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Following these guidelines will ensure timely response and effective issue resolution. Check Feedback for appropriate ways to contact us.

Info
  • if you have issue with your build logic, make sure it is a TeamCity-related issue (i.e. it does not reproduce in the same environment without TeamCity) and include details of your investigation
  • note the TeamCity version in use, including the build number (can be found in the footer and the teamcity-server.log). Consider checking if the issue is still relevant in the most recent TeamCity version;
  • do not create duplicate postingsupdate previous postings of yours on the topic instead of creating new ones, if you still do, create a duplicate make sure to note all previous postings on the same topic you have made or found;
  • do not combine several issues into one postingpost one issue per submission, post the most important issue first, or post several issues noting others if they are related;
  • note the pattern of issue occurrence (first time, recurring), how it was mitigated before, whether there were any recent environment changes;
  • be specific: note exact times, error messages, etc.;
  • describe the expected and actual behavior;
  • detail the related settings configured in TeamCity (include screenshots, settings files, actual values, REST API entity representations);
  • include related screenshots of the TeamCity UI (always include the entire page and the browser URL in the capture);
  • include related text messages as text (not as image), include the messages with all the details;
  • when reporting build procedure issues, try to reproduce them without TeamCity on the agent machine in the same environment and let us know the results;
  • do not include large portions (above 10Kb) of the textual data into the email text, rather attach it in a file;
  • attach/upload archive with TeamCity server logs (see details, ideally, the entire <server home>\logs directory with all the directories inside. If impractical, all the files updated around or later than the issue time); if related to the build-time or agent behavior, attach the entire <agent home>\logs directory and the build logs for the related build (downloaded via dedicated link from the build results);
  • for performance/slowness/delays issues, take a set of (10+ spread across the issue time) server or agent thread dumps during the issue occurrence and make sure to send us the dumps;
  • when sending files greater than 500Kb in size or more than three files, package them into a single archive;
  • when replacing/masking data in logs, note the replacements patterns used;
  • note if there is an anti-virus installed and if there is a network proxy or reverse proxy in front of the TeamCity server;
  • when relevant, note the OS, versions of any manually installed components like Java, the TeamCity distribution used (.exe, .tar.gz)
  • note any customizations/not standard environment settings;
  • list any non-bundled plugins installed;
  • if any, note the previous manual modifications of the TeamCity Data Directory or the database;
  • when suggesting an improvement or feature or asking for settings advice, detail why you need the feature and what the original goal you want to achieve is. Suggestions as to how you would like to see the feature are welcome too;
  • check the sections below for common cases and specific information to collect and send to us.

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