[#198021] Your support inquiry @jfrog.com

[JFrog Support]

Hello,

Thank you for contacting JFrog Support.
Your contact information is not registered in our system. In order for us to help you please provide your company's subscription details (License key / Server name) and which team you belong to.

If this is an emergency or is related to a critical issue/blocker, please reply to this email and one of our Customer Care Specialists will be happy to assist.

The JFrog Team





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[JFrog Support]

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[Damien Duportal]

Hello dear JFrog support,

A gentle reminder about the email below from "ga...@gavinmogan.com" <ga...@gavinmogan.com>" for the sponsored Jenkins infrastructure.

We are unable to push any artifact since the past 8 hours despite cleaning up 12+ gigabyte of data.

What should we do next?

Hey Jfrog,

Our sponsored artifactory instance (https://repo.jenkins-ci.org/) has
ran out of space. An org member has gone in and deleted 12+ gigs of
snapshots but we are still unable to deploy.

What are the next steps for us?

Gavin

Damien DUPORTAL

[JFrog Support]

Hello,

Thank you for contacting JFrog Support.

We want to make sure that your ticket is prioritized correctly for follow-up.

We will review the ticket and one of our representatives will get back to you.

You may also find some interesting information on our User Guide.

If there is an urgent/critical issue please reply with the information and we will make sure to prioritize it accordingly.

Best regards,
JFrog Support





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[JFrog Support]

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[JFrog Support]

Hi Damien, 

Thank you for reaching out. 

One of our Support Engineers will be in touch with you. 

Best regards,
Ayana Tal
JFrog Support





                                                                                                                                   

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[JFrog Support]

Hello Damien,

Thank you for reaching out, I will assist you with this ticket.

Please note that I am currently checking it internally. While I am inspecting the logs, I want to make sure that we are talking about this server:

jenkinsci.jfrog.io

Looking forward for your confirmation, you should expect an update from me.

Best regards,
Omer Borshan

[JFrog Support]

Hello Damien,

On top of my last email to you, please share with me the below information:

1. Execute 'Storage summary' REST API and share the results
2. While you'r attempting to push artifacts, do you see any errors in the platform UI? If so, please share it with me
3. Please share the client output from where you attempt to push the artifact unsuccessfully
4. Please share with me whether it happens with one specific repository or multiple repositories? this is to drill in for more specific debugging. You may also share a specific artifact name that failed being uploaded.

Looking forward to your update.

[JFrog Support]

Hello Damien,

You may also share a relevant user that is being used to push artifacts to this instance.
It will help us with tracing the relevant failed requests from the logs.

Looking forward to hearing back from you.

[Damien Duportal]

Hi,

please find the answers below:

- Server DNS: Yes, it is " jenkinsci.jfrog.io" (we use it under our own domain with the following CNAME: "repo.jenkins-ci.org.    2105    IN      CNAME   jenkinsci.jfrog.org.")

- When trying to push artifacts we saw (friday 4 Mar./saturday 5 Mar.) errors like the following on client-side (Maven) : "ERROR] Failed to execute goal org.apache.maven.plugins:maven-deploy-plugin:2.8.2:deploy (default-deploy) on project markdown-formatter: Failed to deploy artifacts: Could not find artifact io.jenkins.plugins:markdown-formatter:hpi:0.2.1-20220304.230808-1 in maven.jenkins-ci.org (https://repo.jenkins-ci.org/snapshots/) -> [Help 1]"

- You might want to search for the error message "No space left on device" that some users declared having seen (I can't be sure if it's on the UI or API)

- This behavior was seen for all of our hosted /virtual repositories under this instance

- It feels like that we are limited at 5.6 Tb given the behavior we saw after purgin some artefacts. Can you confirm that it is the current limit? Is there any way to increase it?

Thanks in advance

[Damien Duportal]

Hi,

please find the answers below:

- Server DNS: Yes, it is " jenkinsci.jfrog.io" (we use it under our own domain with the following CNAME: "repo.jenkins-ci.org.    2105    IN      CNAME   jenkinsci.jfrog.org.")

- When trying to push artifacts we saw (friday 4 Mar./saturday 5 Mar.) errors like the following on client-side (Maven) : "ERROR] Failed to execute goal org.apache.maven.plugins:maven-deploy-plugin:2.8.2:deploy (default-deploy) on project markdown-formatter: Failed to deploy artifacts: Could not find artifact io.jenkins.plugins:markdown-formatter:hpi:0.2.1-20220304.230808-1 in maven.jenkins-ci.org(https://repo.jenkins-ci.org/snapshots/) -> [Help 1]" 

- You might want to search for the error message "No space left on device" that some users declared having seen (I can't be sure if it's on the UI or API)

- This behavior was seen for all of our hosted /virtual repositories under this instance

- It feels like that we are limited at 5.6 Tb given the behavior we saw after purgin some artefacts. Can you confirm that it is the current limit? Is there any way to increase it?

Thanks in advance

Damien DUPORTAL

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[JFrog Support]

Hi Damien,

Thank you for providing the requested information.

I have gone through the logs and I see the below error in the logs which means that the local file system has no space left to upload the files.

Failed to import file to local storage java.io.IOException: No space left on device

IO error while trying to download resource 'jcenter:io/fabric8/cxf-utils/2.2.175/cxf-utils-2.2.175-sources.jar.asc': java.io.IOException: No space left on device

jcenter: Failed to download 'https://jcenter.bintray.com/io/dekorate/dekorate-project/0.10.5/dekorate-project-0.10.5.pom'. Received status code 200 and caught exception: No space left on device

I don't see "No space left on device" errors in the logs at this moment. Can you please confirm if you are still seeing the same behavior where users fail to upload packages to Artifactory?
In the meantime, I'll check internally if there are any storage limits for your SaaS Artifactory instance and if we can increase the limit. I'll get back to you with an update as soon as I hear from the internal team.
 
Best regards,
Santhosh Pesari

[Gavin Mogan]

It does seem to deploy to snapshots today, it was failing to run the same command on Friday after all the cleanup. Is there a process that needs to run after cleanup?

mvn deploy

```

[INFO] --- maven-deploy-plugin:2.8.2:deploy (default-deploy) @ markdown-formatter ---
Downloading from maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/maven-metadata.xml
Uploading to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/markdown-formatter-0.2.1-20220307.202208-1.hpi
Uploaded to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/markdown-formatter-0.2.1-20220307.202208-1.hpi (525 kB at 168 kB/s)
Uploading to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/markdown-formatter-0.2.1-20220307.202208-1.pom
Uploaded to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/markdown-formatter-0.2.1-20220307.202208-1.pom (4.7 kB at 5.5 kB/s)
Downloading from maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/maven-metadata.xml
Downloaded from maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/maven-metadata.xml (389 B at 2.1 kB/s)
Uploading to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/maven-metadata.xml
Uploaded to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/maven-metadata.xml (786 B at 1.6 kB/s)
Uploading to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/maven-metadata.xml
Uploaded to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/maven-metadata.xml (332 B at 556 B/s)
Uploading to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/markdown-formatter-0.2.1-20220307.202208-1.jar
Uploaded to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/markdown-formatter-0.2.1-20220307.202208-1.jar (6.5 kB at 8.2 kB/s)
Uploading to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/maven-metadata.xml
Uploaded to maven.jenkins-ci.org: https://repo.jenkins-ci.org/snapshots/io/jenkins/plugins/markdown-formatter/0.2.1-SNAPSHOT/maven-metadata.xml (959 B at 1.9 kB/s)
[INFO] ------------------------------------------------------------------------
[INFO] BUILD SUCCESS
[INFO] ------------------------------------------------------------------------
[INFO] Total time:  54.454 s
[INFO] Finished at: 2022-03-07T12:23:02-08:00
[INFO] ------------------------------------------------------------------------

```

Gavin

[JFrog Support]

Hi Gavin,

The artifacts that were deleted will be removed from the filesystem only once the full garbage collection runs. Please go through this article for more information about the Garbage collection: https://jfrog.com/knowledge-base/how-garbagecollection-mechanism-and-strategies-work-in-artifactory-video/. In SaaS Artifactory instance, the Garbage collection runs for every 4 hours and it is required 20 iterations to run the full Garbage collection. So, I believe this might have caused the failure in uploading even after the cleanup. Please feel free to let me know if you have any further questions, I'll be glad to assist you.
I'll get back to you regarding the storage limit i.e if there are any storage limits for your SaaS Artifactory instance and if we can increase the limit as soon as I hear from the internal team.

[Damien Duportal]

Hi dear JFrog support,

Do you have a feedback about the storage limitation applied to the Jenkins SaaS Artifactory instance?

Thanks!

Damien

[JFrog Support]

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[JFrog Support]

Hi Damien,
We are still working with our internal teams and will get back to you shortly. 

Best regards,
Amith Kumar Mutakari

[JFrog Support]

Hi Damien,

I heard from the internal team that there is no storage limit for your Artifactory instance, and the internal team has identified the cause of the "No space left on the device" issue and implemented mitigations to prevent it from occurring again.

Please let me know if any further assistance is needed, I'll be glad to assist you.

Best regards,
Santhosh Pesari

[Jesse Glick]

(not CCing JFrog)

On Fri, Mar 11, 2022 at 11:37 AM 'JFrog Support' via Jenkins Infrastructure <jenkin...@googlegroups.com> wrote:

there is no storage limit for your Artifactory instance

If this changes or there is any pressure to reduce usage, we could revive the discussion about discarding old artifacts from the `incrementals` repo. There is unlikely to be any use for anything older than a year or so, and in the rare case where there is, it is easy enough to recreate the artifact.

[JFrog Support]

Hi Damien, 

Thank you for reaching out. 
We need additional information. 
Can you cc or let us know who within JFrog you were working with for this project?

Once received we will be able to further assist you. 

We look forward to your response. 

Best regards,
Tiffany Thai
JFrog Support





                                                                                                                                   

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[Damien Duportal]

(removed JFrog from the thread).

Hello Mark, Olivier, Tyler (and any other): do you happen to know who was your contact at JFrog back when the partnership was running?

Thanks a lot!

Damien

[Mark Waite]

We've worked with the following individuals at JFrog in the past:

* Baruch Sadogursky - Head of DevOps Advocacy

* Kris Tsao - Director, Business Development ISV

* Chris O'Mara - Business Development

* Steve Chin, Senior Director, Developer Relations

* Jeff Fry, Sr Technical Alliance Manager, Business Development ISV

(Thanks heavens for the power of Google search to look through email folders)

Thanks,

Mark Waite

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[JFrog Support]

Hi Damien,

I would like to follow up regarding your support ticket and would like to know if you have any further queries regarding this ticket.
Please let me know if any further assistance is needed regarding the storage issue, I'll be glad to assist you.
If I clarified your queries related to this ticket, please update me, I'll go ahead and close this ticket.

I look forward to hearing from you.

[Damien Duportal]

Hi,

you can close the ticket, your answer and solution were clear.

Thanks

[Damien Duportal]

Hi dear Jfrog support,

The contact we had, from the archives or the Jenkins project mailing list discussions, are/were the following persons:

* Baruch Sadogursky - Head of DevOps Advocacy
* Kris Tsao - Director, Business Development ISV
* Chris O'Mara - Business Development
* Steve Chin, Senior Director, Developer Relations
* Jeff Fry, Sr Technical Alliance Manager, Business Development ISV

Thanks in advance for your help,

Damien DUPORTAL, for the Jenkins Infrastructure team

[JFrog Support]

Hi Damien,

Thank you for the update.

I'll go ahead and close this ticket.

If you have any other issues with Artifactory, please feel free to open a new ticket, we will be glad to assist you. 

[JFrog Support]

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[JFrog Support]

Hi Damien, 

Thank you for providing the relevant details. 
We have sent in your request to our support team, someone will be in touch with you. 

[JFrog Support]

Hello Damien,

Thank you for bringing this to our attention.

I'm currently checking with our backend team on the root cause of this slowness and get back to you with any findings as soon as we have something to share.

Please let us know if you notice any changes in this behavior in the meantime.

Best regards,
Jay Virtanen
JFrog Support





                                                                                                                                   

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[JFrog Support]

Hello Damien,

I want to provide an update and say that our team is currently working to handle the exact process for getting these contacts registered on our end.

I will provide another update here by the end of the week.

Best regards,
Anand Das

[JFrog Support]

Hello Damien,

We've checked the monitoring on our side and wanted to provide some notes:

The resource usage for the instance is within bounds.

We do see a high error rate for requests coming from a Nexus client. 

Are there specific builds or jobs that are triggering spikes in latency or is the latency consistently high over the last two weeks?

From checking for your username I see the following:

LDAP authentication failed for user: 'dduportal'. Note: you have configured direct user binding and manager-based search, which are usually mutually exclusive. For AD leave the User DN Pattern field empty.

Have there been any changes made to your LDAP configuration recently?

[JFrog Support]

Hello Damien,

We are still working out the exact internal details to make sure these contacts are taken care of, I will provide another update by the end of my day on Wednesday.

[Damien Duportal]

Hi, thanks for the notices.

Regards,

Damien Duportal

[Damien Duportal]

Hi,

Could you give more details about what do you mean by "We do see a high error rate for requests coming from a Nexus client."?

Not sure to understand what does it mean exactly: do you have an IP of this client so we can search our logs to check where does it come from?

To answer your question, we do not have a specific job that would trigger spikes as per see. Do you have specific IP or metadata to share with us so we can search?

You can discard my request about my account: it now works. Thanks for looking into it and providing informations.

Thanks in advance!

Regards,

Damien Duportal

[JFrog Support]

Hi Damien,

For clarification:

During our analysis of the incoming traffic to this instance we noticed the majority of the requests coming from other Artifactory instances or Sonatype Nexus instances.

On average your Artifactory is handling about 22-25 million requests per 24 hours. However out of these requests approximately 7-9 million receive 404 responses due to invalid request paths.

From mapping out the sources of these 404 requests:



As for errors I had mentioned, we do see Artifactory throwing errors due to some of the invalid requests received from Nexus:



From this analysis it looks like the 'public' repository in your instance is used as a remote by many other Artifactory servers which is causing heavy traffic. 

Are you still seeing any issues with latency on your end?

[JFrog Support]

Hello Damien,

No worries.

After checking again today, it seems that our team is still working this out internally.

I will provide another update by the end of my day on Friday at the latest.

[JFrog Support]

Hello Damien,

I have not been able to get a hold of the team member working to organize support contacts over the last couple of days.

I believe they have been out sick.

I should let you know that I will be out of the office through next week. I will be making a note of this internally so we can keep you updated while I am out.

[JFrog Support]

Hi Damien,

Reaching out again as we haven't heard back.

Are you still seeing latency issues on your end on the SaaS Artifactory instance?

[JFrog Support]

Hello Damien,

I wanted to provide another update. From what I have been told, we do not yet have a framework in place to keep track of support contacts for our partners as we do for our paying customers. We are still working internally with the relevant teams to get this setup and will continue to keep you updated.

I intend to provide another update by the middle of next week.

[Damien Duportal]

Hi!

Many thanks for the update.

Damien

[Damien Duportal]

Hi dear support team,

First of all, thanks for your patience and for the clarification about the "high hitters" on our instance!

From this analysis it looks like the 'public' repository in your instance is used as a remote by many other Artifactory servers which is causing heavy traffic. 

That is correct. We don’t really know who are this "consumers": sounds like a common pattern of organizations whom are mirroring this artefacts internally.

We could try to search and ask the "usual suspects" that we know of though.

Some questions for you though:

- Could it be possible for you to provide a list of some the "top" IP that would hit these HTTP/404 errors  and/or all HTTP requests? With this, we could search a bit more who to contact to work with in decreasing these errors

- Are there any actionnable tasks for us (configuration, mirroring setup, etc.) that you could think of to help you in decreasing the load?

Thanks

Damien, for the Jenkins Infra team

[Damien Duportal]

Hi dear JFrog support team.

An additional reminder: the email in Cc, jenkin...@googlegroups.com, is a public mailing list.

If you have any private or sentisitve information to share (such as public IP or anything like this), please use the (private) email jenkins-i...@googlegroups.com (set as "reply-to" for this email).

We’ll take care of using the private email next time to avoid any trouble.

Thanks!

Damien

[JFrog Support]

Hello Damien,

No worries, we are continuing to work on this and will make sure to find a solution.

Enjoy your weekend.

[JFrog Support]

Hello Damien,

After additional talks internally, we do not yet have this task complete but we have a clearer direction on how to make sure you are properly registered.

I am following up with the relevant parties internally. I hope we can have this issue resolved by the end of next week.

[Tim Jacomb]

Hi Anand

Any luck on this?

Our Jfrog instance is currently down

Damien is out of office and we haven't managed to create a support ticket without getting the

"No active subscriptions email"

Thanks!

Tim

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[JFrog Support]

Hello Tim,

Thank you for reaching back out, I am glad to see we were able to assist on the system down issue.

We are currently engaged in discussions internally about how the contacts need to be handled, I will continue to update the ticket as I get more information.

I intend to provide another update by the end of my Friday next week.

[JFrog Support]

Hello CloudBees Team,

We are continuing to work internally on this issue. I will continue providing weekly updates until this is resolved.

[JFrog Support]

Hello Cloudbees Team,

We are continuing to discuss the matter internally with a few other departments. Thank you for remaining patient while we work to get this sorted.

[JFrog Support]

Hello Cloudbees Team,

While looking into this, we needed the input of one of our managers who has been out on other company business this week. We expect him to return next week and will be discussing this further then.

[JFrog Support]

Hello Cloudbees Team,

We are continuing to discuss this case internally with the relevant departments. I will continue providing weekly updates. Your patience is appreciated.

