Support Handbook

General Questions For Any Issues

Questions to ask when providing support for any of the following issues.

What OS and version is the Mattermost server installed?

E.g.: Ubuntu 16.04, RHEL 7.1

What is your Mattermost server version?

E.g.: 4.2, 4.3

Are you experiencing the issues with the browser webapp, if so which one?

E.g.: Chrome, Firefox, Edge

Are you experiencing the issues with the Mattermost Desktop App, if so what version and OS?

E.g.: App version 3.6 on Mac, App version 3.7.1 on Windows

Are you experiencing the issues with the Mattermost Mobile App, if so what version and OS?

E.g.: App version 1.2 on iOS, App version 1.3 on Android

Can you send a snippet of the Mattermost server logs around the time of the incident?

Typically located in /opt/mattermost/logs.

Are you running Mattermost in a container and/or using container orchestration?

E.g.: Docker and Kubernetes, Docker and Cloud Foundry

Mattermost Is Not Working / The Server Keeps Dying

Questions to ask when dealing with general complaints along the lines of “Mattermost is not working” or “the server keeps dying”. See the previous section if you have not yet established from the information provided by the customer that the server is the likely issue.

Check the status of the server process

Assuming the customer has followed our Linux setup guide, there will be a systemd service called mattermost.service on their server. You can check the status of this process with:

sudo systemctl status mattermost.service

If the service is not running, and the status is not failed, instruct them to run:

sudo systemctl enable mattermost.service
sudo systemctl start mattermost.service

Mattermost is not running after a reboot

Many people miss the step in the setup guide that enables the systemd unit file for Mattermost. Rectify this with the following commands, and ask the customer to reboot to verify it is working.

sudo systemctl enable mattermost.service
sudo systemctl start mattermost.service

Check the Mattermost logs

Ask the customer to share the contents of mattermost.log from the logs directory of their Mattermost installation in order to look for any indications why Mattermost has stopped running.

Check the system logs

Often, the reason for Mattermost being reported as “randomly dying” is running out of memory. Ask the customer to send the results of the following command to inspect for evidence of OOM.

sudo journalctl -u mattermost.service

If the OOM killer is the problem, suggest they use a machine with more RAM. If they already have plenty of RAM for the load they are experiencing, this may indicate a bug in the Mattermost server.

Database Issues

Questions to ask when providing support for database issues.

IMPORTANT: Before asking for any database queries to be run, suggest a back-up is completed to prevent accidental data loss or corruption.

PostgreSQL or MySQL?

Find out which database they are using. We only support PostgreSQL and MySQL currently.

If they’re using Amazon Aurora MySQL, and their issue seems like a race condition, it might be due to the multi-region lag that Aurora can have. If this is the case there may be a race in code we need to fix. @christopher will know more.

What is the database version?

Make sure it’s a version we support. If we don’t support it, ask them to use a version we do support.

Read replicas?

Check if they have any read replicas set up. If these are misconfigured, it could be the source of some issues, such as rows not being propagated to the replicas and looking like missing/old data to a user.

If the read replicas are not being used, make sure they have an enterprise license uploaded.

Connection errors?

If their Mattermost server is unable to connect to the database, make sure the connection string being used is correct. It could also be a networking issue where the database isn’t on the same network or the right ports are not open.

Other

If they are receiving a specific error from the database, try using that to troubleshoot the issue.

WebSocket Issues

Can you send us the following Mattermost server configuration settings?

ServiceSettings.SiteURL, ServiceSettings.ListenAddress, ServiceSettings.AllowCorsFrom, ServiceSettings.WebsocketSecurePort, ServiceSettings.WebsocketPort Typically found in /opt/mattermost/config/config.json

Can you send us your Nginx configuration files?

Typically found in /etc/nginx/nginx.conf and /etc/nginx/sites-available/mattermost

Can you send us a snippet of your Nginx error logs around the time of the incident?

Typically found in /var/log/nginx/error.log

LDAP Issues

Attach your LDAP settings from config.json.

The username/password should be removed.

What AD/LDAP server and version are you using?

E.g.: Active Directory on Windows Server 2016.

Are there any LDAP errors in the logs?

Is there a limit on the number of users the LDAP server can return in a single query? If so, have you set the Maximum Page Size in Mattermost?

Many LDAP servers have an upper limit on the number of users returned, so they might be hitting that limit. An error will appear in the logs usually informing of this case, but it’s good to try anyway.

Can you send an example user from you system?

ldapsearch command format is preferred.

Is the server properly licensed?

Check the licensing page in the system console.

TLS/SSL Issues

Are you using a proxy or the built in TLS support?

Are there any errors in the Mattermost logs?

Send us your config.json.

Send your proxy configuration if you are using one.

Have you followed one of the setup guides?

GitLab Issues

General Questions

  1. Have they set up Mattermost on its own, or are they using GitLab Omnibus?
  2. If using GitLab Omnibus, what version of it do they have?
  3. If using GitLab Omnibus, Can they send us the Mattermost section of their gitlab.rb (found in /etc/gitlab/gitlab.rb) and their config.json (found in /var/opt/gitlab/mattermost/config.json)?

Connection issues

  1. If they try to access Mattermost and receive a “took too long to respond” error page, they should check to confirm that their mattermost_external_url is set correctly in their gitlab.rb. Then, they should run gitlab-ctl reconfigure.
  2. If they try to access Mattermost and receive a 502 error, their mattermost_external_url is set correctly, but their Mattermost instance does not appear to be running. They should then:
    1. Run gitlab-ctl status mattermost to see if Mattermost is running.
    2. Check the logs to see if something is preventing Mattermost from starting. They can do this by running gitlab-ctl tail mattermost and using gitlab-ctl restart mattermost to attempt to start Mattermost.

Login issues

  1. Are they seeing any error messages when they try to log in? If so, what error messages are they seeing, and can they send us a screenshot?
  2. Does anything appear in the Mattermost logs when they try to log in? They can see these by running gitlab-ctl tail mattermost.

Other debugging information

Useful commands (may need to be run with sudo):

  • gitlab-ctl reconfigure - Update config.json and other configuration files, then restart all services (including Mattermost).
  • gitlab-ctl <stop/start/restart> mattermost - Stop/start/restart Mattermost.
  • gitlab-ctl status mattermost - Check if Mattermost is running. The message printed will start with run if it’s running or down if it’s not.
  • gitlab-ctl tail mattermost - Watch all Mattermost log files. Press Ctrl+C to exit.
  • gitlab-ctl <stop/start/restart/status/tail> <nginx/postgresql/redis/etc> - Control, view status, or view logs of a different service.
  • sudo gitlab-psql -d mattermost_production - Access the embedded Mattermost database

File locations:

  • Configuration files are located at /etc/gitlab/gitlab.rb and /var/opt/gitlab/mattermost/config.json.
  • Log files are located in /var/log/gitlab. Mattermost’s current logs in particular are in /var/log/gitlab/mattermost. The current log is named current with older ones being named mattermost.log or mattermost.logmattermost.log.
  • The default data directory is /var/opt/gitlab/mattermost/data.
  • Other Mattermost resources (i18n, email templates, webapp code, etc) are located in /opt/gitlab/embedded/service/mattermost.