Escalate immediately
Contact support without waiting to exhaust on-site options when any of the following are true:- Hardware damage is suspected. If the appliance has been dropped, flooded, or exposed to conditions outside its operating range, stop using it and contact support before attempting a restart.
- A hard drive failure is suspected. Continued operation with a failing drive can worsen data loss. See Responding to Hard Drive Failure.
- POST or BIOS errors cannot be cleared. If the appliance will not complete POST after reseating the management module and cycling power, the failure is likely a hardware fault. See BIOS / POST Failures.
- Data integrity is at risk. If storage errors, incomplete writes, or corrupted captures are observed and the condition is not explained by a power loss event with a clear recovery path.
Escalate after on-site troubleshooting
Contact support after attempting the relevant on-site troubleshooting steps when:- An issue recurs after following the documented resolution steps
- Pod errors persist for more than 30 minutes and log review does not reveal a cause. See Pod Errors
- Performance degradation does not improve after addressing storage and resource contention
- Keycloak admin lockout cannot be resolved using the recovery procedure. See Keycloak Admin Lockout
- An issue is not covered by any troubleshooting page in this documentation
What to gather before contacting support
Providing the following information when you contact support allows the team to respond faster and more accurately:Contact details for support are provided on the delivery record that accompanies the appliance, or were communicated separately at the time of purchase. If you cannot locate your escalation contact information, reach out through the channel your organization uses to manage the LARK deployment.