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How to Report an Issue to Terracotta

Note: the following process is for paying customers of Terracotta. If you are using the open source versions of the projects, please visit the Terracotta forums and post your questions there.

As a Terracotta and Software AG customer, you have access to the Empower portal — the focal point for all your support needs.

Empower's comprehensive eService portal offers you the ability to manage your support interactions online. If needed, you can access Global Support via the existing 1-888-30-TERRA toll-free number. In addition, you will be able to reach us via our global phone network. Our directory contains local and toll-free numbers around the world.

You can find more information about Global Support on our Support Services pages.

Our FAQ will help you get started, with information about requesting credentials, and answers to other how-to questions.

When you report an issue, be sure to provide the information shown in the Artifacts List.

Artifacts List

  • Problem Summary
  • Problem Description
  • List of Terracotta Clients
    • Include hardware and software platform specs.
  • Terracotta Client Logs
  • Std-out Logs of client JVM
  • JStat Monitoring on Terracotta Clients Output Logs
    • This output is needed to characterize GC on Terracotta clients.
  • List of Terracotta Server Instances
    • Include hardware and software platform specs.
  • JStat Monitoring on Terracotta Server Logs
    • This output is needed to characterize GC on Terracotta server instances.
  • Terracotta Server Instances Logs
  • Output of ls -al 'terracotta objectdb directory'
  • Screen shot of Terracotta Administrator Console Tabs
  • Classes, DGC, Roots, and Runtime statistics.
  • CSV file generated by monitoring tool
  • Thread Dumps on Terracotta Server Instances and the Offending Terracotta Client
    • One set every 15 seconds, at least 4 times.
  • (Optional) Thread Dumps on Other Terracotta Clients - 1 set every 15s, at least 4 times
    • One set every 15 seconds, at least 4 times.
  • (Optional) Output of Lock Profiling Session
  • (Optional) Objectdb Data File