{"id":1271,"date":"2024-07-05T17:38:03","date_gmt":"2024-07-05T12:08:03","guid":{"rendered":"https:\/\/www.techandtrain.com\/blog\/?p=1271"},"modified":"2026-08-16T04:33:32","modified_gmt":"2026-08-15T23:03:32","slug":"pointers-to-work-with-product-support-at-liferay-part-1","status":"publish","type":"post","link":"https:\/\/www.techandtrain.com\/blog\/2024\/07\/pointers-to-work-with-product-support-at-liferay-part-1\/","title":{"rendered":"Pointers to work with product support at Liferay &#8211; Part 1"},"content":{"rendered":"\n<p id=\"ember29941\" class=\"wp-block-paragraph\">Below pointers may help when working with Liferay support to cut response times:<\/p>\n\n\n\n<p id=\"ember29942\" class=\"wp-block-paragraph\">1. How is the vanilla product behaving for your problem area?<\/p>\n\n\n\n<p id=\"ember29943\" class=\"wp-block-paragraph\">2. What are the relevant database tables, source code and configurations saying? Discuss about this early on the ticket<\/p>\n\n\n\n<p id=\"ember29944\" class=\"wp-block-paragraph\">3. Attach any video of the problem that you might have?<\/p>\n\n\n\n<p id=\"ember29945\" class=\"wp-block-paragraph\">4. Have you checked whether it&#8217;s truly a Liferay issue or an issue with the environment and ecosystem around it like web server, CDN, WAF and so on. These details should also go on the ticket.<\/p>\n\n\n\n<p id=\"ember29946\" class=\"wp-block-paragraph\">5. Are your logs verbose enough? If not, did you enable detailed logging via control panel.<\/p>\n\n\n\n<p id=\"ember29947\" class=\"wp-block-paragraph\">6. Have you scanned logs of Liferay, Elastic Search, Database, Web server, etc. What errors are being thrown?<\/p>\n\n\n\n<p id=\"ember29948\" class=\"wp-block-paragraph\">7. Did you check thread &amp; heap dump, CPU, Memory, etc.? It will help in certain related situations.<\/p>\n\n\n\n<p id=\"ember29949\" class=\"wp-block-paragraph\">8. Do you have Glowroot enabled? What is it saying about errors, slow traces, JVM, etc.?<\/p>\n\n\n\n<p id=\"ember29950\" class=\"wp-block-paragraph\">9. Are all systems online like File Store, Elastic Search, Database, Web Server, WAF, CDN, etc.<\/p>\n\n\n\n<p id=\"ember29951\" class=\"wp-block-paragraph\">10. Ultimately problems will be either in the product as a feature \/ bug, database, configurations or the ecosystem or similar logical areas. Isolating these early definitely helps.<\/p>\n\n\n\n<p id=\"ember29952\" class=\"wp-block-paragraph\">11. Have you checked Liferay Learn, Liferay Blogs, Liferay Forums and Liferay Help Center plus Customer portal for similar problems \/ articles?<\/p>\n\n\n\n<p id=\"ember29953\" class=\"wp-block-paragraph\">12. Are you at the latest minor patch version for your major release?<\/p>\n\n\n\n<p id=\"ember29954\" class=\"wp-block-paragraph\">13. Are your customizations confirming to Liferay &amp; Java official processes?<\/p>\n\n\n\n<p id=\"ember29955\" class=\"wp-block-paragraph\">14. Are you compliant to Liferay support matrix?<\/p>\n\n\n\n<p id=\"ember29956\" class=\"wp-block-paragraph\">Having a holistic debugging view like above can help support cut through lot of unnecessary iterations.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li class=\"\">Website: <a href=\"http:\/\/www.harwanisystems.in\/\"><strong>www.HarwaniSystems.in<\/strong><\/a><\/li>\n\n\n\n<li class=\"\">Blog: <a href=\"http:\/\/www.techandtrain.com\/blog\"><strong>www.TechAndTrain.com\/blog<\/strong><\/a><\/li>\n\n\n\n<li class=\"\">LinkedIn: <a href=\"https:\/\/www.linkedin.com\/in\/neil27\/\"><strong>Neil Harwani | LinkedIn<\/strong><\/a><\/li>\n\n\n\n<li class=\"\">Email: <a href=\"mailto:Neil@HarwaniSystems.in\">Neil@HarwaniSystems.in<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Below pointers may help when working with Liferay support to cut response times: 1. How is the vanilla product behaving for your problem area? 2. What are the relevant database tables, source code and configurations saying? Discuss about this early on the ticket 3. Attach any video of the problem that you might have? 4. &hellip; <a href=\"https:\/\/www.techandtrain.com\/blog\/2024\/07\/pointers-to-work-with-product-support-at-liferay-part-1\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Pointers to work with product support at Liferay &#8211; Part 