Before Talend's Support team can provide assistance, you must register for Support and create a Support case.
Link your username to a Support account: https://www.talend.com/communityregistration/
To create a case, log in to the Support Portal: https://www.talend.com/services/technical-support/
In order for Talend Support to process your case in a timely manner, be sure to provide:
Talend Support needs the logs associated with the tool or application where the issue is spawning from.
For example, if a Job will not generate on the Talend Administration Center, you will need to supply both the TAC logs and the CommandLine logs for Support to troubleshoot the issue, as TAC utilizes the CommandLine to generate Jobs.
The JobServer log files are in the JobServer installation path with the name jobserver.log:
The CommandLine files are in the cmdline installation path with the name .log:
Click the Download Log button from the top of the Configuration pane on the right.
Alternatively, the logs are saved to the TAC local disk based on the Logs/Log4j Technical file appender setting.
For version 6.2 and higher, the Studio logs can be gathered as follows:
For versions 6.1 and prior, the Studio log file will be located at:
Or if the Studio connection window does not even appear:
talend_installation_folder\studio\configuration\124345433323.log (or some similar name)
Location of logs is set at: \tac\apache-tomcat\webapps\org.talend.repositorymanager\WEB-INF\classes
Default value: \tmp\Talend\repomanager\TIS_repository_manager.log
To allow Support to accurately and efficiently troubleshoot your case, they will need to know your environment details while researching for existing bugs or features.
This is reserved for situations where the software is completely unusable in a production environment.
Select this when the use of the software is significantly degraded, for example if an error is preventing a team from moving forward with development.
Select this for a non-critical loss of software functionality, for example if you receive an error but it has a current workaround and business can continue as usual.
Select this for general usage questions or cosmetic issues that have no impact or don't prevent the software from functioning.
Talend's Support Statements page describes our expected response times, along with other useful information. Locate the correct license type, severity type, and region that applies to you: https://www.talend.com/support/support-statements/
You are encouraged to search these locations, as they may contain a resolution for your current issue or question: