Support Ticket Best Practices

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When submitting a request to Sonatype Support it is tremendously helpful if you supply us with diagnostic information from the affected product.  We ask that you supply the following information with your support ticket:

  1. Diagnostic and log files from the affected server
  2. Build logs or screenshots of the client side issue

Failure to supply the needed information often results in unnecessary delays in ticket resolution times.

Getting the us the information we need is easy, see below for instructions for Nexus Repository and Nexus IQ Server.

Nexus Repository 3

Create a Support Zip Using the UI

  1. As an administrative user, open the Administration UI.
  2. Navigate to Support -> Support ZIP.
  3. Click Create support ZIP.
    Allow time for the zip to be generated. The download will start automatically when ready.

repo3-support-zip-ui.png

Create a Support Zip Using the UI with No Size Limits

Large files such as logs may be truncated during zip generation. This can impact the efficiency of diagnosing a reported issue. Use this procedure to avoid having truncated files from the day the support zip is generated:

  1. As an administrative user, open the Administration UI.
  2. Navigate to Support -> Support ZIP.
  3. Uncheck the following options
    • Limit files in the Zip archive
    • Limit the ZIP archive
  4. Click Create support ZIP.
    Allow time for the zip to be generated. The download will start automatically when ready.

repo3-support-zip-no-limit.png

Collecting Archived Logs From the Day of the Issue

A support zip will only include logs from the day it is generated. If your issue was on a different day than when you generated the support zip, we will also need the archived logs from the day of the issue.

Archived log files are located under the data directory named with the day they are archived:

  • log/audit/audit-YYYY-MM-DD.log.gz

  • log/nexus-YYYY-MM-DD.log.gz

  • log/request-YYYY-MM-DD.log.gz

  • additional logs may be in log/tasks/ with a timestamp YYYYMMDD in the file name

Create a Support Zip Using curl

Required: Nexus Repository version 3.13.0 or newer

Use this method when:

  • the server process is started but the UI may not reachable
  • the blob store is corrupt, preventing the support zip from being saved there as it normally would
  • a load balancer/reverse proxy needs to be bypassed to request a zip from a specific instance

How to create a support zip using curl:

  1. Open a command prompt / terminal on a host that has curl installed and can reach your IQ server host.
  2. Execute the following command (adjust 'localhost:8081' to your hostname[:port] and admin:admin123 to your real Administrator user username and password ):
    curl -u admin:admin123 -O -J -X POST http://localhost:8081/service/rest/v1/support/supportzip -H "Content-Type: application/json" --data '{"systemInformation": true, "threadDump": true, "metrics": true, "configuration": true, "security": true, "log": true, "taskLog": true, "auditLog": true, "jmx": true, "limitFileSizes": true, "limitZipSize": true}'
  3. Locate the support zip file saved into the current directory automatically and attach it to your support ticket.

Note: The REST API method WILL NOT attempt to save the generated support zip on the server in the downloads directory or in the blob store.

Nexus IQ Server

Create a support zip using a web browser

  1. Sign-in to IQ Server as a user with the System Administrator role. The default 'admin' user has this role.
  2. Open a new browser tab. Paste the following URL into the browser location bar and press Enter:
    http://localhost:8070/rest/support?includeDb=true
    • Replace http://localhost:8070 with your own IQ Server baseUrl.
  3. Allow time for the zip to be generated. Save the file and then upload the zip to your support ticket.

Create a Support Zip Using curl

  1. Open a command prompt / terminal on a host that has curl installed and that can connect to your IQ server host.
  2. Execute the following command to save the support zip in the current directory:
    curl -u admin -O -J http://localhost:8070/rest/support?includeDb=true
    • Replace http://localhost:8070 with your own IQ Server baseUrl.
    • Replace admin with a userid that has the System Administrator role. The default admin user has this role.
  3. Locate the support zip saved in the directory the command was executed. Upload it to your support ticket.

IQ Server Support Zip Generation URL Parameters

Providing No Parameters

Passing no parameters to the support zip URL will generate a basic zip file that does not include organization, application, policy, and other database stored configuration. It could also mean the log files are truncated for size. There are a lot of scenarios where excluding this information will delay and prevent efficient diagnosis of a reported problem.

includeDb ( IQ version 1.35+ )

Accepts literal 'true' or 'false' values. Default is 'false' if omitted. If true, the support zip will include organization, application, policy, and other database stored configuration. Any configured password values are obfuscated automatically. Application and repository report details are NOT included.

noLimit ( IQ version 1.43+ )

Accepts literal 'true' or 'false' values. Default is 'false' if omitted. Zip files and the files within may become truncated to keep the overall support zip size under 20MB. When this parameter is 'true', then truncation is not enforced, which ensures that we have complete files from the day the zip is generated.

Example Specifying Parameters

http://localhost:8070/rest/support?includeDb=true&noLimit=true

Support Information From Nexus IQ Server Version 1.26 and Older

The support zip feature does not exist in these versions - information must be manually gathered from the server file system.

Please compress copies of the following files from the server installation and submit as a ticket attachment:

  • config.yml ( obfuscate any passwords contained in this file before submittal )
  • log/clm-server.log
  • log/request.log

Nexus Repository 2

Create a Support Zip

  1. As an administrative user, sign-in and open the Administration UI in version 2.7+.
    Use the default admin user or any user with nx-admin privilege.
  2. Navigate to Support Tools -> Support ZIP.
  3. Click Create. Allow time for the zip to be generated. The download will start automatically when ready.
    If there is error indicating a timeout, then it took longer than the configured UI timeout to generate the zip. The zip will still be generated and you can obtain it from the server file system:
    2.7.x: The file is saved on the server in the sonatype-work/nexus/support directory.
    2.8.0+The file is saved on the server in the sonatype-work/nexus/downloads directory.

repo2-support-zip-ui.png

Create a Support Zip with No Limits

  1. As an administrative user, sign-in and open the Administration UI in version 2.7+.
    Use the default admin user or any user with nx-admin privilege.
  2. Navigate to Support Tools -> Support ZIP.
  3. Uncheck the following options:
    • Limit Included File Sizes
    • Limit Maximum ZIP File Size
  4. Click Create. Allow time for the zip to be generated. The download will start automatically when ready.
    If there is error indicating a timeout, then it took longer than the configured UI timeout to generate the zip. The zip will still be generated and you can obtain it from the server file system:
    2.7.x: The file is saved on the server in the sonatype-work/nexus/support directory.
    2.8.0+The file is saved on the server in the sonatype-work/nexus/downloads directory.

repo2-support-zip-ui-no-limit.png

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