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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.

* Before collecting logs, we recommend temporarily turning off [auto-failover|http://docs.couchbase.com/couchbase-manual-2.2/#couchbase-admin-web-console-settings-autofailover]

h3. Couchbase Server 3.x

* Introduced in Couchbase Server 3.0, the [Web console|http://docs.couchbase.com/admin/admin/UI/ui-logs.html] provides a method to collect and upload logs to Couchbase Support.
Please leave the "Upload to host:" option as the default *s3.amazonaws.com/cb-customers*  
* !http://docs.couchbase.com/admin/admin/images/ui-log-collect-info.png|border=1,width=75%,height=75%!
Alternatively the CLI command [cbcollect_info|http://docs.couchbase.com/admin/admin/CLI/cbcollect_info_tool.html] is also available  


h3. Couchbase Server 2.x cbcollect_info

* [cbcollect_info|http://docs.couchbase.com/couchbase-manual-2.2/#cbcollect-info-tool] [cbcollect_info|http://docs.couchbase.com/couchbase-manual-2.5/cb-cli/#cbcollect-info-tool] is a command line utility that provides us with detailed statistics for a specific node.
* 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.

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

h3. cbhealthchecker
h2. Sharing Files with Us

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.
The 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 *include* the last slash ("/") character after the company name.

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 ~]#
curl --upload-file <FILE NAME> https://s3.amazonaws.com/customers.couchbase.com/<YOUR COMPANY NAME>/
{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.
Note: we ship curl with couchbase, on linux this is located in /opt/couchbase/bin/

h2. Sharing Files with Us
h3. Firewalled Couchbase Nodes

The 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 *include* the last slash ("/") character after the company name.
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:

{code}
curl --upload-file <FILE NAME> http://s3.amazonaws.com/customers.couchbase.com/<YOUR COMPANY NAME>/
{code}
[http://curl.haxx.se/download.html]

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