Troubleshooting Query Problems – Before You Contact Support¶
To make sure your problem is resolved as quickly as possible, you should gather all the pertinent information before you create a support ticket. The following checklist will help you organize this information:
What is your account ID?
You can find this on the My Accounts page of the Control Panel.
What is the ID of the cluster on which the command ran?
To find this, pull down the Clusters menu and click on the cluster that has a check mark by it. This brings up a new page; the cluster ID is at the top, for example Cluster (21724).
Is the problem related to a command?
What is the command ID?
You can find this under the History tab on the Analyze page.
A screen shot (or copy-and-paste) of the query log (under the Logs tab) would be very helpful.
What did you change (if anything) in your query environment (QDS, Cloud, etc.) before you ran this query?
What troubleshooting steps (if any) have you tried?
What is the business impact of this problem?
- Impact on internal SLA or production workloads?
- Impact on new development with <deadline> (please specify)?
- Testing only (low urgency)?