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Writing a support request for vFabric Enterprise Ready Server (ERS) (2003507)

Writing a support request for vFabric Enterprise Ready Server (ERS) (2003507)


This article is intended to supplement Writing a great support request for vFabric/SpringSource products (1037412) for the specific case of an ERS support request. Use this information to help resolve your support request as quickly as possible, or to possibly self-diagnose the issue yourself.


These are the most important bits of information required for support requests: :

The essentials

  • Full configuration and logs for all server instances
  • A list of any customizations to your installation (other than configuration files) 
  • The server version your instance is using (For example, Apache httpd 2.2.17 or Tomcat 6.0.32)

Often requested

  • A description of the server environment, including (if present):
    • proxy servers
    • load balancers
    • firewalls
    • clustering with other instances
    • network storage used
    • database usage
    • anything else unusual
  • Description of usage:
    • purpose of the system
    • typical traffic (requests/second, bandwidth usage)
    • traffic patterns (usage spikes, user patterns)


  • OS version
    • (Unix/Linux) the output of "uname -a"
    • (Windows) Windows version and update level
  • Filesystem layout for the system
    • (Unix/Linux) the output of "df"
    • Any network storage on the system


  • Version of the JVM used with Tomcat - the output of "java -version"
  • For problems specific to an application under Tomcat, include the complete project source code (or an example project that can be used to reproduce the problem), and instructions for building. 

See Also

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