Description

Creating a support package using the Support Package administration tool might result in hanging the progress after clicking the Start button. During the issue, the In progress indicator blinks while all the tasks stay in the Waiting for start state.

Solution

To resolve the issue, consider the following options:

• Delete old packages and temporary package files in the following folders for all your instances:

  D:\home\site\wwwroot\App_Data\diagnostics\support_package\
  D:\home\site\wwwroot\App_Data\diagnostics\support_package\Files\

• Increase both settings in (in all Core instances) \App_Config\Sitecore\ExperienceContentManagement.Administration\ Sitecore.ExperienceContentManagement.Administration.config:

  <setting name="SupportPackage.ResponseTimeout" value="00:03:00" />
  <setting name="SupportPackage.CollectionTimeout" value="00:15:00" />