What information and artifacts to provide on a VMware GemFire support ticket
Article ID: 294050
Updated On:
Products
VMware Tanzu Gemfire
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).
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 might help make things clearer.
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. You can use the following tool to get an overview of GemFire logs and statistics: GemFire: Geode Support Shell tool for log and stat analysis The following KB articles describes how to enable and collect the different GemFire artifacts:
9. In the case that the logs that covers the incident doesn'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.
10. 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.
11. If you are experiencing hung issues, then take thread dumps on the member or members hanging. 3 sets with 20 seconds between them.
12. A heap dump is rarely needed but in case you are experiencing memory leaks you should provide these.
- VMware GemFire
- VMware Tanzu GemFire [VMs]
- VMware Tanzu GemFire [k8s]
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 might help make things clearer.
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. You can use the following tool to get an overview of GemFire logs and statistics: GemFire: Geode Support Shell tool for log and stat analysis The following KB articles describes how to enable and collect the different GemFire artifacts:
- How to collect basic information for VMware GemFire issues
- How to collect basic information for VMware Gemfire for TAS issues (documentation)
- How to collect basic information for VMware Tanzu™ GemFire® for Kubernetes issues
9. In the case that the logs that covers the incident doesn'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.
10. 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.
11. If you are experiencing hung issues, then take thread dumps on the member or members hanging. 3 sets with 20 seconds between them.
12. A heap dump is rarely needed but in case you are experiencing memory leaks you should provide these.
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