Log Files for Support

This section describes how to get logs and other information about your system that may be required when contacting Support.

In case you have an issue with your Exasol system, our Support team can help you resolve it. To be able to help you with your issue, the Support team will require logs and other information from your system. 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 EXAsupport

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: