Troubleshooting: Getting support

Introduction

As part of your license, you have access to a customer service, which will help you resolve issues discovered while using our products.

If you are a commercial partner, you also have access to the support service, and can submit demands on behalf of customers too.

Unless your organization has a premium support agreement, the support service team will provide a first answer within 2 working days (timezone: France, 9 hours per day, 5 days per week, excluding French public holidays).

If you face issues while working with Linkurious Enterprise or require assistance using our product, you can submit your request as described below.

For the best experience, it is suggested to open a new request via our online support portal. In this way you can benefit from:

• a better overview and tracking of your requests;
• access to the requests opened by other members of your organization (this is an optional feature that may be disabled for your organization);
• a secure connection to upload files (no more need for external secure mail systems);
• a fast way to follow up on your requests by replying directly from your mailbox after the first submission.

As an alternative, you can still submit a new request by sending an email to support@linkurio.us, however you will not benefit from the above-mentioned features.

Online support portal

You can access your online support portal at https://support.linkurious.com.

To authenticate, use your Linkurious Customer Center credentials (if you do not have access, you can ask your team to invite you).

After logging into the online support portal, you will see your dashboard from where you can:

• explore My requests;
• explore the Requests I'm CC'd on;
• explore the Organization requests;
• quickly access many helpful links at the bottom of the page;
• Submit a request from the top right link.

By clicking on the request's subject, you can access the full history and interact with the support team as needed.

Submitting a support request

After logging into the online support portal, you will be able to submit a new request.

When submitting a new request, it is suggested to follow a few best practices to minimize the resolution time:

• always submit a new request for each problem you have, if you have multiple unrelated issues, consider submitting different requests for a better traceability;
• choose a short Subject that describes your problem;
• in case of custom support agreements, add in the Subject any useful information to determine the correct SLA (e.g. usually it is based on the criticality classification of the problem: Blocking, Critical, Major, etc.);
• add a detailed description of the problem (you can make advantage of screenshots and screen recordings that shows the full page including the address bar and any error message);
• add the steps you performed before encountering the problem;
• add the impact that the issue has on your project (e.g. if it prevents you from continuing your work, of if it prevents you to meet a specific project milestone);
• the troubleshooting report.

Here is an example of a suitable request (you can either embed images in the description or attach additional files separately).

After pressing Submit, you will receive an automatic confirmation email. You can reply to it to add more contents or follow up with the support team.

Troubleshooting report

The Linkurious Enterprise report is an archive that contains all the information needed to enable our support team to provide a resolution as quickly as possible.

The archive contains system logs, Linkurious Enterprise configurations, and does not contain any sensitive data related to your graph database.

There are two possible ways of collecting the report:

• automatically: this is the recommended method since any secrets and passwords are automatically removed from the archive;
• manually: suitable in case of problems with the previous one.

Collecting automatically generated report

You can download an automatically generated report from the Web user interface via the Admin > Global configuration menu:

At the end of the page, click Download Report:

Collecting logs manually

It can happen that the system fails to start due to an error. In that case, the following files should be added manually to a compressed archive:

• The application logs: the manager and logs folders stored in <linkurious-installation>/data

• The application configuration (optional): the production.json file stored in <linkurious-installation>/data/config

  Depending on your situation, the configuration file (production.json) may sometimes contain clear-text passwords. Consider redacting such passwords before sharing your configuration with the support team.

Collecting extra logs

In some cases the support team may need some extra logs or data only accessible from your browser, please follow the below steps to collect them.

Collecting browser console logs

1. Open your browser Development Tools. You usually find this option in your browser’s menu (refer to its documentation in case of doubts). If you are working on Chrome, you can use the following shortcuts: Option + ⌘ + J (on macOS); Shift + CTRL + J (on Windows/Linux).
2. Access the Console tab and clear the current page
3. Refresh the page
4. Re-perform all the steps that lead to the error
5. Share the contents of the Console tab (screenshots and/or copy paste of the error message are good options)

Collecting browser network logs

1. Open your browser Development Tools. You usually find this option in your browser’s menu (refer to its documentation in case of doubts). If you are working on Chrome, you can use the following shortcuts: Option + ⌘ + J (on macOS); Shift + CTRL + J (on Windows/Linux).
2. Access the Network tab, clear the current page, enable Preserve log and start recording (those actions may vary depending on your browser)
3. Refresh the page
4. Re-perform all the steps that bring to the error
5. Right click on any line in the network tab
6. Click on "Save all as HAR with content"

This file may contain sensitive data, this is usually not asked if not for specific complex issues. Always be careful when sharing this file. In case of doubts on those steps we suggest involving your internal IT / security team.