How to work with Qlik Support and troubleshoot Qlik Products: Identifying the issue and basics to get started

Sonja_Bauernfeind — Wed, 15 Dec 2021 08:24:17 GMT

Step 1: Gather Information

Identify the problem based on the 5 W's:

Who
What
When
Where
Why

These should lead to answers to the following:

Symptoms (Error messages, Behaviour). See Error and Warning messages in the Qlik Product
How many users are affected?
What is the expected behaviour, but what actually happens?
When did it start happening?
Where in the system is the error seen? (Client side, Server side...)
When is it triggered, what user action/system action causes it? (Trigger reload, user clicks on an object in a document...)
What parts of the environment are included in the problem (End user and direct document on client / end user through reverse proxy or load balancer to Qlik WebServer / etc..)
Gather the relevant log and har files, comparing those showing the issue and those without. (ex. successful reload and unsuccessful reload of the same document). For log file locations, please see the individual product documentation.

To move on to Step 2, the following is necessary:

Clear understanding of the symptoms
Clear picture of the error with a clearly displayed message
Correct log and har files are gathered and reviewed to find additional error messages not displayed directly to the end user
If reproducible, clear steps describing how to replicate the issue

Step 2: Research

Based on Error messages and behaviour, review information already available on:

Public Qlik Article Knowledge base

Find existing errors as well as references to bugs and problem behaviours.

! Search separately based on Symptoms and Error messages previously gathered for the best results.

The search expands not only across our knowledge database but also the community and helps the site.

Qlik Community

Interact with our active community or search more specifically to see if someone has encountered your issue before. Use the community to both searches existing information and post new scenarios.

Qlik Help

In case of configuration problems, ensure that the setup follows the recommendations and best practices listed there.

Example for multi-node environments include "Do we have all the necessary ports open?" A list for those can be found on our Help.

Third-Party Vendors / Resources

Important if 3rd party software is interacting with the Qlik software.
Example: A connection cannot be established with Qlik Sense through a reverse proxy. But eliminating the reverse proxy allows for a connection. This can point to the reverse proxy not supporting Websockets.

Additional Content

Additional troubleshooting articles for the specific products and most common issues can be found in the Qlik Article Database. Below are a few useful links (Portal access may be required).

Should none of the troubleshooting steps help with solving the issue, feel free to open a support case after gathering the required information (for SaaS cases also check this link)

article How to work with Qlik Support and troubleshoot Qlik Products: Identifying the issue and basics to get started in Official Support Articles