Overview

When you are experiencing a major incident such as an outage with your Jive on-premise instance and you are contacting us, you should include the log files as described in this article to expedite your support experience

Information

If you are not satisfied with the solution provided by ATLAS, then it will create a ticket for you on which you can attach the below information:

1. Details of the issue that you are experiencing including the screenshots and preferably including issue reproduction video(s).
2. In-depth details of any changes that were made to the instance prior to experiencing this issue.
3. The following log files:
   
   Please note: You will need to log in to the Jive servers through the command-line interface to obtain these files. Typically, most of these files (except for httpd logs) are stored in the /usr/local/jive/var/logs folder. If you are unclear about how to obtain or transfer these files from the Jive servers, please consult with your organization's IT team.
   1. Web servers:
      
      1. SBS Log files: There may be several SBS log files with .log and .out file extensions.
      2. Garbage collection log files: These will have -gc- in the name. For example, sbs-gc-2021-01-21_104558.log.
      3. Threaddumps file that is generated by these steps:
         • Change your account to the jive user by running the command: sudo su - jive
         • Run the command: jive snap -c 5 -i 5 > threaddump.txt
      4. httpd log files that are stored in /var/log/messages and /var/log/sa/*.
   2. EAE servers: eae-service.log and eae-service.out.
   3. Cache servers: cache-service.out.
   4. Search server: service.log.
4. Information on query reports from the database administration team for the Jive application database:
   
   1. If using Oracle, please provide an AWR (Automatic Workload Repository) report covering the outage period.
   2. For other database server types, please provide information about the queries that were/are running at the time of the outage and if any changes were made to the database.