How to report a Zextras Suite issue

Table of Contents

Reporting a Zextras Suite issue: the most efficient way
- Step by step guide to report a Zextras Suite issue
Definition of "issue"
Tools of the trade
What informations to include in your report
Help us improve Zextras Suite

Reporting a Zextras Suite issue: the most efficient way

The most efficient way to report a Zextras Suite issue is the one that allows both the Reporter and the Zextras Team to best reach their common goal: the solution of the issue.

The following informations will help you, as the Reporter, to let the Zextras Team know about the issue you found in a way that will allow the most rapid assessment and fix.

Step by step guide to report a Zextras Suite issue

In order to report a Zextras Suite issue, please follow this steps:

Make sure that you read through the appropriate sections of the Documentation to make sure that the topic has not been covered in an article.
Make sure that one you wish to report really is a software issue (see below).
Gather all informations specified in the "What informations to include in your report" section of this page.
File a case in the Zextras Support Portal at https://support.zextras.com

Definition of "issue"

In order to streamline issue assessment and provide a better service, please do not report the following cases as a Zextras Suite issue:

Licensing complaints: while we do our best to provide the fairest licensing model possible, we know this can’t please each and every customer in the world. If you feel that the Zextras Licensing does not suit your needs and wish to let us know your opinion, please contact the Sales Team through the form you can find at https://www.zextras.com/contact-us
Suggestions for new features: We at Zextras really love to know which new features our users would like in Zextras Suite. If you have an idea for a new feature, please open a case in the support portal to the Tech Support team.
Issues affecting old versions of Zextras Suite: In order to provide a better service, technical support is limited to the latest Zextras Suite major version. If you are not running the latest version, please update Zextras Suite - should the issue persist, please proceed with your report as described in this page.

Tools of the trade

In order to obtain the informations you need to file a bug report, the following tools will surely come handy:

A way to read logfiles on your Zibra server.
The Zimbra Web Client’s Dev Mode ([1])
Your browser’s Dev Tools ("Firebug"[2] on Firefox and the Developer Tools[3] on Chrome).
Zextras Suite log level management (when experiencing an issue, set both the Log Level and Notification Level to "Debug" in the Core tab of the Zimbra Administration Console).

If the Zimbra Administration Console gets stuck during the page loading when logging into Dev Mode and you are running Zimbra 8.x chances are that the Zimbra DOS filter is blocking the access due to the high number of connections created in Debug Mode. Please check this thread in the official Zimbra forums: http://www.zimbra.com/forums/known-issues/60398-zcs-dosfilter-workaround-zcs-8-0-1-8-0-2-a.html to see how to tweak the number of allowes connections per second.

What informations to include in your report

General Informations (for all reports)

Always include the following informations in your report:

a precise description of the issue
steps to reproduce the issue
your server’s specs (cpu, ram, storage etc…)
your Zimbra version
your Zextras Suite/ZxMig version ( as the zimbra user run: "zxsuite/zxmig core getVersion" )
your OS, its version and architecture
the number of servers in your Zimbra infrastructure
the number of mailbox server in your Zimbra infrastructure
for GUI related issues, the browser you were using when experiencing the issue and its version
for ZxChat Zimlet issues, the ZxChat Zimlet version
(when reporting migration issues, please specify this data for both the source and destination server)

Core

Issues related to your License File

If you experience any issue in uploading your Zextras Suite License file or any inconsistency in the dates displayed or in the mailbox number calculation, please contact the Sales Team reporting your Order ID, Zextras Store username and the output of the following command, ran as the zimbra user on the server:

zxsuite core getLicenseInfo

Issues related to the email delivery of Zextras Suite notifications

If you experience any issue with the email delivery of Zextras Suite notifications, please include any error that can be found in the /opt/zimbra/log/mailbox.log file at the time the notification has been delivered in the "Notifications" tab of the Zextras Administration Zimlet.

Zextras Administration Zimlet

When reporting an issue related to any Zextras GUI, please provide the full error text and debug informations.

It’s very important to use Zimbra’s debug mode when gathering this informations, as only this way we will be able to identify the exact component causing the error. To enter the debug mode, simply add the "?dev=1" string at the end of your URL (e.g. http://mail.mydomain.com:7071/?dev=1). This forces Zimbra to ignore any cached data to and reload any Javascript component separately.

Checking for exceptions in the Zimbra Administration Console:

Log into the Zimbra Web Client adding "?dev=1" after the URL of your server (e.g. https://mail.example.com/?dev=1).
Verify if the issue still occours. If not, clearing the browser’s cache should solve the issue permanently.
If the issue persists, open your browser’s debug tool: the "Javascript Console" in Google Chrome or the "Firebug" add-on for Firefox.
Reload the Zimbra Web Client (always with the ?dev=1 particle) and search for any error or exception in the debug tool’s console (last tab in the Javascript Console, first tab in Firebug).
Include the complete error or exception in your bug report.

