Getting Support

Contacting Arsenale Support

For all product questions, use our online support form or reach out to us from one of the in-product feedback links.

Providing an App Info File

When working with Arsenale Support, we may ask you to provide us with a Dataplane App Info file so we can review the application status and details of your Jira environment.

To download an App Info file, go to Dataplane Reports » Administration » Support and click on the Download App Info File button.

The Dataplane App Info file includes information on your Dataplane license, a count of saved and scheduled reports, Dataplane index status, a list of Jira custom fields and Java threads, and much of the same Jira and Java system information displayed on Jira's Administration » System » System info page.

For privacy and security, the App Info file does not contain any passwords, Jira project or issue data, or Dataplane report names, configurations or results data. The file is formatted as plain text, so you may easily review its contents before sharing it with Arsenale Support.

The following is an example of Dataplane App Info file contents:

---------------------------------------------------------
*** DATAPLANE APP INFO - Thu Aug 05 13:50:48 MDT 2021
---------------------------------------------------------
Version: 2.7-jira7
Build: 453b7cf
Build Date: Tue Aug 03 14:31:57 MDT 2021
License Org: Arsenale Systems, Inc.
License SEN: SEN-123456
License Type: COMMERCIAL
License Creation: 2019-06-24
License Expiration: 2022-06-23
---------------------------------------------------------
Saved Reports: 225
Report Permissions: 113
Report Collections: 4
Report Collection Links: 59
<...>
---------------------------------------------------------
Jira Version: 7.13.0
Jira Build: 713000
Application Server: Apache Tomcat
Database Type: PostgreSQL v9.5
---------------------------------------------------------
Jira Archived Issues: 0
Jira Archived Projects: 0
Jira Comments: 35070
Jira Components: 81
Jira Custom Fields: 128
Jira Groups: 18
Jira Issue Types: 34
Jira Issues: 17543
Jira Priorities: 5
Jira Projects: 12
<...>
---------------------------------------------------------
System Date: Thursday, 05 Aug 2021
System Time: 13:50:49 -0600
Current Working Directory: /var/atlassian/jira/atlassian-jira-software-7.13.0-standalone-dc1/bin
Java Version: 1.8.0_252
Java Vendor: AdoptOpenJDK
JVM Version: 1.8
JVM Vendor: Oracle Corporation
JVM Implementation Version: 25.252-b09
Java Runtime: OpenJDK Runtime Environment
Java VM: OpenJDK 64-Bit Server VM
<...>

Providing Dataplane Log Files

While debugging a Dataplane issue with you, Arsenale Support may ask you to provide us with log output from Dataplane.

Please provide us with a .zip archive of all files whose names begin with "dataplane" in your "JIRA HOME/log" directory—including all rotated-out versions, such as "dataplane.log.1", "dataplane.log.2"..."dataplane.log.10". This includes the following log files:

dataplane.log
dataplane-errors.log
dataplane-profile.log
dataplane-events.log.csv

All Dataplane log statements are written to these Dataplane-specific log files. Dataplane does not log to Jira's default "atlassian-jira.log" log file.

If running multiple Jira Data Center nodes, please provide us with Dataplane log files for EACH Jira node.

Providing Jira Log Files

While debugging a Dataplane issue with you, Arsenale Support may also ask you to provide us with log output from the Jira application.

Please provide us with ONE of the following:

an Atlassian Support .zip file, which contains numerous Jira log and configuration files, including all "atlassian-jira.log" files, or
a .zip archive of all "atlassian-jira.log" files from your "JIRA HOME/log" directory—including all rotated-out versions, such as "atlassian-jira.log.1", "atlassian-jira.log.2"..."atlassian-jira.log.10"

If running multiple Jira Data Center nodes, please provide us with an Atlassian Support .zip file, or "atlassian-jira.log" files, for EACH Jira node.

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