Support

This document helps you submit a well-prepared support ticket to ensure Axibase staff can resolve it faster.

Commercial Support:

Community Support:

  • Contact us at support-atsd@axibase.com.

Use the below guidelines to attach relevant details to the ticket. Skip sections 2-6 if not applicable.

1. Database Information

Open Settings > Server Properties page.

Click Export Configuration.

The configuration-export.json file contains key database and operating system information, including:

  • Operating system name and version.
  • Database build and version details.
  • JVM parameters.
  • Java environment variables.
  • Current database metrics.
  • Database properties.

Review the sample configuration file.

2. Database Log Files

The files in the /opt/atsd/atsd/logs/ directory can be downloaded from the Settings > Diagnostics > Server Logs page.

  1. Error log /opt/atsd/atsd/logs/err.log.

  2. Archive (.tar.gz) of *.log and *.zip files in the /opt/atsd/atsd/logs directory.

    tar czfv atsd_support.tar.gz \
      /opt/atsd/atsd/logs/*.log \
      /opt/atsd/atsd/logs/*.zip \
      /opt/atsd/atsd/logs/*.out
    

3. Extended Log Files

  1. Archive (.tar.gz) of the local /opt/atsd/hbase/logs/ directory or from the HBase HRegion Servers.

  2. Archive (.tar.gz) of the local /opt/atsd/hadoop/logs/ directory or from the HDFS Data Nodes.

  3. Archive (.tar.gz) of the most recent java_pid<pid>.hprof heap dump file in the /opt/atsd/atsd/logs directory, if such file is present.

4. Performance Statistics

  1. Screenshot of the Portals > ATSD portal for the time period covering the issue.

  2. Screenshot of the Portals > ATSD Log Viewer portal for the time period covering the issue.

  3. Screenshots of the Settings > Diagnostics > Database Statistics table.

  4. CSV Export of the below query generated in the SQL Console. Modify the datetime condition to match the hour when the issue occurred.

SELECT t1.datetime, t1.value AS api_cm, t2.value AS dis_mtr, t3.value AS exp_mtr, t4.value AS flt_mtr, t5.value AS fwd_mtr,
  t6.value AS hbs_scan, t7.value AS hsess, t8.value AS hpool, t9.value AS hpool_pct, t10.value AS jvm_com_vs,
  t11.value AS jvm_fr_pmem, t12.value AS jvm_fr_swap, t13.value AS max_file, t14.value AS mem_free, t15.value AS mem_max,
  t16.value AS mem_used, t17.value AS mem_used_pct, t18.value AS open_file, t19.value AS proc_load, t20.value AS sys_cpu_load,
  t21.value AS sys_loadavg, t22.value AS tot_phys_mem, t23.value AS tot_swap, t24.value AS mtr_gets, t25.value AS mtr_reads,
  t26.value AS mtr_recv, t27.value AS mtr_writes, t28.value AS net_cmd_ign, t29.value AS net_cmd_malf, t30.value AS non_pers,
  t31.value AS ser_pool_active, t32.value AS ser_queue, t33.value AS ser_rejc
  FROM api_command_malformed_per_second t1
  JOIN disabled_metric_received_per_second t2
  JOIN expired_metric_received_per_second t3
  JOIN filtered_metric_received_per_second t4
  JOIN forward_metric_received_per_second t5
  JOIN using entity hbase_scans_per_second t6
  JOIN http.sessions t7
  JOIN http.thread_pool_used t8
  JOIN http.thread_pool_used_percent t9
  JOIN jvm_committed_virtual_memory_size t10
  JOIN jvm_free_physical_memory_size t11
  JOIN jvm_free_swap_space_size t12
  JOIN jvm_max_file_descriptor_count t13
  JOIN jvm_memory_free t14
  JOIN jvm_memory_max t15
  JOIN jvm_memory_used t16
  JOIN jvm_memory_used_percent t17
  JOIN jvm_open_file_descriptor_count t18
  JOIN jvm_process_cpu_load t19
  JOIN jvm_system_cpu_load t20
  JOIN jvm_system_load_average t21
  JOIN jvm_total_physical_memory_size t22
  JOIN jvm_total_swap_space_size t23
  JOIN metric_gets_per_second t24
  JOIN metric_reads_per_second t25
  JOIN metric_received_per_second t26
  JOIN metric_writes_per_second t27
  JOIN network_command_ignored_per_second t28
  JOIN network_command_malformed_per_second t29
  JOIN non_persistent_metric_received_per_second t30
  JOIN series_pool_active_count t31
  JOIN series_queue_size t32
  JOIN series_rejected_count t33
WHERE t1.entity = 'atsd'
  AND t1.datetime BETWEEN '2018-05-01T08:00:00Z' AND '2018-05-01T09:00:00Z'
WITH INTERPOLATE(1 MINUTE)

5. Portal Configuration

Attach this if the problem is related to charts and portals.

  1. Screenshot of the affected portal.

  2. Portal configuration text.