Heap dump availability and request process in Adobe Experience Manager as a Cloud Service
This article explains why heap dumps may not be available for certain time periods in Adobe Experience Manager as a Cloud Service and describes how to request them when needed.
Description description
Environment
Adobe Experience Manager (AEM) as a Cloud Service (all versions)
Issue/Symptoms
- Heap dumps for a specific environment and time period are not available for download or review.
- No error messages are shown, but there is an expectation that heap dumps should exist for analysis.
Cause
Heap dumps are not generated automatically or on a scheduled basis in Adobe Experience Manager (AEM) as a Cloud Service. Heap dumps must be manually triggered by an authorized user or by Adobe Support during troubleshooting. If a heap dump was not manually generated during the requested time window, it will not exist for retrospective analysis.
Resolution resolution
To understand heap dump availability and request heap dump collection, follow these steps:
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Understand that heap dumps are only created manually in AEM as a Cloud Service environments. If a heap dump was not explicitly generated during the required time window, it will not be available.
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Contact Adobe Support to request heap dump collection during the relevant time window.
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When submitting your request, provide the following information:
- The specific environment (for example, Author or Publish)
- The time window during which the heap dump should be collected
- The reason for the request (for example, troubleshooting a memory issue)
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If heap dumps are not available for a past incident, consider requesting thread dumps or log files, which may be collected more frequently and could provide relevant diagnostic information.
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Follow Adobe Support instructions to access and download the heap dump after collection is confirmed.