This article describes what information is needed when contacting technical support in order to troubleshoot an EMG installation.
In the text below we use “EMGDIR” for the EMG configuration file directory, defaults to “/etc/emg” but often “/home/emg/etc” is used instead.
- Information to capture
- Uploading the files
Information to capture
EMG version and license info
First of all we need version and license info for EMG.
You display it by running:
Send us the entire output.
Second, we need the EMG configuration files.
EMGDIR/server.cfgEMGDIR/client.cfgAll users and routing files (EMGDIR/users, EMGDIR/routing or others in use)
Third, we need the EMG log files from EMGDIR/log.
Please create the necessary log files in the following way:
- Stop emgd, “emgd -stop”. Make sure there are no emgd processes still running using the “ps” command.
- Move away or remove the current log files
- Add NOLOGSERVER and LOGLEVEL=DEBUG2 at the top of your server.cfg.
- Optionally, set ROTATELOGS=100M:10 in your server.cfg. This keeps 10 generations of each log file, letting them grow to 100MB each. You can keep more files if you want, but 100MB is a good size when debugging.
- If you have many connectors (>10), instead add CONNECTOR_LOGLEVEL=INFO at the top of your server.cfg, and LOGLEVEL=DEBUG2 on the connectors that are involved in the current problem. For normal traffic, this means the connectors where the message arrives and where it is supposed to be sent out. For delivery reports, it also means the connector where the delivery report arrives, which may be different from the one where the message leaves, and the one where the delivery report is sent back, which is usually the same as where the original message arrived.
- Start emgd
- Run the failing procedure
- Stop emgd, “emgd -stop”
- Make a compressed archive with the relevant files
tar cvf logs.tar log/
Fourth, any other files that may be relevant such as plugin files or similar.
Uploading the files
Make sure that you do not do ANY changes to the files before sending them to us. Also make sure no character mapping is applied to the files (DOS<->UNIX line termination etc). The best way is usually to put everything into different files, create a tar-archive containing these files, compress it and then send us the compressed tar-archive as an attachment.
Send the log files and the configuration files as attachments to firstname.lastname@example.org. If you have an open ticket for this particular problem, please keep the subject line containing the ticket id. If it’s a new problem, make sure the subject line does not contain an old ticket id.
If the compressed log files are large (> 5MB), you can open up a ticket first by sending an e-mail to email@example.com and then use our FileCentral inbox for uploading the file(s).
Please specify the ticket id in the message.