Troubleshooting

• How do I reach out to HiddenLayer Product Support?

  • You can email support@hiddenlayer.com to open a support case.

• What information does HiddenLayer need to troubleshoot my issue?

  • During installation of the AirGapped AISec Platform, a separate Admin Console is generated that allows management of the embedded cluster.

    • This includes generation of Support bundles

      • Support bundles contain the necessary logging for HiddenLayer to troubleshoot issues with your airgapped deployment

• How do I generate logs for review?

  • In the Admin Console navigate to the Troubleshooting tab and then the Support bundles sub-tab

    • Click Generate a support bundle
    • As this is being ran in an airgapped environment, click the Download button to output the support bundle locally as a tar file
    • Send the support bundle tar file to HiddenLayer Support

• How do I check if NTP is enabled?

  • Run the following in terminal: timedatectl

    • The output will show if NTP is enabled and if the system clock is synchronized