Tips and Resources for Creating a Useful Support Request
Learn how to write a support request that contains enough relevant information so that we may deal efficiently with your problem..
What you'll learn
- Write useful support requests
Prerequisites
- Having support with Coremedia
Time matters
Should I read this?
When you have a problem with CoreMedia software, it is clear that you would like it solved as fast as possible. Your support team would also like to help you as quickly as possible. Therefore if you send us a support request, it is important that it contains enough relevant information so that we may deal efficiently with your problem.
General Information
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 we need detailed information about the environment for a support case. In order to track down your problem, we need:
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Information about the CoreMedia component(s) where the problem occurs (including release number)
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Detailed environment information including:
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Database and version
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Operating system
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Java environment
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Security settings
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Implemented customisations
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A full description of the problem
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A reliable way of reproducing the problem (such as using the reference system)
In addition, log files are the most valuable source of information.
Log 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 of the component log output is specified in its < appName>-logback.xml or *.jpif startup file.
Which Log File?
It often happens that more than one CoreMedia component is involved in an error. In most cases, we need the *server.log files together with the log file from the client.
To find out which log file is needed based on your type of problem see the table in these links below:
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(s) of the Operations Basics Manual for details:
Troubleshooting
If you are able to zero-in on the problem, solving it becomes much easier. You can also check the troubleshooting guides in the documentation relating to the affected component and the Documentation Site for known issues. If your problem is not listed and you cannot solve it yourself, send us a support request and attach all information available for a speedy process.