---
title: Providing data to GitHub Support
intro: 'Since {% data variables.contact.github_support %} doesn''t have access to your environment, we require some additional information from you.'
redirect_from:
- /enterprise/admin/guides/installation/troubleshooting/
- /enterprise/admin/articles/support-bundles/
- /enterprise/admin/guides/enterprise-support/providing-data-to-github-enterprise-support/
- /enterprise/admin/enterprise-support/providing-data-to-github-support
- /admin/enterprise-support/providing-data-to-github-support
versions:
ghes: '*'
type: how_to
topics:
- Enterprise
- Support
shortTitle: Provide data to Support
---
## Creating and sharing diagnostic files
Diagnostics are an overview of a {% data variables.product.prodname_ghe_server %} instance's settings and environment that contains:
- Client license information, including company name, expiration date, and number of user licenses
- Version numbers and SHAs
- VM architecture
- Host name, private mode, SSL settings
- Load and process listings
- Network settings
- Authentication method and details
- Number of repositories, users, and other installation data
You can download the diagnostics for your instance from the {% data variables.enterprise.management_console %} or by running the `ghe-diagnostics` command-line utility.
### Creating a diagnostic file from the {% data variables.enterprise.management_console %}
You can use this method if you don't have your SSH key readily available.
{% data reusables.enterprise_site_admin_settings.access-settings %}
{% data reusables.enterprise_site_admin_settings.management-console %}
{% data reusables.enterprise_management_console.type-management-console-password %}
{% data reusables.enterprise_management_console.support-link %}
5. Click **Download diagnostics info**.
### Creating a diagnostic file using SSH
You can use this method without signing into the {% data variables.enterprise.management_console %}.
Use the [ghe-diagnostics](/enterprise/{{ currentVersion }}/admin/guides/installation/command-line-utilities#ghe-diagnostics) command-line utility to retrieve the diagnostics for your instance.
```shell
$ ssh -p122 admin@hostname -- 'ghe-diagnostics' > diagnostics.txt
```
## Creating and sharing support bundles
After you submit your support request, we may ask you to share a support bundle with our team. The support bundle is a gzip-compressed tar archive that includes diagnostics and important logs from your instance, such as:
- Authentication-related logs that may be helpful when troubleshooting authentication errors, or configuring LDAP, CAS, or SAML
- {% data variables.enterprise.management_console %} log
- `github-logs/exceptions.log`: Information about 500 errors encountered on the site
- `github-logs/audit.log`: {% data variables.product.prodname_ghe_server %} audit logs
- `babeld-logs/babeld.log`: Git proxy logs
- `system-logs/haproxy.log`: HAProxy logs
- `elasticsearch-logs/github-enterprise.log`: Elasticsearch logs
- `configuration-logs/ghe-config.log`: {% data variables.product.prodname_ghe_server %} configuration logs
- `collectd/logs/collectd.log`: Collectd logs
- `mail-logs/mail.log`: SMTP email delivery logs
{% ifversion ghes < 3.0 %}
- `hookshot-logs/exceptions.log`: Webhook delivery errors
{% endif %}
For more information, see "[Audit logging](/enterprise/{{ currentVersion }}/admin/guides/installation/audit-logging)."
Support bundles include logs from the past two days. To get logs from the past seven days, you can download an extended support bundle. For more information, see "[Creating and sharing extended support bundles](#creating-and-sharing-extended-support-bundles)."
{% tip %}
**Tip:** When you contact {% data variables.contact.github_support %}, you'll be sent a confirmation email that will contain a ticket reference link. If {% data variables.contact.github_support %} asks you to upload a support bundle, you can use the ticket reference link to upload the support bundle.
{% endtip %}
### Creating a support bundle from the {% data variables.enterprise.management_console %}
You can use these steps to create and share a support bundle if you can access the web-based {% data variables.enterprise.management_console %} and have outbound internet access.
