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Current by Ian McCloy
on Jul 21, 2014 08:54.

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*Support email:*
*Support phone number:* +1-650-417-7500, option #1
*Support portal:*

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

* [cbcollect_info|] [cbcollect_info|] 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|]
* 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}


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

curl --upload-file <FILE NAME><YOUR COMPANY NAME>/

Note: we ship curl with couchbase, on linux this is located in /opt/couchbase/bin/

h3. Firewalled Couchbase Nodes
If your Couchbase nodes do not have internet access, the best way to provide the logs to us is to copy the files then run Curl from a machine with internet access. We ship a Windows curl binary as part of Couchbase, so if you have Couchbase Server installed on a laptop or other system which has an Internet connection you can upload from there. Alternatively you can download standalone Curl for Windows:

Once uploaded, please send an e-mail to letting us know what files have been uploaded.