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When reporting an issue, the more information you provide, the better we can address your issue. Here's how to collect information from your system.

Configuration

If the item on which you have and issue is configured in a YAML file, provide a copy of the that file.

When the item is configured in the Configuration app, export the appropriate fragment, see Importing and exporting JCR data. The resulting XML file contains the node hierarchy. File name matches the path in the repository. 

Tracing errors

Error messages tell you which Java class produces the error. This is vital information for finding the root cause of an issue.

The first task in tracing errors is to identify the fully-qualified name of the Java class.

Example: Magnolia was unable to send mail. The fully-qualified name of the Java class where the error was raised is info.magnolia.module.form.processors.SendContactEMailProcessor.

ERROR  info.magnolia.module.form.processors.SendContactEMailProcessor 
   07.10.2011 16:08:17 -- Contact email 
   javax.mail.MessagingException: 
   Could not connect to SMTP host: localhost, port: 25;

The class name is not always available. For example, in Freemarker templating errors only a stack trace is displayed, no class name.

freemarker.core.NonBooleanException: Error on line 13, column 6 in templating-kit/paragraphs/content/textImage.ftl
Expecting a boolean (true/false) expression here
Expression content.subtitle does not evaluate to true/false 
it is an instance of freemarker.template.SimpleScalar
   at freemarker.core.Expression.isTrue(Expression.java:150)
   at freemarker.core.ConditionalBlock.accept(ConditionalBlock.java:77)
   at freemarker.core.Environment.visit(Environment.java:210)
   at freemarker.core.MixedContent.accept(MixedContent.java:92)

A stack trace is a sequence of nested functions called up to the point where the stack trace is generated. The error log displays the stack trace up to function where the failure occurred.

Errors are dealt with sequentially. Magnolia logs the error that first caused the failure. Rectifying the first error does not always solve the problem entirely but will help you to find the ultimate source. For example, if you try to send email and there is both a templating error and an error in your SMTP configuration, you will first need to resolve the templating error before you can see that there is also an authentication issue. See an example of error logging in the Mail module.

Once you know class name, configure logging to get more details.

Repository inconsistency

See Repository inconsistency

Submitting files

Once you have collected the information necessary to troubleshoot the issue, submit it to Magnolia Support or the community.

Support ticket

If you opened a support ticket, attach the exported XML, log files and screenshots to the ticket. Don't paste large amounts of text in ticket comments.

To attach a file:

  1. Click Attach file.
  2. Upload the file in the Attach file screen.
  3. A Comment box is provided for any additional necessary details.
  4. If the file is larger than 10MB, zip it and attach the zip file.

To include a screenshot:

  1. Click More Actions.
  2. Select Attach Screenshot.
  3. Copy the screenshot, paste it in the first box and click Paste.
  4. Complete any other relevant fields.
  5. Click Attach.

Forum

If you don't have a Magnolia support contract and therefore no support account, you can still get some help from the community. Describe your issue on the forum, paste logs to a text storage service such as pastebin.com and link to them from your forum post. Don't paste large amounts of text in the forum post itself.

There are several free pastebin services designed specifically to store and share text online. For images, try Tinypic, imgur or any other.

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