1<\/span> <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":1272,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"nfd_image_url":"","nfd_onboarding_generated":"","footnotes":""},"categories":[192],"tags":[200,378,379],"class_list":["post-1271","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-liferay","tag-liferay","tag-liferay-support","tag-support"],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p7do02-kv","jetpack-related-posts":[{"id":1030,"url":"https:\/\/www.techandtrain.com\/blog\/2023\/02\/how-to-debug-liferay-some-pointers-part-1\/","url_meta":{"origin":1271,"position":0},"title":"How to debug Liferay? &#8211; Some pointers &#8211; Part 1","author":"Neil Harwani","date":"February 19, 2023","format":false,"excerpt":"How to debug Liferay? Some pointers. - Part 1. Many a times, we only check at specific places and forget other areas while debugging. This small blog acts as a checklist to check and debug Liferay. Look at installing and using GLOWROOT Check the slow traces \/ web transactions \/\u2026","rel":"","context":"In &quot;Liferay&quot;","block_context":{"text":"Liferay","link":"https:\/\/www.techandtrain.com\/blog\/category\/liferay\/"},"img":{"alt_text":"Credit: www.Pixabay.com","src":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/02\/tool-gf2582e850_1280.png?fit=1200%2C1200&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/02\/tool-gf2582e850_1280.png?fit=1200%2C1200&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/02\/tool-gf2582e850_1280.png?fit=1200%2C1200&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/02\/tool-gf2582e850_1280.png?fit=1200%2C1200&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/02\/tool-gf2582e850_1280.png?fit=1200%2C1200&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":1248,"url":"https:\/\/www.techandtrain.com\/blog\/2024\/04\/how-to-debug-liferay-some-pointers-part-2\/","url_meta":{"origin":1271,"position":1},"title":"How to debug Liferay? &#8211; Some pointers &#8211; Part 2","author":"Neil Harwani","date":"April 13, 2024","format":false,"excerpt":"Practical tips to debug Liferay - further to my two earlier posts: How to debug Liferay when nothing is printed in logs and there is a problem? - ChatGPT & BARD Generated | LinkedIn How to debug Liferay? - Some pointers - Part 1 | LinkedIn Setup automated heap dumps\u2026","rel":"","context":"In &quot;Liferay&quot;","block_context":{"text":"Liferay","link":"https:\/\/www.techandtrain.com\/blog\/category\/liferay\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2024\/04\/Debug.png?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2024\/04\/Debug.png?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2024\/04\/Debug.png?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2024\/04\/Debug.png?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2024\/04\/Debug.png?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":1125,"url":"https:\/\/www.techandtrain.com\/blog\/2023\/09\/performance-tuning-in-liferay-part-1\/","url_meta":{"origin":1271,"position":2},"title":"Performance tuning in Liferay &#8211; Part 1","author":"Neil Harwani","date":"September 1, 2023","format":false,"excerpt":"Expanding on my post here on performance tuning:\u00a0Post | Feed | LinkedIn Below are the main points to work on for a performance tuning engagement in Liferay - Part 1. Firstly, we need to find out what is slow: Database, service calls, elastic search, memory is an issue, threads are\u2026","rel":"","context":"In &quot;Liferay&quot;","block_context":{"text":"Liferay","link":"https:\/\/www.techandtrain.com\/blog\/category\/liferay\/"},"img":{"alt_text":"Credits: www.Pixabay.com","src":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/09\/Ferrari.jpg?fit=1200%2C821&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/09\/Ferrari.jpg?fit=1200%2C821&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/09\/Ferrari.jpg?fit=1200%2C821&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/09\/Ferrari.jpg?fit=1200%2C821&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/09\/Ferrari.jpg?fit=1200%2C821&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":1121,"url":"https:\/\/www.techandtrain.com\/blog\/2023\/08\/glowroot-resources-part-1\/","url_meta":{"origin":1271,"position":3},"title":"Glowroot resources &#8211; Part 1","author":"Neil