Required Data: Crash On Windows

Issue

The Jenkins process crashes

Required Data: Crash On Windows

This article describes how to collect the minimum required information for crash issues
on a CJP environment so that it can be efficiently troubleshooted. If the required data
is bigger than 20 MB you will not be able to use ZenDesk to upload all the information.
On this case we would like to encourage you to use our upload service
in order to attach all the required information. The upload service works best in
Chrome or Firefox.

Environment

  • CloudBees Jenkins Platform (CJP)

    • Operations Center (OC)
    • Client Master (CM)
  • Operating System: Windows

Required Data check list

[ ] approximate time frame of the issue
[ ] hs_err_pidXXXX.log (where XXXX is the pid of the process that crashed)
[ ] jenkins.err.log

Resolution

The Java Virtual Machine (JVM) will generate a hs_err_pidXXXX.log file and a Windows User-Dump file
in the event of a an actual JVM crash. The hs_err_pidXXXX.log file is normally written to the
working directory of the process or in the temporary directory for the operating system, unless the
-XX:ErrorFile="locationOfYourChoosing\hs_err_pid%p.log" Java parameter is set as recommended
in Prepare Jenkins for Support which will cause the file to be written to the location specified.
Please note that Windows User-Dump files have to be enabled as documented here. Windows User-Dump
files are applicaple to Windows Server 2008, Windows Vista with Service Pack 1 (SP1), and higher.
The Dump Type should be set to 2 for a full user-mode dump to be generated.

Please upload all of the files listed under the Required Data check list for review.

Please note that it is recommended to keep the version of Java 8 used by Jenkins at the most recent version
available to take advantage of the fixes it contains, which includes fixes for crashes in Java.

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