Upload a support request to support
When you contact Support (https://help.marklogic.com/) you may be asked to create a Support Request (Support Dump) for your MarkLogic installation to help diagnose and solve the issue. The Support Request can be configured to send information about the host, or the whole cluster. You can select the level of detail to provide and which version (current or all) of the status and/or system logs to send. The Support Request is a snapshot of a point in time in your MarkLogic environment, and includes status information, log files, configuration files, and other information. Depending on what options you select, the Support Request will collect the latest, or all versions of the selected options (status, logs, config files). See Telemetry on the Support page for option details. These files are read from disk and can be reviewed by opening the data directory located at /var/opt/MarkLogic or C:\Program Files\MarkLogic\Data.
Telemetry data files, in addition to the Support Request data mentioned in the previous paragraph, will help MarkLogic Support determine root causes for issues. Telemetry, if enabled, sends a packet of current information on a scheduled basis about a MarkLogic cluster (node) to the secured cloud storage. MarkLogic Support can then retrieve historic information about the MarkLogic environment from the day telemetry was enabled. This helps Support to identify at what point in time the reported issue started and determine the possible root cause. The Support Request snapshot and telemetry stream are independent of one another. However, since telemetry data captures information about your system as snapshots of “current” data on a regular basis, enabling telemetry early before issues arise, is the key to leveraging this feature.
When providing information for a Support request, only provide required information to MarkLogic Support and which is cleared of confidential or other sensitive information. MarkLogic does not require Protected Health Information (PHI), Payment Card Industry (PCI) information, or Personally Identifiable Information (PII) to provide Support Services. Therefore, do not forward any of such types of information to MarkLogic in connection with a Support request. At all times, information provided to MarkLogic in the course of Support will be handled in accordance with the Privacy Policy available here: http://www.marklogic.com/privacy-policy/. Similarly, any information collected via telemetric functionality enabled by users of MarkLogic Server will be handled in accordance with the above-referenced Privacy Policy.
To create and upload a Support Request, navigate to the Support tab. When selecting the Support information, click the “upload to MarkLogic Secure Storage” radio button. The contents will be uploaded to a secure server where MarkLogic Support can access the information.
You will also be asked to send an email to Support with your cluster ID and the approximate time and date of the Support Request. This information is available to you as part of the Support Request confirmation screen. Support will also need to know the time the incident first occurred or first was noticed. See Telemetry on the Support page for an example of the Support Request Saved confirmation screen, which includes the cluster ID, along with time and date information. You can also find the cluster ID through the Admin Interface by clicking on Clusters on the left tree menu. The cluster ID is listed on the Cluster Summary View page.