Troubleshooting
Problem
While gathering all the below data is highly recommended for effective troubleshooting and support, it's important to note that not all items may be mandatory in every situation. The specific data to gather can vary depending on the issue or context. Some data points may be optional or not applicable in certain scenarios. Please provide as much information as possible based on the nature of the problem you are experiencing. This will help us better understand and resolve the issue efficiently.
1. General Questions:
a. Review common errors and how to resolve them in the Troubleshooting Guide.
b. Fully describe the problem you are experiencing (please provide the full error messages).
c. What were you attempting when the problem occurred?
d. When did you first notice it?
e. When applicable, please provide a list of steps to recreate the problem (screen images will help identify more details).
f. Define the scope of the issue with error messages or error codes.
g. Is it repeatable or a one-time problem? If it can be repeated or recreated easily, please provide detailed steps and artifacts so that the support team can attempt to reproduce it internally. When you reproduce the issue, please provide the start and finish time of the test, as this helps with log review.
h. Do you have a workaround in place? If yes, please provide full details.
i. Has anything recently changed in the environment before experiencing the problem? Have any settings been changed? Have any APIs or API operations been updated?
j. Contents of your schema files (SDL) defining types, fields, relationships, and directives.
k. Any relevant schema extensions or custom logic (if applicable).
l. List any external services, databases, or APIs integrated with StepZen and provide details of the versions and configurations of those dependencies. You can upload the information to the ticket.
2. For UI issues:
a. From the Chrome menu bar, select View > Developer > Developer Tools.
b. From the panel that opens at the bottom of your screen, select the Network tab.
c. Look for a round Record button (Record button) in the upper left corner of the Network tab, and make sure it is red. If it is gray, click it once to start recording.
d. Check the box next to Preserve log.
e. Click the Clear button (Clear button) to clear out any existing logs from the Network tab.
f. Recreate the issue.
g. Save the console logs as a text file from Developer Tools > Console tab.
h. 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.
i. Save your HAR file.
j. Upload the HAR file and Console tab text file.
Note: If you are not using Chrome you can follow similar steps for your browser.
k. Provide the browser and its version.
l. Provide the operating system and its version.
3. For command line issues:
a. Provide the CLI command you are running and output, including any relevant error messages or stack traces.
b. Provide any additional arguments or options provided with the command.
c. Provide the contents of your project folder.
d. Provide the environment variables relevant to the StepZen CLI.
Linux: Run env | grep -i stepzen
Windows: Run set | findstr STEPZEN
e. Provide logs from any integrated services or systems involved in the CLI workflow.
f. Provide the operating system and its version being used.
g. Provide the output of stepzen version.
4. For IBM API Connect for GraphQL Software (non-SaaS) :
a. Collect the data from https://www.ibm.com/docs/en/api-connect/essentials/1.x?topic=essentials-monitoring-operator
b. Share the following details
i. Deployment (List box) :
a) Openshift
b) Kubernetes
ii. Openshift version :
iii. Kubernetes version :
iv. Cert-Manager version :
v. PostgreSQL version :
vi. API Connect Essentials version :
vii. Component (List box) :
Install
Upgrade
Config
CLI
Usage
Other
viii. Enviroment (List box) :
Production
QA
Development
Other
ix. Business Impact :
i. Deployment (List box) :
a) Openshift
b) Kubernetes
ii. Openshift version :
iii. Kubernetes version :
iv. Cert-Manager version :
v. PostgreSQL version :
vi. API Connect Essentials version :
vii. Component (List box) :
Install
Upgrade
Config
CLI
Usage
Other
viii. Enviroment (List box) :
Production
QA
Development
Other
ix. Business Impact :
Please gather the above information and provide it when creating a support ticket. The more detailed and accurate the information, the better we can assist you.
Document Location
Worldwide
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Document Information
Modified date:
24 February 2025
UID
ibm17007495