Did you come across any issue in CloverDX? In order to have it resolved as quickly as possible, consider attaching the following general information when contacting us. You can use our Customer Portal or send an email to support@cloverdx.com. Try to provide all information applicable to your situation.

Define your environment

For CloverDX Designer

• Version of CloverDX Designer
• Does the issue appear in a local Designer project?
• Does the issue appear in a remote Server project?
• Java used with CloverDX (vendor, version)
• OS (vendor, version)

For CloverDX Server

• Version of CloverDX Server
• Does the issue appear in a local Designer project?
• Does the issue appear in a remote Server project?
• Java used with CloverDX (vendor, version)
• OS (vendor, version)
• Application server used with CloverDX Server (vendor, version)
• Memory settings of CloverDX Server (Xms, Xmx, PermGen or MetaSpace)

Describe your issue

• Attach a runnable example graph throwing the error plus all files necessary to run it (externalized connection files, metadata files, custom jar files etc.) Delete all sensitive information like passwords from it.
• Did the issue appear just once or does it appear regularly?
• Which steps led to the appearance of the issue?
• Did the issue appear in previous versions of CloverDX as well?
• Run log of the unsuccessful job
• Provide a Support Package
• If the CloverDX Server is not running (Support Package cannot be downloaded), provide at least the following log file: all.log of CloverDX Server covering at least the moment of the error appearance. The log is available in <java.io.tmpdir>/cloverlogs/all.log. For example in a default Tomcat installation, the log is placed in <tomcat>/temp/cloverlogs/all.log.
• Source files

The CloverDX support team will reach out to you if any other details are required.

Do you want to know more about the logs and files we need to troubleshoot issues and where to find them? We have a blog post covering this topic, see Troubleshooting CloverETL: Where to Locate Logs in Server and Designer.