Log files for support

This section describes how to get logs and other information that will be required if you contact Support.

If you have a problem with your Exasol solution 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.

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.

In Exasol 2025.1 and later you can use Exasol Admin to create an archive with the necessary logs, which you can then include with your support case. For previous versions of Exasol, you must generate the logs manually using EXAsupport. To learn more, see Generate support archive in Exasol Admin.

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 about your system will help us to analyze and resolve your issue:

  • Exasol version

  • Number of data nodes

  • Number of storage disks attached per node

  • IP addresses of all Exasol nodes

  • Network information such as IP subnet, CIDR block, netmask

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

  • Time required to take a full backup

  • Database statistics

  • Configurations and modifications to your system

System logs

In many cases the system logs for a specific node will also be required for troubleshooting. To collect system logs for a node, connect to the node over SSH and use sudo journalctl [filter]. If Exasol is installed with a non-root user, omit sudo.

For example, to retrieve system logs for the last 7 days and save the output to a file:

Copy 
sudo journalctl --since "7 days ago" > node11_journalctllog.txt

Debug info for 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 how to retrieve logs and other information from your system, see the following topics: