Log Files for Support

This section describes how to get logs and other system information that may be required when you contact Support.

If you have an issue with your Exasol system, our Support team will in most cases require logs and other information from your system to be able to troubleshoot and resolve your issue. This section explains which information may be needed in different cases and how to retrieve it from your system.

To get help from our Support team, create a case.

Required information

What is the problem?

Describe the issue as clearly as possible.

When did the problem occur?

Try to narrow this down to a specific session or time of day.

Other relevant information

Additional details about the circumstances when the issue occured.

Log files and system info

Provide logs and other information that could be relevant for your issue.

For guidance, see Getting logs and information.

Additional information

The following additional details about your Exasol deployment will help the Support team analyze and resolve your issue:

  • The version of Exasol in use
  • The number of data nodes
  • The number of storage disks attached per node
  • IP addresses of all Exasol nodes
  • Additional network information such as IP subnet, CIDR block, and netmask
  • Backup strategy and location of backups (local or remote)
  • The time required to take a full backup
  • Any relevant configurations and modifications to the system
  • Database statistics created using EXAoperation

Personal data in collected files

The collected logs and other files retrieved from the system for support purposes should normally not contain any personal data. In some circumstances it may however happen that data with personal references is included:

Monitoring metrics, database system tables

These files do not contain any personal data.

Log files, SQL/server logs

These files normally do not contain any personal data. However, database user names or IP addresses may appear in the logs, and these may have a personal reference.

Cluster OS logs:

These files do not contain any personal data.

Coredumps:

These are images of crashed processes. These files normally do not contain any personal data. However, the data that was being processed at the time of the crash may contain personal references in the individual database content.

Getting logs and information

For details about which information is required in different use cases and how to retrieve it from your system, see the following topics: