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*Support email:* support@couchbase.com
*Support phone number:* +1-650-417-7500, option #1
*Support portal:* http://support.couchbase.com

To speed up the resolution of your issue, we will need some information to troubleshoot what is going on. The more information you can provide in the questions below the faster we will be able to identify your issue and propose a fix:
h2. Diagnostics/Logs

h3. cbcollect_info

Diagnostics/logs will give us further detail around the issue itself and the health of your environment.

* [cbcollect_info|http://www.couchbase.com/docs/couchbase-manual-1.8/couchbase-admin-cmdline-cbcollect_info.html] [cbcollect_info|http://docs.couchbase.com/couchbase-manual-2.2/#cbcollect-info-tool] is a command line utility that provides us with detailed statistics for a specific node. Example usage:
* Before running cbcollect_info, we recommend turning off [auto-failover|http://docs.couchbase.com/couchbase-manual-2.2/#couchbase-admin-web-console-settings-autofailover]
* Run {{cbcollect_info}} on each node individually, not on all simultaneously.

* Linux
{code}/opt/couchbase/bin/cbcollect_info <node_name>.zip{code}
Example usage:

* Linux (run as root or use sudo as below)
{code}sudo /opt/couchbase/bin/cbcollect_info <node_name>.zip{code}

* Windows (run as an administrator)
{code}C:\Program Files\Couchbase\Server\bin\cbcollect_info <node_name>.zip{code}

Run {{cbcollect_info}} on *all nodes in the cluster*, and upload all of the resulting files to us.

h3. cbhealthchecker

In Couchbase Server 2.1, we introduced a tool called [cbhealthchecker|http://www.couchbase.com/docs/couchbase-manual-2.1.0/couchbase-admin-cmdline-cbhealthchecker.html] that is designed to be run on a currently-live cluster. It gathers statistics and other information and provides alerts on proper sizing or other problems.

Along with the above collection of cbcollect_info, please run this tool against the cluster as well and provide us with the output. Note that you do not need to run it for each node or bucket, just once against the whole cluster.

And example running it is:
{code}
[root@localhost ~]# /opt/couchbase/bin/cbhealthchecker -c localhost -u Administrator -p password
bucket: default
node: 1.1.1.2 11210
node: 1.1.1.1 11210
................................

The run finished successfully.
Please find html output at '/root/reports/2013-05-30_19-53-23.html' and text output at '/root/reports/2013-05-30_19-53-23.txt'.
[root@localhost ~]#
{code}

And then we would ask that you zip and upload everything under the created "reports" directory. In a future version, the script will provide an output file automatically.

h2. Sharing Files with Us

The Collect Info cb_collect_info tool can result in large files. Simply run the command below, replacing {{<FILE NAME>}} and {{<COMPANY NAME>}}, to upload a file to our cloud storage on Amazon AWS. Make sure you leave *include* the last slash ("/") character after the company name.

{code}