[Damien Duportal]

Hi, many thanks for keeping us up to date.

It’s been a few month: is there an issue related to you sponsoring the Jenkins project?

We can discuss the matter with your representative, but we would want to know to allow us to be able to act when issues happen: right now , my SRE team is not able to contact you which is inconvenient given the frequency of issue and the fact that this service is really key for our contributors.

Thanks in advance

Damien DUPORTAL

[JFrog Support]

Hello Damien,

Thank you for getting back to me.

I do understand your concern and do acknowledge that this request has been pending for some time.

I am working closely with my manager to get a clearer understanding of the issue on our end. We will provide an update as soon as we can get a more detailed understanding of the case. Thank you so much for your continued patience.

[JFrog Support]

Hi Damien,

First, let me say that at this time, I'm not aware of any issue related to sponsoring the Jenkins project. The challenge we've been facing is how, precisely, to attach support contacts to such an instance. I thank you so much for your patience while we've been working to get this sorted. Discussions are ongoing internally, and I can assure that I'm actively involved in finding a path to resolution.

We will continue to keep you posted, likely on a weekly basis (by EOD each Friday) or sooner when we have additional information to share.

Best regards,
Jason Gloege
JFrog Support Manager

[JFrog Support]

Hi Damien,

I'd like to set up a brief call between you and me in order to discuss usage and get a few questions answered. Can you let me know your availability for the rest of the week, including time zone? I'll send out a Zoom invite after I can find a time we match.

I look forward to talking with you soon.

[Damien Duportal]

Hi Jason,

Mark Waite (member of the Jenkins Board, in direct Cc) and I (Jenkins Elected Infrastructure Officer) would be available for this discussion on the following time slots next week:

- Monday 27th of June:

  > 12:00 (noon) until 13:00 UTC

  > 15:30 until 18:00 UTC

- Tuesday 28th of June:

  > 12:00 (noon) until 14:00 UTC

  > 16h15 until 18h00 UTC

Please note that Mark is based on USA’s central time while I’m based in Brussel’s time.

Regards,

Damien DUPORTAL

[JFrog Support]

Hi Damien and Mark,

Thank you so much for your availability. Monday is nastier than normal for me this coming week, so I've scheduled a 30-minute call among the 3 of us for 17:00 - 17:30 UTC on Monday 28 June. I look forward to talking with you then, at the link below:

https://jfrog.zoom.us/j/93454222600?pwd=QVhHcS84aGdId2RhRFJtYjhuWHUvdz09

Best regards,
Jason Gloege
JFrog Support

[JFrog Support]

Hello Cloudbees Team,

I wanted to provide an update and say that, per the conclusion of the previous meeting, we understand that internal discussions are still ongoing.

We intend to provide a more detailed update next week.

Best regards,
Anand Das

[JFrog Support]

Hello Cloudbees Team,

I have been informed by my manager that some additional time is needed to continue discussing. We will continue discussing this internally and update accordingly.

[JFrog Support]

Hi folks,

I'm following up, here, about what this case has become.

As you know, we had a discussion about utilization, and the parties who needed to be involved in discussions for moving forward.

It's my understanding that discussions are ongoing about this. I've heard that we've been engaged to assist in lowering / streamlining usage, and that a follow-up meeting is slated for Monday next week.

The reason I bring all of this up is that there is not a specific to-do for Support at this time. My suggestion is that we go ahead and close this case out, and if a need arises for support to assist once everything is set for moving forward, a new case be opened. Please let me know if this is acceptable to you, and we'll go ahead and do that. I'm really glad we've been able to get this request into the hands of those able to carry it forward, and look forward to working with you further, should the need arise.

Best regards,
Jason Gloege
JFrog Support Manager

[Damien Duportal]

Hello Jason,

Mark and I have the same understanding:

- You can close this case

- I’ll open a separated case (email thread) as soon as the Jenkins Infra. team is ready to work on lowering / streamlining the usage. The goal would be to ask JFrog teams for data about consumption of the instance currently trying to decrease the usage as much as we can and to identify unusual usages. Expect this on the upcoming 2 weeks.

- The discussion about the "legal" and contractual aspect is ongoing, driven by Mark Waite and the CDF.

Thanks for the heads up and effort supporting us!

For the Infra team,

Damien Duportal

[JFrog Support]

Hello Damien,

Thank you for the update, glad to hear that we could get this discussion properly sorted.

I will go ahead and close this ticket out.

Best regards,
Anand Das
JFrog Support