On-Prem "Replication" And Logs For Support

With your on-prem instance, you will run into an error, or issue, from time to time.  The best thing you can do is reach out to our support team: Open A Support Ticket so that we may assist in the issue you are seeing.

When doing this, there are some tips to keep in mind.

Replication

Are you able to replicate the issue?  This could be every time, or even intermittently.

Replication is a big factor is providing the correct information so that we can best assist you.

If you are unable to replicate the issue, please grab the logs as soon as possible so that we may be able to see what was thrown when the issue occurred. How To Get IriusRisk Logs

If you are able to replicate, the best option would be to tail your Tomcat logs while replicating the issue:

docker logs -f iriusrisk-tomcat

This will be something that you can attach to your ticket with our support team and give us an advantage in troubleshooting the problem you are seeing.

*You can also tail the logs for the last specific set time, for example:

docker logs tail -f iriusrisk-tomcat --since 5m

which would only tail the logs for the last 5 minutes.*

Screenshots / Screen Recordings

Another helpful tip would be to screen grab anything that you notice.  This could be a screenshot of the error, or even a recording of you replicating the issue.

These help our support engineers more than you would think.  When we are able to see the same issue it can help minimize the "back and forth" in a ticket, as well as the time it takes us to troubleshoot the specific issue.

Error Or Bug?

Please feel free to bring anything to our attention.  Our engineers are highly skilled with our product and will be able to determine if what you are seeing is an issue that needs to be investigated, or possibly a bug that is already being released in a future version.

We are happy to have these conversations to provide the best customer experience and provide the best solution to the problem.