Before Opening

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Before Opening a Shutdown/Inoperable System Ticket

The following article outlines a short checklist of questions to ask and steps to take before opening a Shutdown/Inoperable Systems ticket in Liferay Help Center. By taking a moment to go through this checklist before opening a Help Center request, you're ensuring the fastest possible resolution for the particular issue.

Resolution

For each ticket, please attach your portal-ext.properties file as well as the output of the patching-tool info command specific to the environment.

For shutdown/inoperable systems error tickets, in the event the system becomes shutdown or inoperable, please work through the following checklist and include the resulting information when you create a Help Center ticket:

  1. Check the application server logs, searching for error messages related to peripheral systems connection and verify they are up and running and reachable from the Liferay DXP servers.
  2. Because Liferay DXP works in cooperation with other systems, those too need to be checked such as, but not limited to:
    1. Database connections
    2. Search index servers (Elastic, Solr) connections,
    3. LDAP servers
    4. Web servers
  3. Lastly, check your infrastructure such as, but not limited to:
    1. Network settings,
    2. Physical servers,
    3. Memory allocation,
    4. Hard drives
    5. Firewall

If any of those systems or the infrastructure are malfunctioning, it is unlikely that Liferay DXP can operate normally, exhibiting different types of errors.

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