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;
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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)
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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.
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:
Click Attach file.
Upload the file in the Attach file screen.
A Comment box is provided for any additional necessary details.
If the file is larger than 10MB, zip it and attach the zip file.
To include a screenshot:
Click More Actions.
Select Attach Screenshot.
Copy the screenshot, paste it in the first box and click Paste.
Complete any other relevant fields.
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.