Log Files for Support

This section describes the logs and other information that you may need to provide when contacting Support.

In case you have an issue with Exasol, our Support team can help you to resolve it. To get help, create a case.

The Support team will require the following information in order to investigate and troubleshoot your issue:

  • What is the problem? - Describe the issue as clearly as possible.
  • When did the problem occur? - Try to narrow it down to a specific session or time of day.
  • Other relevant information? - Provide any additional information that could be relevant to the issue.
  • Log files - Provide the logs that are relevant for your specific use case - see Debug Use Cases.

For more efficient processing of your issue, provide the following details:

  • The version of Exasol in use
  • Network information, such as the IP CIDR block, IP subnet, and netmask
  • IP addresses of all Exasol nodes
  • Number of data nodes
  • Number of storage disks attached per node
  • Backup strategy and location of backups (local or remote)
  • The time required to take a full backup
  • Any other important settings or modifications
  • Database statistics created using EXAsupport

Debug Use Cases

The following information will be required for debugging in specific use cases.

Query/System performance issues

  • SQL/Server logs for before (if available) and after the performance issue appeared
  • Potential profiling of the problematic query
  • Comparison session IDs

Transaction conflicts

  • SQL/Server logs with named session

SQL process aborted

  • Coredumps
  • SQL/Server processes


  • SQL/Server logs for the entire day

Database crash

  • Coredumps
  • SQL/Server processes
  • ClusterOS logs

Additional information

The following sections describe how to get specific logs and additional information for debugging: