agent software.

To create a monitoring-enabled instance

Steps depend on the date of the image used to create the instance.

Latest version of supported image
Note

Like the latest version, some recent versions of supported images also have the Oracle Cloud Agent software installed. Compare to the date listed in Supported Images.
  1. Open the navigation menu. Under Core Infrastructure, go to Compute and click Instances. Choose a Compartment you have permission to work in, and then click Create Instance.
  2. On the Create Compute Instance page, under Configure placement and hardware, in the Image section, click Change Image. Select the latest version of a supported image.

    For more information about launching instances, see Creating an Instance.

  3. Click Show Advanced Options.
  4. On the Management tab, in the Oracle Cloud Agent section, select the Enable monitoring check box.
  5. Update other configuration as needed and then click Create.

    The newly created, monitoring-enabled instance emits metrics to the Monitoring service.

Legacy version of supported image

A legacy version of a supported image is one provided before the date listed in Supported Images. Legacy images require you to install the Oracle Cloud Agent software.

  1. Open the navigation menu. Under Core Infrastructure, go to Compute and click Instances. Choose a Compartment you have permission to work in, and then click Create Instance.
  2. On the Create Compute Instance page, under Configure placement and hardware, in the Image section, click Change Image. Select the legacy version of the supported image.

    For more information about launching instances, see Creating an Instance.

  3. Click Show Advanced Options.
  4. On the Management tab, do the following:
    1. In the Initialization Script section, select Paste cloud-init script. Copy and paste the script corresponding to the image used by the instance.
      • CentOS 6.x

        #!/bin/sh
        curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/dbska0PSMeYlzH42Lm2tIcOsfYh8R9lp0k78J0KscYrDcQHgd0AXOhnX5ylWNiUw/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el6.x86_64.rpm
        yum install -y ~/oracle-cloud-agent-1.6.0-3412.el6.x86_64.rpm -v
      • CentOS 7.x

        #!/bin/sh
        curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/DGBVthRumJ6Ppm_vIaw0voXP6Yzwj0m732wzisRtxrP4QazaWTrOZAzvUoG_f0f8/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el7.x86_64.rpm -v
        yum install -y ~/oracle-cloud-agent-1.6.0-3412.el7.x86_64.rpm -v
      • Oracle Linux

        sudo yum install -y oracle-cloud-agent
        Note

        If you don't have access to the yum repository that has Oracle Cloud Agent, copy and paste one of the following scripts.

        Oracle Linux 6.x
        #!/bin/sh
        curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/dbska0PSMeYlzH42Lm2tIcOsfYh8R9lp0k78J0KscYrDcQHgd0AXOhnX5ylWNiUw/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el6.x86_64.rpm
        yum install -y ~/oracle-cloud-agent-1.6.0-3412.el6.x86_64.rpm -v
        Oracle Linux 7.x
        #!/bin/sh
        curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/DGBVthRumJ6Ppm_vIaw0voXP6Yzwj0m732wzisRtxrP4QazaWTrOZAzvUoG_f0f8/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el7.x86_64.rpm -v
        yum install -y ~/oracle-cloud-agent-1.6.0-3412.el7.x86_64.rpm -v
        Oracle Linux 8.x
        #!/bin/sh
        curl -O https://objectstorage.us-phoenix-1.oraclecloud.com/p/s4iN9lcxnPj09tZ9U2EG7UJIUhhDS-TWsvmOWCyGFN60S1MiaKpkGzkvx2x7nYWt/n/imagegen/b/agents/o/oracle-cloud-agent-1.6.0-3412.el8.x86_64.rpm -v
        yum install -y ~/oracle-cloud-agent-1.6.0-3412.el8.x86_64.rpm -v
      • Windows Server 2012 R2, Windows Server 2016, and Windows Server 2019

        Note

        For legacy versions of Windows images, make sure cloudbase-init is supported. See https://docs.cloud.oracle.com/iaas/releasenotes/changes/595afbb7-de0c-4934-8074-5b1ed6be1b56/.
        #ps1_sysnative
        cd \Users\opc\Desktop
        Start-BitsTransfer -Source "https://objectstorage.us-phoenix-1.oraclecloud.com/p/AXDv-9lmSjN1ZC2Cj7LNW-26Zg2ycQYVwdJFCAYcwY709gUWWqj_xgyjBEgolv0f/n/imagegen/b/agents/o/OracleCloudAgentSetup_v1.5.0.msi" -Destination "c:\Users\opc\Desktop\OracleCloudAgentSetup.msi"
        msiexec /i "c:\Users\opc\Desktop\OracleCloudAgentSetup.msi" /quiet /L*V "c:\Users\opc\Desktop\OracleCloudAgentSetup.log" 
      • Ubuntu 16.04, Ubuntu 18.04

        Note

        Installation of the Oracle Cloud Agent software on instances using Ubuntu images requires Snapcraft. To install Snapcraft, run the following commands, in sequence:

        sudo apt update
        sudo apt install snapd
        sudo snap install oracle-cloud-agent --classic
    2. In the Oracle Cloud Agent section, select the Enable monitoring check box.
  5. Update other configuration as needed and then click Create.

    The newly created, monitoring-enabled instance emits metrics to the Monitoring service.

