Log Files for Support

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

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

In some scenarios you may be asked to provide profiling information for a problematic query. To get this information you must first run a test of the problematic statement with profiling enabled, and then retrieve the log files for that session.

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 How to get logs and system info.

Additional information

The following additional details will help us to analyze and resolve your issue:

  • Version of Exasol in use

  • Number of data nodes

  • Number of storage disks attached per node

  • IP addresses of all Exasol nodes

  • Additional network information such as the IP subnet, CIDR block, and netmask

  • Backup strategy and location of backups (local or remote)

  • Time required to take a full backup

  • Configurations and modifications to your system

  • Database statistics

Debugging specific use cases

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

SQL query and system performance issues

  • SQL and server process logs for before (if available) and after the performance issue appeared
  • Profiling of the problematic query
  • Comparison session IDs

Aborted SQL processes

  • SQL and server process logs
  • Coredumps

Transaction conflicts

  • SQL and server process logs for the sessions

IMPORT/EXPORT transaction issues

  • SQL and server process logs for the entire day

Database crash

  • SQL and server process logs
  • ClusterOS logs
  • Coredumps

How to get logs and system info

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