Create a support archive

If you are experiencing problems with Axway Decision Insight, you might want to send a support archive (ZIP file) to the Axway support team. 

The Axway Global Support team provides worldwide 24 x 7 support for customers with active support agreements. 

Email support@axway.com or visit Axway Support at https://support.axway.com.

Support archives can be created and downloaded from the Web user interface.

For clustered deployments

If you work with a complex clustered deployment, make sure to create a support archive for each of the primary and active nodes in your deployment. This means you have to log in to each primary or active node in your deployment and create the corresponding support archive for these nodes. For an example of a complex clustered deployment architecture, see Deployment architectures.

Create a support archive

To create a support archive, click the Security & Monitoring  icon and select the Support tools menu in the Support section.

Support tools are only available to authenticated users with the Super administrator role or the Bypass security permission.

When you create a new support archive, you can select what you want to include:

Option Content
Configuration files All files present in <node directory>/conf directory

Log files

All files present in <node directory>/var/log directory

Application

An export of the application (an appx file)
Monitoring files

All files present in <node directory>/var/work/platform/monitoring directory

A Json file containing the dump of all metrics exposed via JMX

Attribute computing statistics

2 CSV files containing statistics about attribute computing (time to compute results, time to store results, ...)

3 DOT files containing reports about computing calculation states

Thread dumps 15 thread dumps, taken at 1-second intervals.
Database files

A checkpoint is created and all files referenced by this checkpoint are embedded into the archive.

(warning) Only select this option if your database is not very large.

The following files are always included into support archives:

  • about.json - Information about the installed version (same information than what is displayed in /about.html Web page)
  • summary.json - Information about the installed application (application properties, number and list of dashboards, number of users)
  • file-list - folder with
    • var.csv - sizes of the files that are directly below the var folder (without subfolders)
    • data.csv - sizes of the files that are below the data folder (with subfolders)
    • work.csv - sizes of the files that are below the work folder (with subfolders)
    • log.csv - sizes of the files that are below the log folder (with subfolders)

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