docs/content/support/contacting-github-support/providing-data-to-github-support.md

title, intro, shortTitle, versions, redirect_from, topics

title	intro	shortTitle	versions	redirect_from	topics
Providing data to GitHub Support	Since {% data variables.contact.github_support %} doesn't have access to your environment, we sometimes require some additional information from you.	Providing data	ghes *	/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	Support

About diagnostic files and support bundles

{% data variables.contact.github_support %} may ask you to provide additional data in the form of sanitized log files. There are three types of log file you may be asked to provide.

Diagnostic files contain information about a {% data variables.product.prodname_ghe_server %} instance's settings and environment, support bundles contain diagnostics and logs from the past two days, and extended support bundles also contain diagnostics and logs but 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 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.

$ ssh -p122 admin@<em>hostname</em> -- '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 "About the audit log for your enterprise."

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."

{% 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:

$ ssh -p 122 admin@<em>hostname</em> -- 'ghe-support-bundle -o' > support-bundle.tgz

For more information about the ghe-support-bundle command, see "Command-line utilities". {% 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:

$ ssh -p122 admin@<em>hostname</em> -- '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:

$ ssh -p 122 admin@<em>hostname</em> -- '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:

$ ssh -p122 admin@<em>hostname</em> -- 'ghe-support-bundle -u -x'

Further reading

• "About GitHub Support"
• "Generating a Health Check for your enterprise"