190 lines
11 KiB
Markdown
190 lines
11 KiB
Markdown
---
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title: Providing data to GitHub Support
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intro: 'Since {% data variables.contact.github_support %} doesn''t have access to your environment, we sometimes require some additional information from you.'
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shortTitle: Providing data
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versions:
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ghes: '*'
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permissions: 'Site administrators and enterprise owners can provide data to {% data variables.contact.github_support %}.'
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redirect_from:
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- /enterprise/admin/guides/installation/troubleshooting
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- /enterprise/admin/articles/support-bundles
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- /enterprise/admin/guides/enterprise-support/providing-data-to-github-enterprise-support
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- /enterprise/admin/enterprise-support/providing-data-to-github-support
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- /admin/enterprise-support/providing-data-to-github-support
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- /admin/enterprise-support/receiving-help-from-github-support/providing-data-to-github-support
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topics:
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- Support
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---
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## About diagnostic files and support bundles
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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.
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| Data | File format | Description |
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| :- | :- | :- |
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| Diagnostic file | Plaintext | Contains information about the instance's settings and environment. |
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| 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 %}. |
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| Extended support bundle | Archive | Contains a diagnostics file and sanitized log files from the past seven days. |
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## About log file sanitization
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Authentication tokens, keys, and secrets are removed from log files in the following log directories contained within a support bundle or diagnostics file:
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* `alambic-logs`
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* `babeld-logs`
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* `codeload-logs`
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* `enterprise-manage-logs`
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* `github-logs`
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* `hookshot-logs`
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* `lfs-server-logs`
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* `semiotic-logs`
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* `task-dispatcher-logs`
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* `pages-logs`
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* `registry-logs`
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* `render-logs`
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* `svn-bridge-logs`
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## Creating and sharing diagnostic files
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Diagnostic files are an overview of a {% data variables.product.prodname_ghe_server %} instance's settings and environment that contain:
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- Client license information, including company name, expiration date, and number of user licenses
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- Version numbers and SHAs
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- VM architecture
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- Host name, private mode, SSL settings
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- Load and process listings
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- Network settings
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- Authentication method and details
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- Number of repositories, users, and other installation data
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You can download the diagnostics for your instance from the {% data variables.enterprise.management_console %} or by running the `ghe-diagnostics` command-line utility.
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### Creating a diagnostic file from the {% data variables.enterprise.management_console %}
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You can create a diagnostic file from the {% data variables.enterprise.management_console %} if you don't currently have SSH access.
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{% data reusables.enterprise_site_admin_settings.access-settings %}
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{% data reusables.enterprise_site_admin_settings.management-console %}
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{% data reusables.enterprise_management_console.type-management-console-password %}
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{% data reusables.enterprise_management_console.support-link %}
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5. Click **Download diagnostics info**.
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### Creating a diagnostic file using SSH
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You can use this method without signing into the {% data variables.enterprise.management_console %}.
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Use the [ghe-diagnostics](/admin/configuration/configuring-your-enterprise/command-line-utilities#ghe-diagnostics) command-line utility to retrieve the diagnostics for your instance.
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```shell
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$ ssh -p122 admin@HOSTNAME -- 'ghe-diagnostics' > diagnostics.txt
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```
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## Creating and sharing support bundles
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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:
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- Authentication-related logs that may be helpful when troubleshooting authentication errors, or configuring LDAP, CAS, or SAML
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- {% data variables.enterprise.management_console %} log
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- `github-logs/exceptions.log`: Information about 500 errors encountered on the site
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- `github-logs/audit.log`: {% data variables.product.prodname_ghe_server %} audit logs
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- `babeld-logs/babeld.log`: Git proxy logs
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- `system-logs/haproxy.log`: HAProxy logs
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- `elasticsearch-logs/github-enterprise.log`: Elasticsearch logs
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- `configuration-logs/ghe-config.log`: {% data variables.product.prodname_ghe_server %} configuration logs
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- `collectd/logs/collectd.log`: Collectd logs
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- `mail-logs/mail.log`: SMTP email delivery logs
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For more information, see "[AUTOTITLE](/admin/monitoring-activity-in-your-enterprise/reviewing-audit-logs-for-your-enterprise/about-the-audit-log-for-your-enterprise)."
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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)."
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{% tip %}
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**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.
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{% endtip %}
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### Creating a support bundle from the {% data variables.enterprise.management_console %}
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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.
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{% data reusables.enterprise_site_admin_settings.access-settings %}
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{% data reusables.enterprise_site_admin_settings.management-console %}
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{% data reusables.enterprise_management_console.type-management-console-password %}
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{% data reusables.enterprise_management_console.support-link %}
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5. Click **Download support bundle**.
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{% data reusables.enterprise_enterprise_support.sign-in-to-support %}
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{% data reusables.enterprise_enterprise_support.upload-support-bundle %}
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### Creating a support bundle using SSH
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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.
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{% data reusables.enterprise_enterprise_support.use_ghe_cluster_support_bundle %}
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1. Download the support bundle via SSH:
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```shell
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$ ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -o' > support-bundle.tgz
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```
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For more information about the `ghe-support-bundle` command, see "[AUTOTITLE](/admin/configuration/configuring-your-enterprise/command-line-utilities#ghe-support-bundle)".
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{% data reusables.enterprise_enterprise_support.sign-in-to-support %}
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{% data reusables.enterprise_enterprise_support.upload-support-bundle %}
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### Uploading a support bundle using your enterprise account
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{% data reusables.enterprise-accounts.access-enterprise-on-dotcom %}
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{% data reusables.enterprise-accounts.settings-tab %}
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3. In the left sidebar, click **Enterprise licensing**.
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4. Under "{% data variables.product.prodname_enterprise %} Help", click **Upload a support bundle**.
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5. Under "Select an enterprise account", select the support bundle's associated account from the drop-down menu.
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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**.
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7. Click **Upload**.
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### Uploading a support bundle directly using SSH
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You can directly upload a support bundle to our server if:
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- You have SSH access to {% data variables.location.product_location %}.
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- 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_.
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1. Upload the bundle to our support bundle server:
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```shell
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$ ssh -p122 admin@HOSTNAME -- 'ghe-support-bundle -u'
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```
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## Creating and sharing extended support bundles
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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 %}.
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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.
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### Creating an extended support bundle using SSH
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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.
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1. Download the extended support bundle via SSH by adding the `-x` flag to the `ghe-support-bundle` command:
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```shell
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$ ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -o -x' > support-bundle.tgz
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```
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{% data reusables.enterprise_enterprise_support.sign-in-to-support %}
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{% data reusables.enterprise_enterprise_support.upload-support-bundle %}
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### Uploading an extended support bundle directly using SSH
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You can directly upload a support bundle to our server if:
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- You have SSH access to {% data variables.location.product_location %}.
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- 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_.
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1. Upload the bundle to our support bundle server:
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```shell
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$ ssh -p122 admin@HOSTNAME -- 'ghe-support-bundle -u -x'
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```
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## Further reading
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- "[AUTOTITLE](/support/learning-about-github-support/about-github-support)"
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- "[AUTOTITLE](/enterprise-server@latest/admin/enterprise-management/monitoring-your-appliance/generating-a-health-check-for-your-enterprise)"
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