Gathering Assets Server information for troubleshooting

When experiencing a technical issue with Assets Server, various types of information and log files are needed to correctly troubleshoot the issue. Collecting all this information can be done by using the Support Tools page of Assets Server.

The page can be used to quickly check if the Server configuration is as expected and to download various files and folders for troubleshooting, reference, or for forwarding to WoodWing Support.

Figure: The Support Tools page.

Accessing the tools

Access the Management Console and in the menu on the left, choose Tools > Support tools.

Using the tools

The sections below explain how to use each tool.

Download ZIP file

Use this tool to download various types of information from the cluster in an easy to use ZIP format.

Choose to download one or all of the following options:

• System configuration: Information as shown on the Support Tools page.
• Cluster metrics: Information as shown on the Server Status page.
• Logs from last # days: Log files from each node, placed in folders per node.
• Various configuration files from the Elvis Server/config folder (from one node):
• custom-assetinfo.xml
• storage-engine-config.conf
• crossDomainPolicy.xml
• Full contents of Plugins/active folder.
• Full contents of Taxonomies folder.
• Full contents of Messages folder.

Note: When sending the ZIP file by e-mail (for example to WoodWing Support), the following message (or a similar one) may appear: Cannot send message using the server <server name> Sending the message content to the server failed. The server response was: This message was blocked because its content presents a potential security issue. Select a different outgoing mail server from the list below or click Try Later to leave the message in your Outbox until it can be sent. This is caused by the inclusion of the Plugins folder. Even though the files in that folder are safe, their content may can be seen by e-mail applications as potential security risks. To resolve this, do one of the following: Use another method of transferring the ZIP file (such as DropBox or WeTransfer). Unzip the file, remove the Plugins folder, compress the file again and send it by e-mail.

Cluster configuration

This section contains information about the running cluster, including all changed configuration properties that are applied cluster-wide.

Note: Properties in the cluster-config files that match the default value are not shown.

Node configuration

This section contains information about the operating system running on the node and all changed configuration properties that are specific to this node.

Note: Properties in the node-config files that match the default value are not shown.

Elasticsearch

This section contains information about the use of Elasticsearch, including monitoring plug-ins as well as an overview of the current health status of Elasticsearch.

Note: More detailed information is available in the System configuration that can be downloaded from the Support tools section.