Apply the solution that matches your root cause. If you find that the root cause is not covered in any of the above technical articles then please open an issue with support and provide the following information after the problem occurs:
- A screenshot showing the release details for the release with artifact distribution errors. This should include:
- The URL. This is helpful because this will confirm the RELEASE ID that we need to troubleshoot.
- The properties of the release (on the right side). This is helpful because we can see information related to start time, etc..
- The PRE-DEPLOY stage page. This is helpful because it will show which artifact package was applied as well as any errors associated with the artifact distribution. It is possible that you might need to take multiple screenshots to capture all of this information (depending on screen resolution, etc..). That is why we explain which information we're after and how it is helpful.
- A screenshot of the artifact package.
- To get this we recommend copying the package name from the release details -> pre-deploy stage page. Then click on the artifact package link which brings you to the artifact packages page but doesn't automatically bring you to the artifact package in question. Use the filter in the artifact package view to paste the name of the artifact package and then select the artifact package and take a screenshot off all of the artifacts in the package. You usually do not have to take a screenshot of the details for each artifact in the artifact package. But the more information the better. It is better to have the information and not need it then to need it and not have it.
- A copy of the logs directory from the following servers:
- The management server (both management servers if using HA).
- All execution servers. The reason for this is because the failure could be in the route (which is not something that can easily be identified) used to distribute an artifact from one system to another.
- The retrieval agent. See additional information (below) for how to identify which artifact retrieval agents were used for the release id with the artifact distribution error.
- The agents being deployed to. There are two phases of artifact distribution. See below for the phases and when these agent logs are necessary.
- Distribute to execution server. The agent logs are usually not necessary if the problem is during this phase of artifact distribution. The exception to this is when the error is saying that it was unable to find an execution server for a specific agent machine. In that case the logs from the agent should be collected and shared with support.
- Distribute to agents. The agent logs are necessary when the problem is during this phase of artifact distribution.