VMware GemFire support case: information and artifacts to provide
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VMware GemFire support case: information and artifacts to provide

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Article ID: 294050

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Updated On:

Products

VMware Tanzu Gemfire VMware Tanzu Greenplum / Gemfire VMware Tanzu Data Intelligence VMware Tanzu Data Suite VMware Tanzu Data Suite

Issue/Introduction

The following is a checklist that can be used to raise the quality and level of information and artifacts provided when opening a VMware GemFire support ticket.

Resolution

  1. Select the right product.
    • VMware GemFire was previously simply GemFire. The stand-alone product.
    • VMware Tanzu GemFire [VMs] was previously called Pivotal Cloud Cache (PCC) and VMware Tanzu GemFire [k8s] is the new product for running GemFire on Kubernetes (K8s).
      • VMware GemFire
      • VMware Tanzu GemFire [VMs]
      • VMware Tanzu GemFire [k8s]   
  2. Provide incident time(s), including the time zone where the incident happened.
    • The person opening the ticket might be in another time zone than the data center where GemFire is operating, and the support engineer might be in a third time zone.
  3. Details on what has been observed:
    • Exception thrown
    • Performance degrade experienced when doing a certain operation
    • Command or query not working
    • Etc.
      The more detail the better. Screenshots of observed behavior can often help provide more clarity.
  4. Describe any recent changes to the cluster: Upgrade of GemFire or JDK, deployment of new or updated code and the like.
  5. What is the current status of the issue?
  6. What is or was the business impact?
  7. Make sure that the GemFire logs and statistics covers the incident time frame.
  8. If the issue is experienced on a GemFire client (Java or .net), in Pulse or using GFSH then collect the related client-side logs in addition to the server-side artifacts.
  9. If you are having resource issues on the client side, you should also collect GemFire statistics from the GemFire Java or .net client.
  10. In the case that the logs that covers the incident don't include the configuration header, which are printed at server start-up but not when log files are rolled, then it is a good idea to include a log file from the latest start-up. This is because tthe configuration header contains a lot of helpful information that might be needed when troubleshooting.
  11. In the case you observe "wakeup delay" log messages in the logs, collect GC logs. JVM Pauses are most often related to long GC pauses and the GC logs contain information that is not present in the GemFire statistics.
  12. If you are experiencing hung issues, take thread dumps on the member or members hanging. 3 sets with 20 seconds between them.
  13. A heap dump is rarely needed but in case you are experiencing memory leaks you should provide these.

Additional Information

For detailed instructions on how to collect these artifacts, refer to the following guides:

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