{% data reusables.enterprise_site_admin_settings.access-settings %}
{% data reusables.enterprise_site_admin_settings.management-console %}
{% data reusables.enterprise_management_console.type-management-console-password %}
{% data reusables.enterprise_management_console.support-link %}
5. Click **Download support bundle**.
{% data reusables.enterprise_enterprise_support.sign-in-to-support %}
{% data reusables.enterprise_enterprise_support.upload-support-bundle %}
### Creating a support bundle using SSH
You can use these steps to create and share a support bundle if you have SSH access to {% data variables.product.product_location %} and have outbound internet access.
{% data reusables.enterprise_enterprise_support.use_ghe_cluster_support_bundle %}
1. Download the support bundle via SSH:
```shell
$ ssh -p 122 admin@hostname -- 'ghe-support-bundle -o' > support-bundle.tgz
```
For more information about the `ghe-support-bundle` command, see "[Command-line utilities](/enterprise/admin/guides/installation/command-line-utilities#ghe-support-bundle)".
{% data reusables.enterprise_enterprise_support.sign-in-to-support %}
{% data reusables.enterprise_enterprise_support.upload-support-bundle %}
### Uploading a support bundle using your enterprise account
{% data reusables.enterprise-accounts.access-enterprise-on-dotcom %}
{% data reusables.enterprise-accounts.settings-tab %}
3. In the left sidebar, click **Enterprise licensing**.
4. Under "{% data variables.product.prodname_enterprise %} Help", click **Upload a support bundle**.
5. Under "Select an enterprise account", select the support bundle's associated account from the drop-down menu.
6. Under "Upload a support bundle for {% data variables.contact.enterprise_support %}", to select your support bundle, click **Choose file**, or drag your support bundle file onto **Choose file**.
7. Click **Upload**.
### Uploading a support bundle directly using SSH
You can directly upload a support bundle to our server if:
- You have SSH access to {% data variables.product.product_location %}.
- Outbound HTTPS connections over TCP port 443 are allowed from {% data variables.product.product_location %} to _enterprise-bundles.github.com_ and _esbtoolsproduction.blob.core.windows.net_.
1. Upload the bundle to our support bundle server:
```shell
$ ssh -p122 admin@hostname -- 'ghe-support-bundle -u'
```
## Creating and sharing extended support bundles
Support bundles include logs from the past two days, while _extended_ support bundles include logs from the past seven days. If the events that {% data variables.contact.github_support %} is investigating occurred more than two days ago, we may ask you to share an extended support bundle. You will need SSH access to download an extended bundle - you cannot download an extended bundle from the {% data variables.enterprise.management_console %}.
To prevent bundles from becoming too large, bundles only contain logs that haven't been rotated and compressed. Log rotation on {% data variables.product.prodname_ghe_server %} happens at various frequencies (daily or weekly) for different log files, depending on how large we expect the logs to be.
### Creating an extended support bundle using SSH
You can use these steps to create and share an extended support bundle if you have SSH access to {% data variables.product.product_location %} and you have outbound internet access.
1. Download the extended support bundle via SSH by adding the `-x` flag to the `ghe-support-bundle` command:
```shell
$ ssh -p 122 admin@hostname -- 'ghe-support-bundle -o -x' > support-bundle.tgz
```
{% data reusables.enterprise_enterprise_support.sign-in-to-support %}
{% data reusables.enterprise_enterprise_support.upload-support-bundle %}
### Uploading an extended support bundle directly using SSH
You can directly upload a support bundle to our server if:
- You have SSH access to {% data variables.product.product_location %}.
- Outbound HTTPS connections over TCP port 443 are allowed from {% data variables.product.product_location %} to _enterprise-bundles.github.com_ and _esbtoolsproduction.blob.core.windows.net_.
1. Upload the bundle to our support bundle server:
```shell
$ ssh -p122 admin@hostname -- 'ghe-support-bundle -u -x'
```
## Further reading
- "[About {% data variables.contact.enterprise_support %}](/enterprise/admin/guides/enterprise-support/about-github-enterprise-support)"
- "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)."