---
title: Providing data to GitHub Support
intro: 'Since {% data variables.contact.github_support %} doesn''t have access to your environment, we sometimes require some additional information from you.'
shortTitle: Providing data
versions:
  ghes: '*'
permissions: 'Site administrators and enterprise owners can provide data to {% data variables.contact.github_support %}.'
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
  - /admin/enterprise-support/receiving-help-from-github-support/providing-data-to-github-support
topics:
  - Support
---

## About diagnostic files and support bundles

To help you troubleshoot issues with a {% data variables.product.prodname_ghe_server %} instance in your environment, {% data variables.contact.github_support %} may request one or more types of data.

| Data | File format | Description |
| :- | :- | :- |
| Diagnostic file | Plaintext | Contains information about the instance's settings and environment. |
| Support bundle | Archive | Contains a diagnostics file and sanitized log files from the past two days{% ifversion specify-period-for-support-bundle %} by default{% endif %}. |
| Extended support bundle | Archive | Contains a diagnostics file and sanitized log files from the past seven days. |

## About log file sanitization

Authentication tokens, keys, and secrets are removed from log files in the following log directories contained within a support bundle or diagnostics file:

* `alambic-logs`
* `babeld-logs`
* `codeload-logs`
* `enterprise-manage-logs`
* `github-logs`
* `hookshot-logs`
* `lfs-server-logs`
* `semiotic-logs`
* `task-dispatcher-logs`
* `pages-logs`
* `registry-logs`
* `render-logs`
* `svn-bridge-logs`

## Creating and sharing diagnostic files

Diagnostic files are an overview of a {% data variables.product.prodname_ghe_server %} instance's settings and environment that contain:

- 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 create a diagnostic file from the {% data variables.enterprise.management_console %} if you don't currently have SSH 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 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](/admin/configuration/configuring-your-enterprise/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

For more information, see "[AUTOTITLE](/admin/monitoring-activity-in-your-enterprise/reviewing-audit-logs-for-your-enterprise/about-the-audit-log-for-your-enterprise)."

Support bundles include logs from the past two days{% ifversion specify-period-for-support-bundle %} by default. You can specify an exact duration in hours or days{% endif %}. To provide 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.location.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 "[AUTOTITLE](/admin/configuration/configuring-your-enterprise/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**.
  ![Screenshot showing "Enterprise licensing" link in the enterprise account settings sidebar.](/assets/images/help/enterprises/enterprise-licensing-tab.png)
4. Under "{% data variables.product.prodname_enterprise %} Help", click **Upload a support bundle**.
  ![Screenshot showing "Upload a support bundle link".](/assets/images/enterprise/support/upload-support-bundle.png)
5. Under "Select an enterprise account", select the support bundle's associated account from the drop-down menu.
  ![Screenshot showing the dropdown menu to select the support bundle's enterprise account.](/assets/images/enterprise/support/support-bundle-account.png)
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**.
  ![Screenshot showing the "Choose file" button to upload a support bundle file.](/assets/images/enterprise/support/choose-support-bundle-file.png)
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.location.product_location %}.
- Outbound HTTPS connections over TCP port 443 are allowed from {% data variables.location.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{% ifversion specify-period-for-support-bundle %} by default{% endif %}, 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.location.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.location.product_location %}.
- Outbound HTTPS connections over TCP port 443 are allowed from {% data variables.location.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

- "[AUTOTITLE](/support/learning-about-github-support/about-github-support)"
- "[AUTOTITLE](/enterprise-server@latest/admin/enterprise-management/monitoring-your-appliance/generating-a-health-check-for-your-enterprise)"