Issue

When Adobe ColdFusion freezes or hangs, the information pertinent to the issue is not always readily available.

Solution

Gather together runtime log files, web server connector logs, information about the JVM and JRun, enable metrics and generate thread dumps.

The most valuable information available regarding a frozen or hung ColdFusion process is only available at the time that the server is experiencing the condition: The following steps will assist in gathering relevant information:

  • Stop ColdFusion MX and clear out (backup) your log files under: cf_root\logs and cf_root\runtime\logs
  • Enable Metrics. See "ColdFusion MX: Enabling metrics logging" (TechNote tn_19120) for details.

Start ColdFusion MX from the command line. See "Debugging thread dumps and server problems in ColdFusion MX 6.1 and 7.0" (TechNote tn_18339) for details.

Next time the server hangs and while the server is hung, run 5 Stack traces, 30 seconds apart. See "Debugging thread dumps and server problems in ColdFusion MX 6.1 and 7.0" (TechNote tn_18339) for details.

In the mean time, the following information can provide preliminary troubleshooting information:

  • Settings Summary (bottom link in the Server Settings group of the ColdFusion Administrator), right-click in the main frame, do a "View Source", save the HTML source to a file ( the file may look empty, that's OK you have to scroll down to see the HTML).
  • cf_root/runtime/lib/wsconfig/wsconfig.log
  • If it exists, the most recent log from cf_root/runtime/lib/wsconfig/1/
  • Most recent set of logs from cf_root/logs/
  • Most recent set of CF logs from cf_root/runtime/logs/
  • If they exist, all hotspot log files in cf_root/runtime/logs/hs_*.log
  • cf_root/runtime/bin/jvm.config
  • cf_root/runtime/servers/default or coldfusion/SERVER-INF/jrun.xml the date and time of the last server hang.

After the server hangs, create an output file that contains the thread dump along with the logs above.

If you haven't already opened a support ticket with ColdFusion support, please do so using the following instructions:

If your zip file is larger than 5MB, please follow these instructions to upload your files to the our FTP site, otherwise attach it to an email, rename .zip to .adobe, and send it to your support consultant. If you FTP the file, notify the support consultant when the files have been uploaded and the names of the files. The file names in both cases should include the case number of your service request.

The instructions above are for ColdFusion 6.1, but also apply to 7, 8 and JRun 4. The folder structure may vary slightly depending on your installation parameters.

Additional Information

Debugging thread dumps and server problems in ColdFusion MX 6.1 and 7.0 (TechNote tn_18339)

ColdFusion MX: Enabling metrics logging (TechNote tn_19120)

FTP Information to upload files (https://www.adobe.com/support/crm_portal/ssi/ftpinfo.html)

For more specific information regarding troubleshooting JRun 4 issues, please refer to:

JRun 4: General troubleshooting techniques for an unresponsive JRun server (TechNote tn_18744)

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