Contacting support
If you encounter an issue that requires assistance from Spotfire Support, consider including the following information (where applicable to your specific issue) when reporting the issue, to help ensure a quick resolution.
- Describe the issue in detail, including any error messages.
- List all products/components and exact versions involved in the issue.
- When was the issue first observed? Has it ever worked in the past? How often does it occur?
- Were any changes made in the environment (on the Spotfire side or externally, such as changes to the operating system/web browser/database/anti-virus software, and so on) around the time that the issue started?
- Are the steps needed to reproduce/trigger the issue known? If so, describe them and, if possible, provide any objects (such as analysis files) that are needed to reproduce it.
- Is the extent of the issue known? For example, does it only affect one/some objects (such as specific servers/analysis files/users), while others work? If so, list any objects that are affected, and also state if there are any known differences between those that work and those that do not.
- Provide logs from the time
of the issue. (It is always strongly recommended to submit all available logs).
A convenient way to gather the server-side logs is by generating a
troubleshooting bundle. For more information, see
Troubleshooting
bundle.
Note: If you have a way to reproduce the issue, it is recommended to set the logging level to DEBUG (for more information, see Changing server and node logging levels), reproduce the issue, and then provide the captured logs. Remember to reset the logging level after you are done.
After you have gathered the information, submit your issue to Spotfire Support using the Customer Support Portal at https://spotfi.re/support.