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Table of Contents

How can I collect support data?

If you have detected a bug or need to contact Kiuwan support, you can collect valuable information that will help us diagnose your problem by executing:

Code Block
languagebash
cd [INSTALLER_DIR]/support
sudo ./collect-support-info.sh

This will gather all relevant diagnose data and store it under [INSTALLER_DIR]/support/[yyyyMMddhhmmss], where the folder name corresponds to the current timestamp.

Note that the needed time to collect all data depends on the size of your data and could take some minutes.

As the included files may contain sensible information, you can check if anything that should not leave your organization must be removed from the files before sending them to Kiuwan support.

Once the support files have been collected, compress the folder into a single zip file (please replace the [yyyyMMddhhmmss] with the name of the folder created by the script:

Code Block
languagebash
zip -r support-info.zip [yyyyMMddhhmmss]

Where are logs stored?

The following table shows where logs are stored for each Kiuwan On-Premises services:

ServiceLocationFolderFile name patternDescription
apacheloadbalancer[VOLUMES_DIR]/data-local/ApacheLoadBalancerlogs*.logApache logs
wildflykiuwan-f[n][VOLUMES_DIR]/data-local/generatedConfig

front/kwf[n]/logs/server

server.log[.yyyy-MM-dd]Wildfly fronts servers logs
wildflykiuwan-a[n]analyzers/kwa[n]/logs/serverWildfly analyzers servers logs
wildflykiuwan-s[n]schedulers/kws[n]/logs/serverWildfly schedulers servers logs
wildflykiuwan-f[n][VOLUMES_DIR]/data-local/generatedConfigfront/kwf[n]/logs/kiuwan/logs*.log.[n]Kiuwan fronts webapp logs
wildflykiuwan-a[n]analyzers/kwa[n]/logs/kiuwan/logsKiuwan analyzers webapp logs
wildflykiuwan-s[n]schedulers/kws[n]/logs/kiuwan/logsKiuwan schedulers webapp logs
wildflykiuwan-a[n][VOLUMES_DIR]/data-local/generatedConfiganalyzers/kwa[n]/logs/kiuwan/logs/analysisLogs/kiuwanadmin-2/analysis*.logKiuwan analysis server logs
updaterkiuwan[VOLUMES_DIR]/data-local/updaterlogs/install[yyyyMMdd_hhmmss]/*.logKiuwan installation log
 logs/upgrade/dataKiuwan data upgrade log
 logs/upgrade/databaseKiuwan database upgrade log
 logs/upgrade/qmmKiuwan models manager upgrade log
 logs/updaterManagerupdaterManagerTool.logKiuwan upgrade tools log
mysqlkiuwan[VOLUMES_DIR]/data-local/MySqllogserror.logMySQL error log

How can I free space on my server?

Before purging any file, make sure that no analysis are running and Kiuwan services are stopped by issuing this command:

Code Block
languagebash
cd [INSTALLER_DIR]
sudo ./stop-all.sh

The following files can be purged without affecting the normal operation of Kiuwan On-Premises:

  • Unneeded stored logs (refer to Where are logs stored? for a complete list of log files).
  • Local repository data found in [VOLUMES_DIR]/data-local/generatedConfig:
    • front/kwf[n]/repos/kiuwanLocalRepository/kiuwanadmin-2
    • analyzers/kwa[n]/repos/kiuwanLocalRepository/kiuwanadmin-2
    • schedulers/kws[n]/repos/kiuwanLocalRepository/kiuwanadmin-2
  • Central repository data of already processed analyses found in [VOLUMES_DIR]/data-shared/repos/kiuwanCentralRepository:
    • kiuwanadmin-2/reports
Warning
Note that when removing the data shown above, historical data relevant for diagnisis and support will not be available. Please consider backuping your data before removing files.

Once the data has been purged, restart Kiuwan services:

Code Block
languagebash
cd [INSTALLER_DIR]
sudo ./start-all.sh

My Kiuwan On-Premises

host

local IP address has changed and

my

Redis

Cluster

is not responding anymore

If you have used the default configuration to install your Kiuwan On-Premises (that is, running all the default containers in a single host), it is recommended to keep a fixed IP in the host machine.

Kiuwan On-Premises default installation uses a Redis Cluster made up of six nodes, all running in the same host. Each one of these nodes needs to know the IP where all the other nodes reside (not the internal docker network IP, but the host local network IP). In case of an IP change, it is needed to update the Redis Cluster nodes IP. This is automatically done by the supplied containers, but if enough time passes since the IP change, Kiuwan will refuse to connect to the Redis Cluster after exhausting the defined maximum retries.

In the previous situation you will see in any wildflykiuwan-f* container logs these traces:

Code Block
ERROR [io.undertow.request] (default task-14) UT005023: Exception handling request to /saas/zkau: redis.clients.jedis.exceptions.JedisClusterMaxAttemptsException: No more cluster attempts left.

Problem fix for Kiuwan On-Premises version >= 2.8.2004.5

To recover the system, simply restart all containers by running these commands:

Code Block
languagebash
cd [INSTALLER_DIR]
sudo ./stop-all.sh
sudo ./start-all.sh

Problem fix for Kiuwan On-Premises version < 2.8.2004.5

If your Kiuwan On-Premises version is older than 2.8.2004.5, you should restart Redis Cluster manually before upgrading to the latest version:

Code Block
languagebash
cd [INSTALLER_DIR]
sudo ./stop-all.sh
cd [INSTALLER_DIR]/docker
sudo ./start-infrastructure.sh

Once the infrastructure containers are up, you can proceed with the upgrade (see Kiuwan On-Premises Distributed Upgrade Guide). Once the upgrade is finished the problem will be gone.