Contacting Arsenale Support
For all product questions, use our online support form or reach out to us from one of the in-product feedback links.
Providing an App Info File
When working with Arsenale Support, we may ask you to provide us with a Dataplane App Info file so we can review the application status and details of your Jira environment.
To download an App Info file, go to Dataplane Reports » Administration » Support and click on the Download App Info File button.
The Dataplane App Info file includes information on your Dataplane license, a count of saved and scheduled reports, Dataplane index status, a list of Jira custom fields and Java threads, and much of the same Jira and Java system information displayed on Jira's Administration » System » System info page.
For privacy and security, the App Info file does not contain any passwords, Jira project or issue data, or Dataplane report names, configurations or results data. The file is formatted as plain text, so you may easily review its contents before sharing it with Arsenale Support.
The following is an example of Dataplane App Info file contents:
Providing Dataplane Log Files
While debugging a Dataplane issue with you, Arsenale Support may ask you to provide us with log output from Dataplane.
Please provide us with a .zip archive of all files whose names begin with "dataplane" in your "JIRA HOME/log" directory—including all rotated-out versions, such as "dataplane.log.1", "dataplane.log.2"..."dataplane.log.10". This includes the following log files:
All Dataplane log statements are written to these Dataplane-specific log files. Dataplane does not log to Jira's default "atlassian-jira.log" log file.
If running multiple Jira Data Center nodes, please provide us with Dataplane log files for EACH Jira node.
Providing Jira Log Files
While debugging a Dataplane issue with you, Arsenale Support may also ask you to provide us with log output from the Jira application.
Please provide us with ONE of the following:
- an Atlassian Support .zip file, which contains numerous Jira log and configuration files, including all "atlassian-jira.log" files, or
- a .zip archive of all "atlassian-jira.log" files from your "JIRA HOME/log" directory—including all rotated-out versions, such as "atlassian-jira.log.1", "atlassian-jira.log.2"..."atlassian-jira.log.10"
If running multiple Jira Data Center nodes, please provide us with an Atlassian Support .zip file, or "atlassian-jira.log" files, for EACH Jira node.