Support requests details

Below you can find a list of informations we require when you contact us for support. Some of them are mandatory while others can be optional although very useful for us to understand and diagnose the possible issue.

Support inquiries failing to provide such details will take longer to process or might be held indefinitely until further data is available. If you need to send files, please send them together with the other informations to our . Never include your source code and/or executables.

Mandatory info

  • SmartFoxServer edition and version in use (Basic/Pro/2X and version number)
  • Client API platform and version in use (Flash, Unity, iOS, etc, and version number)
  • OS type and version in use
  • Hardware in use (CPU, RAM, etc)
  • Network capability (if in production)
  • Any additional custom JVM settings used at runtime
  • Detailed description of the issue, possibly with a step by step explanation on how to recreate the problem
  • A zipped version of your SFS configuration:
    • SFS Basic/PRO: {sfs-installation-dir}/Server/config.xml
    • SFS 2X: {sfs-installation-dir}/SFS2X/config/
  • (if possible) excerpts of the SmartFoxServer log files that show the error in action or that suggest a possible problem (PLEASE NOTE: only send the relevant excerpts of the log files, not the entire log; files larger than 10-20MB will not be accepted)
  • (if possible) the public IP address of the SmartFoxServer instance; if the application in production requires a valid account, please provide the credentials that we can use to see the problem in action

Additional info

When dealing with performance issues such as slow downs, excessive dropped packets, high resource consumption, etc, please provide the following additional informations.

  • Describe if the problem is erratic or it can be reproduced at will. If so please describe the scenario under which this can be seen.
  • What is the thread count in SmartFoxServer? (see the Admin Tool)
  • What is the status of the SmartFoxServer queues? (see the Admin Tool)
  • How much CPU is used the time of the problem? Both by the Java process and overall
  • How much RAM is used the time of the problem? Both by the Java process and overall
  • Make a thread dump when the problem appears: the thread dump in the console can be done by hitting ctrl+break (Windows) or sending kill -SIGQUIT to the process (under Linux/Unix). Otherwise you can use JConsole or VisualVM
  • If you can run VisualVM on your server, capture a few snapshots of both CPU usage, heap usage and Garbage Collection activity