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Start with specifics — Frequently we receive support tickets with vague problem descriptions (such as "Swarm is not replicating" or "One node does not") and no information about the version of software involved, the configuration, the exact messages or symptoms received. Without that information, all we can do is to respond and ask you for more information. You can save a lot of time by being precise and detailed and by including the maximum possible amount of configuration information.
Configuration — To diagnose almost any problem, we need to know the basics about your configuration:
Basic hardware architecture (number and type of nodes, connectivity, etc.)
Software versions (Swarm, CSN, etc.)
Swarm configuration (your
cluster.cfg/node.cfgfile)
Logging — For most problems, being Being able to see what happened happens over time is essential to understanding behavior. This means that we will likely need DataCore Support likely needs to see your logs.
Enable logging: Please make sure that you have logging enabled.
Retain logs: If you are not logging to a syslog server somewhere or if you have not retained those logs, it is quite likely that it will be impossible to definitively say what went wrong.
Target the timeframe: Please provide us logs for the period during which the problem you are trying to resolve occurred.
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