Get help
Write to contact@guardioz.com. This page lists what to put in the message so that we do not have to ask for more details, and what to keep on your own server.
Before you write
Section titled “Before you write”Many problems have a fix on one of the troubleshooting pages, and each entry starts from what you see on the screen.
- Installation problems covers the installer and the setup page.
- Agent and data problems covers a server that sends no data, an error in the agent log, and a value that reads not measured.
- Sign-in and email problems covers the confirmation email, a refused sign-in and the password reset.
- Update and removal problems covers the update script and what stays behind after a removal.
When a sign-in answers This account is disabled. Contact us to have it reopened., write to
contact@guardioz.com from the address of the account.
What to include every time
Section titled “What to include every time”- What you did, what you expected, and what happened instead.
- The message you saw, copied as text. A message in a picture cannot be searched.
- The name of the server in Guardioz, when the problem is about one server.
- The operating system and its version, and the PostgreSQL version of that server.
- When it happened, with the time zone.
The agent has no command that prints its version. Tell us instead when you installed the agent on that server, and whether you have updated it since.
What to add, by kind of problem
Section titled “What to add, by kind of problem”| The problem | What to add |
|---|---|
| The installation stopped | The output of the installer from your terminal, from the first line it printed to the last. Leave out the install command itself, or remove everything after ?token= in it. |
| A registered server sends no data | The last 50 lines of the agent log, and whether the service runs. Both are in Manage the agent service. |
| The update script stopped | The output of the update command, and which of the agent services came back. |
| A finding looks wrong | The address of the page in your browser, and the values that the page shows. |
| Sign-in or email | The address of the account, and the message that the page showed. |
What never to send
Section titled “What never to send”Keep the following on your server:
- Passwords. The password of the monitoring role, and your own Guardioz password. We never ask for a password.
- The collector key of a server.
- The agent configuration file as it is. The file for the instance on port 5432 is
/etc/guardioz-agent/config-5432.yaml, and it carries both secrets. Send the lines from the agent log instead. See Agent configuration. - The install command with its token. The token registers a server in your organization. Send
the command only with the token removed: delete everything after
?token=. - Rows from your tables. Guardioz works from PostgreSQL’s own statistics, and we never need your data to answer a question.
Read one output before you paste it. When the agent stops at start because of its configuration file, it writes several lines of Python output, and those lines can quote a line of that file. Read what you copied, and remove any key or password before you send it.
After you write
Section titled “After you write”Write from the email address of your Guardioz account, so that we can find your account and act on your request. Leave the agent installed and running while you wait: it keeps collecting, so the newest snapshots are there when we look at the problem. When something changes on that server in the meantime, write it in the same thread.