When we ask you to provide additional details (logs, database, HAR etc).

Sometimes we need additional details from you to investigate particular issue more efficiently. In this case we kindly ask you to send us YouTrack log files, YouTrack database, and even record HAR file.

All these artefacts should be uploaded to our secure FTP server. All external users have Write permission only, meaning noone can read your data except JetBrains engineers. 

Please contact us and we will share FTP server address and provide you with additional instructions if any. We can also share NDA if required. 

When database (or other artefacts) uploaded, please share the archive name with us.

1. How to get YouTrack log files?

MSI distribution.

By default, YouTrack stores its logs in %programdata%\JetBrains\YouTrack\logs. Most commonly it's C:\ProgramData\JetBrains\YouTrack\logs. If defaults were changed (Advanced settings area in Configuration wizard) during installation process, then log files can be found in the directory you've set.

In case you forgot the path to logs directory, then please refer to logs-dir parameter in %programdata%\JetBrains\YouTrack\conf\internal\bundle.properties and check the path.

If you're asked to send configuration files (/conf folder), please find it at `%programdata%\JetBrains\YouTrack\conf` .

 

ZIP distribution.

By default, log files are stored in /logs directory of the folder where ZIP archive was extracted. If defaults were changed (Advanced settings area in Configuration wizard) during installation process, then log files can be found in the directory you've set. 

In case you forgot the path to logs directory, then please refer to conf\internal\bundle.properties in the directory where the archive was extracted and check the path set for logs-dir parameter.

 

You might be also asked to send `\conf` folder. Find it at the `folder_where_you_extracted_ZIP_archive\conf`

 

JAR distribution.

For JAR distributions, log files can be found in %USERHOME%/.youtrack/logs.

 

2. Where to find YouTrack database?

MSI distribution.

By default, YouTrack stores its database in %programdata%\JetBrains\YouTrack\data. Most commonly it's C:\ProgramData\JetBrains\YouTrack\data. If the defaults were changed (Advanced settings area in Configuration wizard) during the installation process, then database can be found in the directory you've set. 

In case you forgot the path to database directory, then please refer to data-dir parameter in %programdata%\JetBrains\YouTrack\conf\internal\bundle.properties and check the path.

 

ZIP distribution.

By default, YouTrack stores its database in /data directory of the folder where ZIP archive was extracted. If defaults were changed (Advanced settings area in Configuration wizard) during installation process, then database can be found in the directory you've set.

In case you forgot the path to database directory, then please refer to conf\internal\bundle.properties in the directory where the archive was extracted and check the path set for data-dir parameter.

 

3. How to record HAR file.

Google Chrome:

  1. Open Google Chrome and go to the page where the issue is occurring.
  2. From the Chrome menu bar select View > Developer > Developer Tools.
  3. From the panel opens at the bottom of your screen, select the Network tab.
  4. Look for a round Record button (in the upper-left corner of the Network tab, and make sure it is red. If it is grey, click it once to start recording.
  5. Check the box next to Preserve log.
  6. Click the Clear button to clear out any existing logs from the Network tab.
  7. Now try to reproduce the issue that you were experiencing before, while the network requests are being recorded.
  8. Once you have reproduced the issue, right-click anywhere on the grid of network requests, select Save as HAR with Content, and save the file to your computer.

FireFox:

The export as HAR is built-in since Firefox 41, you do not need to install Firebug and the NetExport extension.

  1. Refer to  Menu > Developer > Network
  2. Reload the page
  3. Right-click anywhere in the table and select the entry called Save all as HAR, select the destination file

 

4. How to get a thread dump 

 To get a thread dump for YouTrack, execute the command:

<installation.home>\bin\youtrack.bat|sh dump threads to-file

The command stores thread dump to logs directory (the actual location is printed to the console). 

 

5. How to get a heap dump

To get a heap dump for your YouTrack instance, execute the command:

<installation.home>\bin\youtrack.bat|sh dump heap

The command stores the resulting heap dump to logs directory (the actual location is printed to the console). 

 

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