Have a question? Want to report an issue? Contact JFrog support

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Overview

JFrog provides SLA based support for Pro and Enterprise licensing tiers. If you have purchased one of these tiers you may contact JFrog support through the JFrog Support Portal. In most cases, JFrog support will require some initial information about your system and relevant log files. In order to expedite handling of your issue, Artifactory lets you generate all the initially required information in the Admin module Support Zone screen. When opening a support ticket, you can attach the information bundle to expedite handling of your issue.

Artifactory OSS and Pro users

If you are running Artifactory on an OSS license, and therefore do not have access to JFrog Support Portal, you may visit JFrog website support page to access the Artifactory Community Forum.

Availability

Support Zone is only available for Artifactory on-prem installations.

Page Contents


Requesting Support

To request support, create an information bundle with the relevant information, and then login to JFrog Support Portal where you can open a support ticket and attach the information bundle.

What should I include?

Unless you are sure about the information JFrog support will need in order to address your issue, we recommend providing all items in the information bundle you upload.


Collecting an Information Bundle

The support zone provides a variety of options to select what information is included in the bundle you provide JFrog support.

Support Zone

System info
If checked, provides information about your system including storage, system properties, JVM information and plugin status. For details please refer to System Information.
Security descriptor
If checked, provides information about how you have security configured in Artifactory. For details please refer to Security Configuration Descriptor.
Config descriptor
If checked, provider your Artifactory config descriptor which includes detailed information on how Artifactory and its repositories are configured. For details please refer to Global Configuration Descriptor.
Configuration files
If checked, provides configuration files that affect Artifactory's functionality.
Storage summary
If checked, provides information about your system's storage including binaries, file store, and repositories. For details, please refer to Monitoring Storage.
Scrub passwords and private information
If checked, passwords and private information such as email addresses are removed from all items in the information bundle.
Thread dump
If checked, Artifactory will create a thread dump for all running threads. By default a single thread dump is created, however, to get a picture of how data may change over time, you can request several thread dumps separated by a specified time interval with the Number of Thread Dumps and Interval fields.
System logs

If checked, system logs are included in the information bundle. You may specify the time span for which system logs should be included.

Date range

Date range considers files according to the time stamp present in the file name, not by its contents.

Once you have checked all the information items you wish to include in your information bundle, click "Create" to create the bundle.

Artifactory HA

When creating an information bundle for an Artifactory HA installation, the bundle is created by the specific HA node that happens to handle the "Create" request.

Resource intensive operations

Note that creating a Thread dump and System logs may be resource intensive operations and may create large information bundles.


Previously Created Bundles

Every information bundle you create is stored in Artifactory and is available for download under Previously Created Bundles.


REST API

Artifactory REST API provides the following endpoints you can use to work with information bundles:

Create Bundle
Create a new support information bundle
List Bundles
Lists previously created bundle currently stored in the system
Get Bundle
Downloads a previously created bundle currently stored in the system
Delete Bundle
Deletes a previously created bundle from the system.

 

 

 

 

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