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Fusion 5.12
    Fusion 5.12

    Technical Support

    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, Submit a request.

    Lucidworks offers free training to help you get started with Fusion. Check out the Support Portal Overview course, which focuses on how to navigate the support portal, open a support ticket, identify the severity of your issue, and escalate issues as needed:

    Support Portal Overview

    Visit the LucidAcademy to see the full training catalog.

    Exporting log files

    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.

    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.

      Severity Time Definition Example

      S1

      1 Hour

      Severe commercial impact on Customer 's business which either makes the system inoperable or prevents content discovery.

      Production search is down.

      S2

      12 Hours

      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.

      S3

      24 Hours

      Moderate commercial impact on Customer 's business which makes one or more non-critical areas of functionality inoperable.

      Slight increase in query time.

      S4

      48 Hours

      No commercial impact on Customer 's business.

      How to implement a certain search feature.

    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.