Support Requests

If you are loading data via Tenup or running Tenup commands in a shell script and are experiencing errors or unexpected behavior, 1010data offers full support. You must provide some specific information when you create a support request. This section contains instructions for properly obtaining and submitting the files and information necessary to fulfill a support request.

Creating a Bug Report

If you encounter issues when using Tenup, full support is available. To make sure the 1010data support team has all the information needed to service the problem, Tenup provides a simple option for creating all the necessary log and debug files simultaneously. To create the debugging report use the -B option:

Note that the path to the debugging file should end in the .1010zip extension. Once created, the 1010zip file will contain 1010data log and debugging files. Running the above command automatically sets the verbosity of the output in the log file to -vvvv.

If you can reproduce the issue on 10,000 rows of data or less, you are encouraged to also provide the --log-data switch. This switch will include the raw data that is being extracted from the source database in the debug log file.

$ tenup64 -u [USERNAME] -C [CONNSTR] [NEWTABLENAME] [QUERY] -B [DEBUG_FILE_PATH].1010zip --log-data

Creating Files Separately

Creating a bug report as described in the previous section will provide 1010data support with all the information required to troubleshoot a problem. If you want to do your own troubleshooting, or are just the curious type, you can produce the files separately with the information in this section.

The 1010data bug report creates a .1010zip file with the following files contained within:

If you want to create each of these files individually, there are switches provided in Tenup to do so. These switches will let you specify where you would like each file to be saved. The default location when -B is used is the working directory. You may provide an alternate location to each switch, and the file that is output will be saved at that location. The following switches produce the corresponding files:
  • -x [PATH_TO_XML_LOG] - Creates the XML log file.
  • -o [PATH_TO_DEBUG_LOG] - Creates the debug log file.
  • -O [PATH_TO_ERROR_LOG] - Creates the error log file.