Troubleshooting Manual

 


How to file a great Support case

How to file a great Support case

This page is a work in progress.

When you're contacting Support, you can save time by starting out with everything we'll need!

Here are some ideas to get you started.

Send diagnosis files

Send us your diag! If you have a forwarder and a receiver that aren't working together correctly, send us diags of both! (If you have many forwarders, just send one representative forwarder diag.)

Read about making a diag in this manual.

Describe the issue

Where does the issue occur? On a forwarder? On an indexer?

What elements are present for the issue? What's the timeline leading to the error? What processes are running when the error appears?

What behavior do you observe, compared to what you expect? Be specific - for example, how late is "late"?

Try to classify the problem:

  • Is it a searching issue? These include Splunk Web, management, roles, apps, views and dashboards, search language.
  • Is it a back end issue? These problems could include crashing, OS issues, REST API, or SDK.
  • Is it a configuration issue? These include extractions, input configurations, forwarding, apps disabling, or authentication.
  • Is it a performance problem?

This documentation applies to the following versions of Splunk: 4.2.3 , 4.2.4 , 4.2.5 , 4.3 , 4.3.1 , 4.3.2 , 4.3.3 , 4.3.4 , 4.3.5 , 4.3.6 , 4.3.7 , 5.0 , 5.0.1 , 5.0.2 , 5.0.3 , 5.0.4 , 5.0.5 , 5.0.6 , 5.0.7 , 5.0.8 , 6.0 , 6.0.1 , 6.0.2 , 6.0.3 View the Article History for its revisions.


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