KBEC-00307 - Log files required

Article ID:360033190751
2 minute readKnowledge base

arSummary

You have run into an issue with your CloudBees CD (CloudBees Flow) implementation. What information should you send EC support?

Solution

Some valuable tips

  • It is much faster to upload files to our Sharefile FTP site than upload one file at a time into the ticket

  • It is much easier for us to read through output of commands when they are piped to a file rather than given to us in-line in the email.

Examples

Example 1

As of 10:00am this morning, every page on the UI results in a LazyInitializationException. We restarted the server service at 11:00am and the problem disappeared

  • We would need the CloudBees CD (CloudBees Flow) server logs from 9:00am until after the restart at 11:00am

  • We would like the entire service.log (if too large, you can find the appropriate date entries and send us just that portion)

  • We would like a screen shot of the exception you received when you hit pages.

Example 2

We have intermittent Agent Internal Error on certain steps in a job. We are unable to reproduce it consistently, but see it at least twice a day.

  • We would need the following details from one successful run of this job and one failure with Agent Internal error.

-→ ectool getJobDetails (pipe this to a file and attach, please do not give us inline text on the ticket itself)

-→ commander server log that covers the beginning to the end of both these jobs

-→ jagent.log that covers the beginning to end of the jobStep that ran on the error’d agent.

See Also

Where can I find CloudBees CD (CloudBees Flow) services log files?

Where can I find installer log?

Applies to

  • Product versions: 4.2.x and higher

  • OS versions: All supported platforms

This article is part of our Knowledge Base and is provided for guidance-based purposes only. The solutions or workarounds described here are not officially supported by CloudBees and may not be applicable in all environments. Use at your own discretion, and test changes in a safe environment before applying them to production systems.