Support Request Checklist
Before submitting a support request, it’s a good idea to run through this checklist so that we can help you as quickly and efficiently as possible.
If your server is not reachable
Check to see if the server responds to web, SSH, or ping requests.
If your server is not responding at all, please submit a new request. We will investigate and get you back online as quickly as possible.
If you cannot SSH to your server, but it does respond to web or ping requests then your server has probably run Out Of Memory and killed sshd. Submit a new support request along with your deploy password. We will restart the service for you.
If your application does not show up in your browser but you can log in through SSH, check your application and mongrel logs to be sure everything is started properly. Try restarting Apache and your Mongrel cluster with Capistrano.
cap app:restart web:restartAlso, check the output of dmesg on the server to see if your server has run Out Of Memory and killed mongrels or http workers.
Application problems
The first place to check is your production and mongrel logs. These will be located in /var/www/apps/your_app/shared/log
cd /var/www/apps/my_app/shared/log
tail -n 200 production.log
cat mongrel.8000.log #check the logs for each mongrel instance
Check any errors you see in these files. It may be that you forgot to install a gem required by your application.
If you are getting an error message but aren’t sure what it means, try searching for it in this wiki. If that fails, try googling it. More than likely someone else has run into the exact same problem and this will help you fix it even faster than putting in a support request. If you do need to put in a support request, let us know what you’ve tried so far and what errors you might have found.