|
| 1 | +--- |
| 2 | +myst: |
| 3 | + html_meta: |
| 4 | + "description": "" |
| 5 | + "property=og:description": "" |
| 6 | + "property=og:title": "" |
| 7 | + "keywords": "" |
| 8 | +--- |
| 9 | + |
| 10 | +# Troubleshooting |
| 11 | + |
| 12 | +```{admonition} Description |
| 13 | +What to do when a problem occurs during a Plone upgrade. |
| 14 | +``` |
| 15 | + |
| 16 | +When a problem occurs during the migration we recommend that you take the following steps. |
| 17 | + |
| 18 | +## Check the log files |
| 19 | + |
| 20 | +When a site error occurs, or Zope fails to start, there's probably an informative error message in Zope's log files. |
| 21 | +Locate [these log files](https://plone.org/documentation/faq/plone-logs) and inspect instance.log. |
| 22 | +Ignore irrelevant warnings and search for words such as error, exception and traceback (case-insensitive). |
| 23 | + |
| 24 | +When Zope doesn't start and there's no useful information in the log file, you can start Zope interactively and watch for error messages in the output:: |
| 25 | + |
| 26 | +``` |
| 27 | +bin/instance fg |
| 28 | +``` |
| 29 | + |
| 30 | +You may be able to find more information on the error messages in: |
| 31 | + |
| 32 | +- the {doc}`Version-specific migration tips </manage/upgrading/version_specific_migration/index>` for your version of Plone |
| 33 | +- the {doc}`Error References </appendices/error-reference>` |
| 34 | + |
| 35 | +## Test without customizations |
| 36 | + |
| 37 | +When you have customized page templates or Python scripts, your changes may interfere with changes in the new version of Plone. |
| 38 | +It's important to rule out this possibility, since your customizations are unique to your site and no one on the planet will be able to help you solve it. |
| 39 | + |
| 40 | +Temporarily remove your customizations, for example by removing your layers from portal_skins, or by removing files from these layers on the file system. |
| 41 | +If the problem disappears, you'll need to double-check your customizations. |
| 42 | +It's usually best to copy the original files of the new version of Plone to your skin, and re-customize those. |
| 43 | + |
| 44 | +## Test without products |
| 45 | + |
| 46 | +Bugs or compatibility problems in products that you have installed may cause problems in Plone. |
| 47 | +Go to Site Setup > Add/Remove Products and remove (uninstall) all product that are not distributed with Plone. |
| 48 | +Remove the uninstalled products from the Products directory of your Zope instance. |
| 49 | + |
| 50 | +If the problem disappears, you'll need to doublecheck the offending product: |
| 51 | + |
| 52 | +- Does it support the new version of Plone, Zope and Python? |
| 53 | + Check the product's README.txt or other informational files or pages. |
| 54 | +- Does the product require any additional migration procedures? |
| 55 | + Check the product's INSTALL.txt, UPGRADE.txt or other informational files or pages. |
| 56 | +- Does the product install properly? Re-install it and check the install log. |
| 57 | + |
| 58 | +## Test with a fresh Plone instance |
| 59 | + |
| 60 | +Create a new Plone site with your new version of Plone. |
| 61 | +You don't need a new Zope instance, since you can add another Plone site in the root of Zope. |
| 62 | +If the problem does not occur in a fresh site, the cause of your problem is most likely a customization, an installed product or content that was not migrated properly. |
| 63 | + |
| 64 | +## Make the problem reproducible |
| 65 | + |
| 66 | +Before you go out and {doc}`ask for help </askforhelp>`, you should be able to describe your problem in such a way that others can reproduce it in their environment. |
| 67 | + |
| 68 | +Reduce the problem to the smallest possible domain. |
| 69 | +Eliminate products and customizations that are not part of the problem. |
| 70 | +This makes it easier for others to reproduce the problem and it increases your chances of meeting others with the same problem or even a solution. |
| 71 | +The more complex your story is, the more likely that it is unique to your situation and in-penetrable to others. |
| 72 | + |
| 73 | +## Ask for help |
| 74 | + |
| 75 | +{doc}`Ask for help </askforhelp>` in the [Plone support channels](https://plone.org/support). Be sure to: |
| 76 | + |
| 77 | +- Provide relevant source code for your customizations that are part of the problem. |
| 78 | +- Describe the exact configuration, software versions, migration history, error messages and so on. |
| 79 | + |
| 80 | +## Report a bug |
| 81 | + |
| 82 | +Once you have investigated, analyzed, identified and confirmed the cause of your problem and you are convinced it's a bug (rather than an X-file), go to the appropriate bug tracker and report it: |
| 83 | + |
| 84 | +- Products: the README usually tells how to report bugs |
| 85 | +- [Plone Issue Tracker](https://github.com/plone/Products.CMFPlone/issues) |
| 86 | + |
| 87 | +Do not use the bug trackers to ask for help. |
| 88 | +First analyze your problem and assert that it's a bug before you report it. |
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