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Release Notes / Version 11.2110

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6. Support

Online Support

Use our Online Support to submit a support ticket, track your submitted tickets or receive access to our forums. You can access our Online Support at:

Access to online services

Partners and Support customers will need to register an account with CoreMedia in order to access the Online Support. Just send us an email and we will send you your login details:

If you have any other questions or comments, please contact:

CoreMedia GmbH

Ludwig-Erhard-Straße 18

20459 Hamburg

Phone: +49 .40 .32 55 87 .777 Fax: .999

Our Support employees are available to take your support call weekdays between 9 a.m. and 6 p.m.

Our manuals are continuously reviewed and revised in order to reflect new developments and insights gained from the day-to-day use of CoreMedia systems.

If you have comments or questions about our manuals,

Please provide all necessary information in your support request to ensure that our Support team can efficiently help you with your issue.

CoreMedia systems are distributed systems that have a rather complex structure. This includes databases, hardware, operating systems, drivers, virtual machines, class libraries, customized code etc. in many different combinations. That's why CoreMedia needs detailed information about the environment for a support case. In order to track down your problem, provide the following information:

  • Which CoreMedia component(s) did the problem occur with (incl. release number)?

  • Which database is in use (version, drivers)?

  • Which operating system(s) is/are in use?

  • Which Java environment is in use?

  • Which customizations have been implemented?

  • a full description of the problem (as detailed as possible)

  • Can the error be reproduced? If yes, give a description please.

  • How are the security settings (firewall)?

In addition, log files are the most valuable source of information.

To put it in a nutshell, CoreMedia needs:

  1. a person in charge (ideally, the CoreMedia system administrator)

  2. extensive and sufficient system specifications

  3. detailed error description

  4. log files for the affected component(s)

  5. if required, system files

An essential feature for the CoreMedia system administration is the output log of Java processes and CoreMedia components. They're often the only source of information for error tracking and solving. All protocolling services should run at the highest log level that is possible in the system context. For a fast breakdown, you should be logging at debug level. The location where component log output is written is specified in its <appName>-logback.xml file.

Which Log File?

Mostly at least two CoreMedia components are involved in errors. In most cases, the Content Server log files together with the log file from the client. If you are able locate the problem exactly, solving the problem becomes much easier.

Where do I Find the Log Files?

By default, log files can be found in the CoreMedia component's installation directory in /var/logs or for web applications in the logs/ directory of the servlet container. See the CoreMedia Deployment Manual, "Service and Logfiles Names" chapter for the default names of the logfiles and the Operations Basics Manual, "Logging" chapter for more details.

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