CoreMedia'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 1.4.1, “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.
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 in coremedia.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 "Logging" chapter of the [Operations
Basics Manual] for details.
| Component | Problem | Log files | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| CoreMedia Studio | general |
| |||||||||
| CoreMedia Editor | general |
| |||||||||
| check-in/check-out |
| ||||||||||
| publication or preview |
| ||||||||||
| import |
| ||||||||||
| workflow |
| ||||||||||
| spell check |
| ||||||||||
| licenses |
| ||||||||||
| Server and client | communication errors |
| |||||||||
| preview not running |
| ||||||||||
| website not running |
| ||||||||||
| Server | not starting |
|
Table 1.4. Log files check list
 |  |  |
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