Technical Support Guide

We're here to help you with any problems that may arise in Cachewall.

Our Support

Cachewall support is entirely free, and we try our best to assist our users in a timely manner.

With some complex issues it may take us a bit longer to get back to you. Please do not hesitate to indicate the urgency of a problem if necessary. We understand that service outages shouldn't happen and we strive to ensure Cachewall provides a stable solution in all environments. In the event that you're facing an outage or similar critical problem, make that apparent when you contact us.

While we've always prioritized our attention toward critical problems and outages, we'll soon be taking this a step further. We're finalizing Cachewall's premium licensing plans still, but one of the things that we are planning is to provide Support Response SLA (Service Level Agreement) guarantees for our users, giving you peace of mind that we're always here to help, quickly.

More details on Cachewall licensing plans will be available May, 2017 − check back soon!

Channels

We have a few support options available:

• Email: Shoot a message to help@cachewall.com.

• Messenger: Connect through Cachewall's Support Messenger − right from WebHost Manager! Open Messenger at the bottom-right of your screen to send an IM. We'll respond in real-time when we are online.

• Helpdesk: Sign into your Cachewall License Dashboard account and navigate to Support Helpdesk > Open Support Ticket.

We're in the process of upgrading our backend support system. Because of this, email inquiries will not appear in the License Dashboard at this time. If you've emailed us, keep a lookout in your inbox - you'll receive a reply there.

System Reports

Our support team will sometimes request a copy of log files and miscellaneous system information relating to Cachewall for troubleshooting. A Bash script is available for you to gather this quickly and easily. The report.sh script creates a tarball archive which can be sent to our team for review.

To generate a system report, run:

bash /usr/local/xvarnish/bin/report.sh

In some cases you may want to gather only the Cachewall log directory:

tar -zcf "cwlogs_$(uname -n).tgz" /var/log/xvarnish

Log Verbosity

Cachewall's xvctl utility provides the -v option to enable debug logging. If you're facing troubles, it's usually helpful to add this argument onto your command. For example, let's say that you're trying to enable Cachewall HTTPS but it fails:

xvctl enable https

Enabling HTTPS
...
Failed enabling HTTPS: Fatal error encountered (Test error!)

Here's the same with -v added:

xvctl enable https -v

...
#012 Traceback (most recent call last):
#012  File "lib/varn/https.py", line 228, in enable
#012    raise RuntimeError("Example went terribly wrong!")
#012 RuntimeError: Example went terribly wrong
Failed enabling HTTPS: Fatal error encountered (Test error!)

Woohoo, that's much better! You can actually specify -v multiple times to increase verbosity.

It's also possible to enable debug logging in the Cachewall configuration. Edit /usr/local/xvarnish/settings and set log_level = DEBUG. You'll see xvctl debug messages written to /var/log/xvarnish/xvarnish.log. Services such as xvhealth must be restarted before they'll pick up changes to log_level.

If you're seeing an error, it's always helpful to specify -vv or set log_level = DEBUG, trigger the error, and attach the verbose output for our support. Providing this in your initial contact saves time.