Before You Submit a Ticket
If you encounter issues while working with Zoomdata, you can submit a ticket to our support service to receive help. Before you open a ticket with the Support team, try some basic troubleshooting yourself as the issue may easily be resolved. This article explains how to gather more information about the issue, what modules and settings to check to understand the cause of the issue and, if possible, resolve the issue.
Identify the version of Zoomdata you use. With each general access (GA) version release, Zoomdata provides improvements and fixes to the identified issues. This information is listed in the Release notes . Zoomdata recommends you to upgrade to the latest GA version . This may resolve the issues that you have encountered. If you are using a beta version of Zoomdata, specify this info if you are submitting a ticket.
If you cannot access Zoomdata (using a web browser), then you can try checking the status of the Zoomdata Server (as well as PostgreSQL, Zoomdata's metadata store). They must be up and running. If they are not, Zoomdata will not start.
- To check PostgreSQL status:
- To check Zoomdata services status:
If the services are running, but you still cannot access Zoomdata or the issue persists, check the log files.
Checking Zoomdata Version
You can check the version number by logging into Zoomdata and selecting the icon on the menu bar. The resulting dialog box will list the username and current version number.
Depending on the version you use, try the following:
|If you use this version||do this|
|2.0.x to current release||check the maintenance release notes|
|1.5 or 2.0 General Access||upgrade to the latest version|
|1.5.5 or 1.6.0 Early Access||perform clean installation of the latest GA version|
Checking Zoomdata Logs
To define the cause of your issue, you may also check the following log files:
|zoomdata.log||Lists all the Zoomdata service activities||
|zoomdata-errors.log||Lists all the errors that occurred as well as their tracebacks||
|postgresql.log||Lists all the activities performed in PostgreSQL||
|catalina.out||Lists the Tomcat console output||
|zoomdata-activities.log||Lists communication (queries and responses) with data sources||
Getting more info
In case you need more info about the events in the log fie, you can enable a debug mode. Access the zoomdata.log file to check the events.
Enabling Debug Mode
You can enable the debug mode using the following cURL command:
Replace the placeholders in red with the proper credentials.
Disabling Debug Mode
Zoomdata recommends disabling the debug mode as it may be resource- and log-intensive.
Modify the cURL command:
Replace the placeholders ( admin , password , hostname , port ) with the proper credentials.