To find out if monitoring is enabled or if Monitoring is receiving metrics
  1. Open the navigation menu. Under Core Infrastructure, go to Compute and click Instances.
  2. Click the instance that you're interested in.
  3. Under Resources, click Metrics.

    If you see metric charts with data, then the Monitoring service is receiving metrics from this instance. For a list of metrics related to Compute instances, see Compute Instance Metrics.

    If you see a message that monitoring is not enabled, or that the Oracle Cloud Agent software needs to be installed, then complete those tasks.

To enable monitoring on an existing instance
  1. Go to the Metrics page for the instance: 
    1. Open the navigation menu. Under Core Infrastructure, go to Compute and click Instances.
    2. Click the instance that you're interested in.
    3. Under Resources, click Metrics.

      If monitoring is not enabled (and the instance uses a supported image), then a button is available to enable monitoring.

  2. Click Enable monitoring.

    If you see metric charts with data, then the Monitoring service is receiving metrics from this instance. For a list of metrics related to Compute instances, see Compute Instance Metrics.

    If you see a message that the Oracle Cloud Agent software needs to be installed, then see Task 2: Install the Oracle Cloud Agent software.

Using the API

Use the API to enable monitoring on a new or existing instance. After monitoring is enabled, you can install the Oracle Cloud Agent software.

For information about using the API and signing requests, see REST APIs and Security Credentials. For information about SDKs, see Software Development Kits and Command Line Interface.

To create a monitoring-enabled instance

Steps depend on the date of the image used to create the instance.

Latest version of supported image
Note

Like the latest version, some recent versions of supported images also have the Oracle Cloud Agent software installed. Compare to the date listed in Supported Images.

Use the LaunchInstance API operation, specifying the latest version of a supported image, and include the following parameter.

{
  "agentConfig": 
  {
    "isMonitoringDisabled":false
  }
}
Legacy version of supported image

A legacy version of a supported image is one provided before the date listed in Supported Images. Legacy images require you to install the Oracle Cloud Agent software.

  1. Use the LaunchInstance API operation, specifying the legacy version of the supported image, and include the following parameter.

    {
      "agentConfig": 
      {
        "isMonitoringDisabled":false
      }
    }
  2. Install the Oracle Cloud Agent software on the newly created instance. See Task 2: Install the Oracle Cloud Agent software.
To find out if monitoring is enabled or if Monitoring is receiving metrics

To query metrics, use the SummarizeMetricsData API operation. Returned metrics indicate that the Monitoring service received metrics from the instance.

To determine instance agent configuration (isMonitoringDisabled value), use the GetInstance or ListInstances operation.

To enable monitoring on an existing instance

Use the UpdateInstance API operation and include the following parameter.

{
  "agentConfig": 
  {
    "isMonitoringDisabled":false
  }
}

Generating a Diagnostic File for the Oracle Cloud Agent Software

To make it easier for Oracle support to help you troubleshoot issues with the Oracle Cloud Agent software, you can install the Oracle Cloud Agent diagnostic tool on your Compute instances. When you run the diagnostic tool, it generates a file that contains debugging information and logs for the plugins that are managed by the Oracle Cloud Agent software.

To generate a diagnostic file on a Linux instance
  1. Connect to the instance.
  2. Download the diagnostic tool by running the following command:

    curl https://objectstorage.us-phoenix-1.oraclecloud.com/p/jcbd2foClOQ2PtysyRVnfngUZFjXKBsVd_TKtb8Dy8U5z29LMpWs_mdKg8MsiFcp/n/imagegen/b/agents/o/oca-diagnostic-util-linux-11-01-20 > oca-diag-11-01-20
  3. Change the permissions on the diagnostic tool to make it an executable:

    chmod 744 ./oca-diag-11-01-20
  4. Run the diagnostic tool:

    ./oca-diag-11-01-20

    The tool generates a TAR file with a name in the format oca-diag-<date>.<identifier>.tar.gz. Provide the file when you open your support request.

To generate a diagnostic file on a Windows instance
  1. Connect to the instance.
  2. Open PowerShell as an administrator. Then, download the diagnostic tool by running the following command:

    $wc = New-Object System.Net.WebClient
    $url = "https://objectstorage.us-phoenix-1.oraclecloud.com/p/cjxpxGGpzdoE7LT0YMsAJmC196VxeLNHUhIkLC0j-z6hVl_cXAWwurCXcGf-9i14/n/imagegen/b/agents/o/oca-diagnostic-util-win-11-01-20.ps1"
    $output_file = "C:\Users\opc\oca-diag-11-01-20.ps1"
    $wc.DownloadFile($url, $output_file)
    Note

    If you get an error when you try to download the diagnostic tool, it might be due to the Transport Layer Security (TLS) version. Run the following command, and then try downloading the diagnostic tool again.
    [Net.ServicePointManager]::SecurityProtocol = [Net.SecurityProtocolType]::Tls12
  3. Change directories to the folder where the diagnostic tool is saved:

    cd C:\Users\opc
  4. Run the diagnostic tool:

    .\oca-diag-11-01-20.ps1

    The tool generates a ZIP file and saves it to C:\Users\opc\Desktop\. Provide the file when you open your support request.