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Troubleshooting

The Troubleshooting page provides useful information and advanced features which can help you solve problems with your ConSol CM system. The page consists of two panels:

  • Actions: The Actions panel allows to create thread dumps and support requests.
  • Further information: The Further information panel includes links to the ConSol CM documentation.

Available actions​

Thread dumps​

Thread dumps are snapshots of the status of all thread of the ConSol CM process. They can be helpful to analyze errors and performance problems.

  1. Click the Create button in the Thread dumps section.
  2. Select the number of thread dumps which should be created and the time interval (in seconds) and click Create thread dumps.
  3. Once the thread dumps are ready, they can be downloaded as a zip file.

Once you have finished your analysis, you should delete the thread dumps by clicking the Delete all button to free space on the ConSol CM server.

Support requests​

If you experience problems with your ConSol CM system, you can create a support request. Please perform the following actions to use this section:

  1. Get your credentials for the ConSol CM portal (https://support.consol.de). For security reasons, they need to be provided on every action.
  2. Enter the support token in the system property supportWebhooksHeaderToken of the module cmas-was-web.

Two actions are available:

  • Create support ticket: Explain the problem, attach the relevant files and review your contact information to create a new ticket.
  • Load support tickets: Retrieve a list of your open support tickets and click the Add comment / attachment icon to add a comment or attach files to one of your existing tickets.

The following data is available:

  • Reply to: Mandatory. Enter the email address which the support team should use to contact you.
  • Phone number for later contact: Optional. Enter the phone number where the support team should use to contact you.
  • Occurred on: Mandatory. Enter the exact time when the problem occurred.
  • Subject: Optional. Only for new requests. Enter the topic of your problem.
  • Description: Mandatory. Describe your problem as detailed as possible.
  • Log files: Optional. Select the log files which should be attached. The server.log is preselected because it is usually needed.
  • Attach health check report: Optional. Attach the health check which contains general information about the status of your system. This is the data displayed also on the dashboard, see Dashboard.
  • Attach scene export: Optional. If the problem is related to your configuration, you can directly attach your scene.
  • Attach thread dump: Optional. If the support team needs them, you can directly attach thread dumps.
  • Add screenshots: Optional. Upload screenshots which illustrate the problem.

Click the Create support ticket or Update support ticket button in the dialog to transfer the data to ConSol CM support team.

If you want to see detailed information about your support tickets, you can log in to the ConSol CM portal (https://support.consol.de), where you can see the history of the communication.