Working with the Couchbase Technical Support Team

Introduction

As with any software product, there is sometimes a need to get assistance in understanding or troubleshooting Couchbase products.

A subscription to our Enterprise License comes with a support contract which gives you direct access to the Couchbase Support team. You can find more information about those options here.

If you do not yet have an Enterprise License, you will want to direct your questions to either the forums or the Couchbase mailing list (Couchbase)

Couchbase Technical Support

Support email: support@couchbase.com
Support phone number: 650-417-7500, option #1

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:

• Priority and impact of the issue (P1 and production impacting versus a P2 question)
• What versions of the software are you running - Membase/Couchbase Server, moxi, and client drivers?
• Operating system version, architecture (32-bit or 64-bit) and deployment (physical hardware, Amazon EC2, RightScale, etc.)
• Number of nodes in the cluster, how much physical RAM in each node, and per-node RAM allocated to Couchbase Server
• What steps led to the failure or error?
• Information around whether this is something that has worked successfully in the past and if so what has changed in the environment since the last successful operation?
• Provide us with a current snapshot of logs taken from each node of the system and uploaded to our support system via the instructions below

If your issue is urgent, please make a phone call as well as send an e-mail. The phone call will ensure that an on-call engineer is notified.

Diagnostics/Logs

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

• The diagnostics report gives us a snapshot of the health of the cluster. Example usage:

http://couchbase-host.example.com:8091/diag

Please compress the resulting file and forward along to us.

• cbcollect_info is a command line utility that provides us with detailed statistics for a specific node. Example usage:

/opt/couchbase/bin/cbcollect_info NODE_NAME.zip

Run cbcollect_info on each node in the cluster, and upload all of the resulting files to us.

Sharing Files with Us

The Diagnostic report and Collect info can result in large files. Simply run the command below, substituting in your information and file name, to upload a file to our cloud storage on Amazon AWS:

curl -F key=<company name>/<file_name> -F file=@<file_name> https://s3.amazonaws.com/customers.couchbase.com

Note that the "@" before the file name is required. Once uploaded, send an e-mail to support@couchbase.com letting us know what files have been uploaded.