JFrog Platform Support Zone

JFrog Platform Administration Documentation

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JFrog provides SLA-based support for Pro X, Enterprise, and Enterprise+ licensing tiers. If you have purchased one of these tiers you may contact JFrog support through the JFrog Support Portal. In most cases, JFrog support will require some initial information about your system and relevant log files. In order to expedite the handling of your issue, Artifactory lets you generate all the initially required information in the Administration module Support Zone page. When opening a support ticket, you can attach the information bundle to expedite the handling of your issue.

Artifactory OSS and Pro users

If you are running Artifactory on an OSS license, and therefore do not have access to JFrog Support Portal, you may visit JFrog website support page to access the Artifactory Community Forum.

Availability

Support Zone is only available for Artifactory self-hosted installations.

How to Request for Support?

  1. From the Administration module, go to Support Zone, and create a new support bundle with the relevant information

  2. Open a support ticket with the information bundle attached in the JFrog Support Portal.

What should I include?

Unless you are sure about the information JFrog support will need in order to address your issue, we recommend providing all items in the support bundle you upload.

Artifactory HA

A support bundle for an Artifactory HA installation contains information for all nodes in the cluster.

Resource intensive operations

Note that creating a Thread dump and System logs may be resource-intensive operations and may create large information bundles.

Create a Support Bundle

  1. To create a new support bundle, in the Administration module, go to Support Zone, and click Create new support bundle.

    support_zone.png

    This displays the Create New Support Bundle window.

    create-new-support-bundle.png
  2. Specify the service for which you wish to create the support bundle.

  3. Once you have checked all the information items you wish to include in your information bundle (see below), click Create to create the bundle.

    Field

    Description

    Select service

    Select the service related to the reported issue.

    Configuration files

    If checked, provides configuration files that affect Artifactory's functionality.

    System info

    If checked, provides information about your system including storage, system properties, JVM information and plugin status. For details please refer to System Information.

    Logs

    If checked, system logs are included in the support bundle. You may specify the time span for which system logs should be included.

    Date span

    Date span considers files according to the modified timestamp of the file, not by its contents

    Thread Dump

    If checked, Artifactory will create a thread dump for all running threads. By default a single thread dump is created, however, to get a picture of how data may change over time, you can request several thread dumps separated by a specified time interval with the Number of Thread Dumps and Interval fields.

  4. Once the supported bundle has been created, you can Download the archived bundle and then log in to JFrog Support Portal where you can open a support ticket and attach the information bundle.

    downloading a support bundle.png

Support Bundles Repository

The support bundle repository stores all created bundles. Once a support bundle is created, it will be saved to the new default jfrog-support-bundle system repository for any future reference.

jfrog_support_bundle.png

Support Bundles REST API

Artifactory REST API provides the following endpoints you can use to work with information bundles:

API Endpoint

Description

Create Support BundleCreate Bundle

Create a new support information bundle

List Support BundlesList Bundles

Lists previously created bundle currently stored in the system

Get Support BundleGet Bundle

Downloads a previously created bundle currently stored in the system

Delete Support BundleDelete Bundle

Deletes a previously created bundle from the system.