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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, Submit a request.

Support Portal Overview

The course for Support Portal Overview focuses on how to navigate the support portal, open a support ticket, identify the severity of your issue, and escalate issues as needed.

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Finding log files in the filesystem

Log files are located in the https://FUSION_HOST:FUSION_PORT/var/log directory. Generally, the log files below are the most useful in diagnosing an issue:
  • API logs https://FUSION_HOST:FUSION_PORT/var/log/api/api.log and https://FUSION_HOST:FUSION_PORT/var/log/api/gc_<timestamp>.log.0.current
  • Connectors logs https://FUSION_HOST:FUSION_PORT/var/log/connectors-classic/connectors-classic.log and https://FUSION_HOST:FUSION_PORT/var/log/connectors-rpc/connectors-rpc.log
If it is apparent that additional components are involved, collect their logs and associated gc logs from the https://FUSION_HOST:FUSION_PORT/var/log directory.

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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 detailed information about submitting a support case, see Lucidworks Customer Center Training.
To open a support case, complete the following:
  1. Access the Lucidworks Submit a request page. You can also select Contact Support from any page on the Lucidworks support site.
  2. Enter information in the following fields:
    • Your email address
    • Subject
    • Description
  3. In the Severity field, select the appropriate severity value for your issue according to the guidelines below.
  4. Select values in the following fields:
    • Product Line
    • Fusion Version (optional)
    • Solr Version (optional)
  5. In the Environment field, select one of the following:
    • Dev/Sandbox/POC
    • Performance
    • Production
    • QA/UAT
    • Staging
  6. In the Attachments field, drag files or click to add log files.
    You can attach only one file. Upload all of your files as one .tar or .zip archive.
  7. When you have attached all pertinent data, click Submit.
You will 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.