Harwani","date":"August 26, 2023","format":false,"excerpt":"Here are some good Glowroot resources - Part 1. Glowroot is a lightweight, Open source Java APM. Resources \/ links \/ blogs here provide details on how to install Glowroot, what are its two deployment types, how to instrument Liferay with it, how to monitor Liferay during upgrade with Glowroot\u2026","rel":"","context":"In &quot;APM&quot;","block_context":{"text":"APM","link":"https:\/\/www.techandtrain.com\/blog\/category\/apm\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1018,"url":"https:\/\/www.techandtrain.com\/blog\/2023\/01\/links-on-important-technical-concepts-of-liferay-part-1\/","url_meta":{"origin":1271,"position":4},"title":"Links on important technical concepts of Liferay &#8211; Part 1","author":"Neil Harwani","date":"January 25, 2023","format":false,"excerpt":"Here are some links on important technical concepts of Liferay - Part 1. Hope this is helpful to all using and learning Liferay. Clustering:\u00a0Liferay DXP Clustering \u2013 Liferay Help Center Upgrade:\u00a0Upgrade Basics \u2014 Liferay Learn LXC:\u00a0Liferay Experience Cloud \u2013 Liferay Help Center Search:\u00a0Search Overview \u2014 Liferay Learn Architecture:\u00a0Introduction to Architecture\u2026","rel":"","context":"In &quot;Liferay&quot;","block_context":{"text":"Liferay","link":"https:\/\/www.techandtrain.com\/blog\/category\/liferay\/"},"img":{"alt_text":"Credit: www.Pixabay.com","src":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/01\/door-g5a9b513f9_1920.jpg?fit=1200%2C944&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/01\/door-g5a9b513f9_1920.jpg?fit=1200%2C944&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/01\/door-g5a9b513f9_1920.jpg?fit=1200%2C944&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/01\/door-g5a9b513f9_1920.jpg?fit=1200%2C944&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/01\/door-g5a9b513f9_1920.jpg?fit=1200%2C944&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":1151,"url":"https:\/\/www.techandtrain.com\/blog\/2023\/10\/security-cookie-links-www-liferay-com-part-1\/","url_meta":{"origin":1271,"position":5},"title":"Security &amp; Cookie links @ www.Liferay.com &#8211; Part 1","author":"Neil Harwani","date":"October 20, 2023","format":false,"excerpt":"List of Liferay security & cookie related links which includes Cookies, XSS, CSRF, OWASP, CORS, SSO, IAM, Service Action Policies and more: Known vulnerabilities:\u00a0Known Vulnerabilities - Liferay Security statement:\u00a0Security Statement | Liferay LXC Cloud security:\u00a0DXP Cloud Security | Liferay Securing Liferay page:\u00a0Securing Liferay - Liferay Learn Help center DXP 7.0:\u00a0Liferay\u2026","rel":"","context":"In &quot;Liferay&quot;","block_context":{"text":"Liferay","link":"https:\/\/www.techandtrain.com\/blog\/category\/liferay\/"},"img":{"alt_text":"Credits: www.Pixabay.com","src":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/10\/Safe.jpg?fit=1200%2C1043&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/10\/Safe.jpg?fit=1200%2C1043&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/10\/Safe.jpg?fit=1200%2C1043&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/10\/Safe.jpg?fit=1200%2C1043&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2023\/10\/Safe.jpg?fit=1200%2C1043&ssl=1&resize=1050%2C600 3x"},"classes":[]}],"jetpack_likes_enabled":true,"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.techandtrain.com\/blog\/wp-content\/uploads\/2024\/07\/Support.png?fit=1277%2C720&ssl=1","_links":{"self":[{"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/posts\/1271","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/comments?post=1271"}],"version-history":[{"count":3,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/posts\/1271\/revisions"}],"predecessor-version":[{"id":1708,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/posts\/1271\/revisions\/1708"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/media\/1272"}],"wp:attachment":[{"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/media?parent=1271"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/categories?post=1271"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.techandtrain.com\/blog\/wp-json\/wp\/v2\/tags?post=1271"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}