ZxBackup

Import and Export issues

When reporting an issue related to the External Backup and External Restore features of Zextras Backup please provide the full "Operation Started" notification along with the eventual "Operation Aborted" and/or "Operation Completed" notifications. Also, please provide any ERROR message appearing in appropriate logs:

/opt/zimbra/log/mailbox.log (in the source server for the External Backup and in the destination server for the External Restore)
/opt/zimbra/log/zextras_ZxBackup_Export_[operation id].log (in the source server for the External Backup)
/opt/zimbra/log/zextras_ZxBackup_ExternalRestore_[operation id].log (in the destination server for the External Restore)

Scan issues, restore issues, CLI issues

When reporting an issue related to the generic usage of Zextras Backup please provide the full "Operation Started" notification along with the eventual "Operation Aborted" and/or "Operation Completed" notifications. Also, please provide any ERROR message appearing in the /opt/zimbra/log/mailbox.log file.

ZxMobile

Synchronization Issues for a device

When reporting a synchronization issue for a single device always state the device’s manufacturer, model, OS version and protocol version in use (EAS2.5 or EAS14.x).

Before reporting a synchronization issue, please do the following:

Delete the affected account from the device
Remove the device’s entry from both the "Active Sessions" and "Registered Devices" list in the Zextras Administration Zimlet (ZxMobile tab)
Add an Account Logger for the account/device couple as described at the "Mobile Troubleshooting" page (for Outlook 2013 issues please also enable the Advanced Logging Outlook feature).
Create the account on the device
Let the device perform the first synchronization. If the synchronization process seems stuck, wait for 5-10 minutes without forcing a new synchronization.
Reproduce the issue.
When reporting the issue, please include any ERROR message that appears in the logfile created by the Account Logger and/or in the /opt/zimbra/log/mailbox.log file.

ZxPowerstore

`doMoveBlob` and `doDeduplicate` operations

When reporting an issue related to the doMoveBlob and doDeduplicate operations please provide the full "Operation Started" notification along with the eventual "Operation Aborted" and/or "Operation Completed" notifications. Also, please provide any ERROR message appearing in the /opt/zimbra/log/mailbox.log file.

ZxAdmin

Admin Delegation and Domain Limits issues

If experiencing any Admin Delegation or Domain Limits issue, such as a Delegated Admin being unable to perform a particular action, the inability to delegate Admin Rights to a user or any inconsistency in domain limits, please include in your report any error that can be found in the /opt/zimbra/log/mailbox.log related to the appropriate operation or delegation/domain limit settings change.

Log Browser and Reports issues

If experiencing any issue with the "Log Browser" or "Show Report" features, make sure to check and report any inconsistency in the contents of the /opt/zimbra/conf/zextras/zxadmin/, such as missing files or files with different permissions than the standard (owned by zimbra - group zimbra - permission mask 640). Also specify if you recently changed the Zextras Admin Log Path and if the issue has only been appearing since then.

Zextras Team

Client Issues When reporting an issue related to the Zextras Team "client" (the Zextras Team Zimlet used by the users) always specify the browser in use.

The Zimbra Web Client’s default behaviour is to compress and merge all zimlet code into a single file to lower loading times, so it’s possible that other zimlet’s errors can influence Zextras Chat and viceversa. Using the Dev Mode forces the ZWC not to merge the zimlet code and to ignore any cache, thus making it possible to find out the root cause of an issue.

In order to check for client errors:

Log into the Zimbra Web Client’s Dev Mode, by adding "?dev=1" after the URL of your server (e.g. https://mail.example.com/?dev=1).
Verify if the issue still occours. If not, clearing the browser’s cache should solve the issue permanently.
If the issue persists, open your browser’s debug tool: the "Javascript Console" in Google Chrome or the "Firebug" add-on for Firefox.
Reload the Zimbra Web Client (always with the ?dev=1 particle) and search for any error or exception in the debug tool’s console (last tab in the Javascript Console, first tab in Firebug).
Include in your bug report
- the complete error or exception
- the version of the Zextras Chat Zimlet - you can find the version code under "Settings" → "About" tab, e.g. 2.x @1234

for VideoChat issues also mention

whether you have configured a TURN server or not
if the clients are on the same LAN

Help us improve Zextras Suite

A "Send full error data to Zextras to help us improve Zextras Suite" checkbox is available in the "Core" section of the Zextras Administration Zimlet. This will allow us to improve Zextras Suite by gathering an extended set of error informations, which might include:

Full error messages and stacktraces.
Email Addresses.
Mobile phone brand, model and ID.
Message Headers and Contents.

This information will be handled by automated systems and will only be used for bughunting and software analysis

You can also enable this feature by setting the ZxCore_SendFullErrorReports Zextras Core property to "TRUE".