Pentaho Support
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In order to assist us in addressing your inquiry or concern promptly and effectively, please be prepared to provide the following information:
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What information is required?
If asking a question, please provide:
A description of what you are trying to achieve.
Configuration details regarding the Pentaho Suite and the affected environment/version.
If applicable, outline the steps you have already taken to either:
Consult support articles or the Pentaho Product Documentation - please provide the exact URL.
Attempt to replicate the scenario.
If reporting an issue with the product, in addition to the above, please provide:
Symptoms experienced and, if applicable, the exact error message(s).
Log files or other supporting documentation - For Pentaho, we recommend utilizing our Support Utility.
What changes have occurred that may have led to this condition?
Does the condition occur intermittently or every time a specific action is executed?
When did the condition first manifest?
If applicable, what steps have you taken to isolate and/or resolve the issue? What were the outcomes?
Impact on your business operations.
A screenshot or video can be worth a thousand words…
While detailed descriptions are incredibly useful for troubleshooting or addressing your question, a screenshot or video can be even more effective in helping us understand or replicate your issue.
The Pentaho Support Utility collects environment and configuration details into a single zip file that you can attach to your support ticket. This gives the support team immediate access to the background information they need to diagnose and resolve your issue, reducing back-and-forth requests for additional files and minimizing the time you spend gathering data.
The utility is supported on Pentaho versions 7.x, 8.x, 9.x, and 10.x. For a complete list of supported software and hardware, refer to the Components Reference in Pentaho Documentation.
Three tools are available for running the utility:
Pentaho Server Plugin: provides a UI within the Pentaho Server to gather information from the currently running server instance.
Pentaho Data Integration Plugin: operates within Spoon to collect details from your PDI environment.
Command Line Utility: offers a standalone option for gathering information from either the Pentaho Server or PDI without requiring a running application.
The server and PDI plugins are the preferred methods for running the utility. Use the command line tool only when Pentaho fails to start or when organizational policies prohibit plugin installation.
If any individual collector fails during execution, the remaining collectors will continue to run and the resulting report will still provide value to the support team. You can identify failed collectors by reviewing the utility logs or checking for .failed files within the output zip.
Some collected files and configuration details may contain passwords. While the utility attempts to remove all passwords during collection, Pentaho cannot guarantee complete removal in every case - particularly for files such as kettle.properties.
Download the Pentaho Support Utility.
Select Pentaho Product:
To install the Pentaho Server Plugin:
Download:
pentaho-support-utility-server-plugin.zipfile.Unzip this file to:
pentaho-server/pentaho-solutions/system.
If needed, configure the password removal regular expression.
Restart the Pentaho Server.
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