- Technical support
When you need personalized, expert assistance, the Lucidworks technical support team is available 24/7.
Before you open a support case, see the instructions below to learn how to gather data that the technical support team can use to evaluate your issue and provide a solution.
Once you have obtained the relevant data from Fusion, you can open a support case here.
Exporting log files from the DevOps Center
|This section only applies to Fusion 4.2+.|
In Fusion 4.2 and above, the DevOps Center provides an easy way to export logs for the timeframe that pertains to your issue.
In the Fusion UI, navigate to System > DevOps Center > Log Viewer.
Select the time period that is relevant to the incident you are interested in.
Log files will be exported according to the tab you are viewing.
Click Export service logs in the Service Logs tab or Export request logs in the Request Logs tab to download a
.csvfile containing the logs (shown here with example timestamps):
Finding log files in the filesystem
Log files are located in the
VAR-FUSIONPATH/var/log directory. Generally, the log files below are the most useful in diagnosing an issue:
If it’s apparent that additional components are involved, collect their logs and associated
gc logs from the
Opening a support case
Lucidworks provides technical support to customers 24 hours a day, 7 days a week, with unlimited incidents. Once you have obtained the relevant data from Fusion as described above, you can open a support case.
For the most efficient response, follow the instructions below.
You can also navigate to Contact Support from any page on the Lucidworks support site:
Enter a subject and description of your issue.
In the Severity field, select the appropriate severity value for your issue according to the guidelines below.
Severity Time Definition Example
Severe commercial impact on Customer’s business which either makes the system inoperable or prevents content discovery.
Production search is down.
Significant commercial impact on Customer’s business which makes one or more critical areas of functionality inoperable.
Search performance has slowed down to a crawl.
Moderate commercial impact on Customer’s business which makes one or more non-critical areas of functionality inoperable.
Slight increase in query time.
No commercial impact on Customer’s business.
How to implement a certain search feature.
Select your Platform, Product Line, and Solr Version.
Select either your Lucidworks Search Version (legacy customers only) or your Fusion Version (3.0 and up are currently supported).
Select your Environment, one of the following:
Proof of Concept
Click Add Attachment and select your log files.Tip
You can attach only one file. Upload all of your files as one
When you have attached all pertinent data, click Submit.
You’ll receive an email message containing your case number. A Lucidworks support engineer will contact you within the time period corresponding to your issue’s severity level.