To help our Support team resolve your issue as quickly as possible, please include as much relevant information as you can when opening a ticket. The more details you provide, the faster we can identify the root cause and help you find a solution.
Please include the following information:
- Project location – Does the issue occur in a local Designer project or a remote Server project?
- Steps to reproduce – Describe what leads to the issue.
- Frequency – Does the issue happen once, regularly, or only occasionally?
- Recent changes – Were there any recent changes to your system or environment? (Any system updates, configuration changes, etc.).
- CloverDX version – Which version are you currently using?
- Previous versions – Did the issue also occur in earlier versions?
- Hardware configuration – Include the number of CPU cores and available memory on the affected machine or server (or your local machine in case of issues in local projects or issues with the Designer itself).
Reproducible example
If possible, attach a runnable example that demonstrates the issue, including any necessary files such as:
- Connection files
- Metadata files
- Custom JAR files
Please remove or obfuscate any sensitive information, such as passwords or credentials, before sharing files.
Upgrade-related issues
If the issue appeared during or after an upgrade, also include:
- The version you upgraded from
- How the upgrade was performed (simple replacing of the clover.war file, cloud deployment, did you use our standard Docker image, etc.)
- Database vendor and version
- JDBC driver version
Log files
Designer issues or local project issues
Please attach all relevant Designer log files.
Server issues or Server project issues
Please, attach a Support package. The Support package includes CloverDX Server logs, application server logs, and other useful diagnostic information.
For more information about generating a Support package, refer to the documentation.
The more information you provide, the faster we can assist you in finding a solution.
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