Elastic Social Manual / Version 2301
Table Of ContentsCoreMedia's support is located in Hamburg and accepts your support requests between 9 am and 6 pm MET. If you have subscribed to 24/7 support, you can always reach the support using the phone number provided to you.
To submit a support ticket, track your submitted tickets or receive access to our forums visit the CoreMedia Online Support at:
Do not forget to request further access via email after your initial registration as described in Section 1.3.1, “Registration”. The support email address is:
Email: support@coremedia.com
Create a support request
CoreMedia systems are distributed systems that have a rather complex structure. This includes, for example, databases, hardware, operating systems, drivers, virtual machines, class libraries and customized code 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 (include the 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:
a person in charge (ideally, the CoreMedia system administrator)
extensive and sufficient system specifications
detailed error description
log files for the affected component(s)
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. See Section 4.7, “Logging” in Operations Basics for details.
Which Log File?
In most cases at least two CoreMedia components are involved in errors: the Content Server log files together with the log file from the client. If you know exactly what the problem is, solving the problem becomes much easier.
Where do I Find the Log Files?
By default, application containers only write logs to the console output but can be accessed from the container runtime using the corresponding command-line client.
For the docker command-line client, logs can be accessed using the docker logs command.
For a detailed instruction of how to use the command, see docker logs.
Make sure to enable the timestamps using the --timestamps flag.
docker logs --timestamps <container>
For the kubectl command-line client in a Kubernetes environment you can use the
kubectl logs command to access the logs. For a detailed instruction of how to use the command,
see kubectl logs.
Make sure to enable the timestamps using the --timestamps flag.
kubectl logs --timestamps <pod>
