We provide a remote support model which is designed to help customers get a quick resolution to a range of CF / web application related problems. We often use the results and reporting information from FusionReactor to assist us in isolating specific problems.

This page provides details on which ColdFusion / FusionReactor log files you could send along to help us begin analysis of your situation before needing to take your time in a phone call and/or shared desktop session.

If possible, please send all the log files from the following directories. If you look closely in your log directories, some log files are rotated after they grow to a certain size. You don’t need to send along those created more than the last day or so. If you find that you can’t send along all the files in one email, you may be able to break it into a couple of mails. Or send along the least you reasonably can and we can discuss ways to access the rest otherwise.

ColdFusion 6, 7 8 & 9 logs and runtime logs

1. If running the standalone version of ColdFusion:
   • [coldfusion]\logs\
   • [coldfusion]\runtime\logs\ (where [coldfusion] is your ColdFusion install folder)
2. or if running the multiserver/multiinstance configuration of CF:
   • \JRun4\logs\
   • \JRun4\servers\[instance]\cfusion-ear\cfusion-war\WEB-INF\cfusion\logs\ (where [instance] is the instancename of the server in question)

ColdFusion 10, 11, 2016 & 2018 logs

• [coldfusion]\[instance]\logs\ (where [coldfusion] is your ColdFusion install folder and [instance] is the instance name, often “cfusion”)

FusionReactor logs

• FusionReactor\instance\[FRInstanceName]\archive\ (where [FRInstanceName] represents the FusionReactor instance name for the server in question) – for example “cfusion.cfmx10.someserver” or “cfusion.jrun4.someserver”, however you chose to name your servers when installing FusionReactor into them. Note there may be multiple FR instances setup for the CF servers/instances installed on this machine. The logs are typically split into hourly

Additionally if you’re able to observe the problem occurring, then could you please send the following:

• Use the FusionReactor Resources > Threads > Strack Trace All option when the problem is happening, and copy the page contents into an email.
• Finally (if possible), could you take a screen shot of the FusionReactor CPU and Memory graphs when the problem occurs? That can speed analysis of the issue. If it’s too much trouble, don’t worry. The graphs are in Resource > Memory Heap and Resources > CPU Graph. To take a screenshot, hit the PrntScrn key on your keyboard (often near numlock and pause), then paste the result (use the keystroke Ctrl-V) into an HTML email, Word document or similar.