What to do when we ask you to provide additional details (logs, database, HAR file)?

Sometimes we need additional details from you to investigate your issue more efficiently. In this case we will kindly ask you to send us Upsource log files, Upsource database, or record a browser session into a HAR file.

All these artifacts should be uploaded to our secure FTP server: ftp://ftp.intellij.net/.uploads under Anonymous user. Anyone can upload a file to this server. When done, please share the name of the archive with us.

1. How to get Upsource log files?

By default, log files are stored in the /logs directory of the folder where ZIP archive was extracted, so called Upsource home directory. If defaults were changed (Advanced settings area in Configuration wizard) during installation process, the log files can be found in the directory you've set.

2. Where to find the Upsource database?

By default, the database is stored in the /data directory of the folder where ZIP archive was extracted. If defaults were changed (Advanced settings area in Configuration wizard) during installation process, the database can be found in the directory you've set.

3. How to record a browser session?

Google Chrome:

1. Open Google Chrome and go to the page where the issue is occurring.
2. From the Chrome menu bar select View > Developer > Developer Tools.
3. Select the Network tab in the tool window that just appeared.
4. Press the Clear button to clear out any existing logs from the Network tab.
5. Check the Preserve log box.
6. Look for a round Record button. Press it once to start recording – the button will turn red.
7. Now try to reproduce the issue that you were experiencing before, while the network requests are being recorded.
8. Once you have reproduced the issue, right click anywhere on the grid of network requests, select Save as HAR with Content, and save the file on your computer.

Firefox:

The HAR export functionality is built-in since Firefox 41, you do not need to install Firebug and the NetExport extension.

1. Refer to Menu > Developer > Network
2. Reload the page
3. Right-click anywhere in the table and select the entry called Save all as HAR, select the destination file

4. How to get a thread dump 

To get a thread dump for one of Upsource services, execute the following command:

<Upsource_home_directory>\apps\<service_name>\bin\<service_name>.bat|sh dump threads to-file

e.g for Cassandra on Linux: 

<Upsource_home_directory>\apps\cassandra\bin\cassandra.sh dump threads to-file

The command stores the thread dump in the logs directory (the actual location is printed to the console).

5. How to get a heap dump

To get a heap dump for one of Upsource services, execute the following command:

<Upsource_home_directory>\apps\<service_name>\bin\<service_name>.bat|sh dump heap

e.g for Cassandra on Linux: 

<Upsource_home_directory>\apps\cassandra\bin\cassandra.sh dump heap

The command stores the resulting heap dump in the logs directory (the actual location is printed to the console).

6. How to enable debug logs for Cassandra?

To enable debug logs for Cassandra put this file into:<upsource_home>/conf/cassandra  directory and restart Upsource instance as specified here.