Problem Determination

Summary

If you run into a problems, there are some self service steps to help you:

  1. Look at the error message. We strive to provide reasonable error messages to help you figure out the problem yourself.
  2. Look at the tables below for your symptom and further actions you can take.
  3. Google your error message. All documents, questions, and most existing issues are public and searchable by Google. This is the quickest way to find information. You can restrict google to this site by prefixing your search using site:bobswift.atlassian.net
  4. Use Confluence site or space search.
  5. Still need assistance?
    • For simple usage problems - ask a question on this site (sign in required - see Help). Provide you specific usage example and what you have tried.
    • For problem reports or complex usage questions - open a support issue in the product specific issue tracker. Provide server version and add-on version information. Include details, action and log information to enable us to resolve the problem as quickly as possible. If you include any confidential information, make sure you set the security level to Reporters and Developers. Leaving the issue public is most desirable as this will help you and others by involving the community.
  6. Some problems require collection of more detailed logging information. If asked, please follow the following steps to collect more information.
    • Client problem determination: Usually adding --verbose to the action will provide sufficient information. In some cases --debug may be necessary.
    • Server problem determination: Normal logging is usually sufficient
    • CLI Connector problem determination: 
      1. Go to Administration -> Logging and Profiling (or similar)
      2. Find area that allows you to add another package to be logged
      3. Use the package name correspond to the specific product. One of: com.appfire.jira.restcom.appfire.confluence.restcom.appfire.bamboo.restcom.appfire.stash.restcom.appfire.crucible.restcom.appfire.fisheye.rest
      4. Set logging level to DEBUG
      5. Rerun the scenario that is failing and provide the resulting log information from your server application log in the issue.
    • Run CLI Actions problem determination: 
      1. Go to Administration -> Logging and Profiling (or similar)
      2. Find area that allows you to add another package to be logged
      3. Use the package name correspond to the specific product. One of: org.swift.jira.acli, org.swift.confluence.acli, org.swift.bamboo.acli, org.swift.stash.acli
      4. Set logging level to DEBUG
      5. Rerun the scenario that is failing and provide the resulting log information from your server application log in the issue.

Problems and Resolutions