Jive encourages our customers to provide relevant logs when filing a case. However, there have been situations where customers have requested for reviewing errors in logs despite no issues observed by end-users.
Jive support will not investigate these types of requests and will only analyze log files for issues that are directly tied to broken or unexpected functionality.
This article outlines the Support team's policy for errors found in the logs, along with an example scenario for detailed understanding.
- Jive Support will utilize the various logging resources available to address and troubleshoot unexpected behavior within the Jive platform (this excludes customizations provided by Jive Partners or Jive Professional Services, which will be addressed by the respective authors).
- Jive Support will not provide analysis for any logs without being clearly connected to an issue that is impacting your community. Errors in logs themselves do not affect your community.
Jive Support appreciates when customers want to address issues before there is a user impact proactively, and finding errors in the logs can understandably raise a sense of alarm.
- In most contexts, an error message implies that something is wrong. This is especially true when the majority of unexpected behavior in Jive usually casts errors in some form of logs.
- It is important to understand that wrong does not necessarily mean not working - an error exception may be the consequence of some wrong action made by the user, but it is not always equal to something not working.
- Jive Support Case analysis has shown that of these requests, the vast majority do not result in any actionable findings.
A user is trying to log into a Jive community that uses SAML SSO. They inadvertently provide the wrong credentials.
The result of this is an error level exception with a long stack trace which points to many different Java classes.
This error does not mean that something is broken:
- The application must cast this error for the authentication to fail.
- The failure, in turn, triggers a break in the login flow, which causes a different set of code to be executed. This code tells the IdP (Identity Provider) and the user that the wrong credentials were used.
This is one of many examples where an error exception is necessary for healthy behavior.