GitHub Support doesn't have access to a customer's environment, for us to be able to get additional information from the Customer's environment/appliance/instance we need a Support bundle.
What is a in a support bundle:
- 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 repos, users, and other installation data
| Bundle/File | Type | # |
|---|---|---|
| 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 by default. |
| Extended support bundle | Archive | Contains a diagnostics file and sanitized log files from the past eight days. |
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
| Log file | # |
|---|---|
github-logs/exceptions.log |
Information about 500 errors encountered on the site |
github-logs/audit.log |
GitHub Enterprise Server audit logs |
babeld-logs/babeld.log |
Git proxy logs |
system-logs/haproxy.log |
HAProxy logs |
elasticsearch-logs/github-enterprise.log |
Elasticsearch logs - Searching and indexing data such as issues, pull requests, repositories, users, and source code |
configuration-logs/ |
GitHub Enterprise Server configuration logs |
collectd/logs/collectd.log |
Collectd logs - Performance metrics like CPU, memory, disk, and network usage. |
mail-logs/mail.log |
SMTP email delivery logs |
| Management Console log | Console log |
| Authentication-related logs | Helpful when troubleshooting authentication errors, or configuring LDAP, CAS, or SAML |
- via Management Console
- via SSH
-
To create a standard bundle:
ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -o' > support-bundle.tgz -
To create a standard bundle including data from the last 2 days:
ssh -p 122 admin@HOSTNAME -- "ghe-support-bundle -p 2days -o" > support-bundle.tgz -
To create an extended bundle including data from the last 8 days:
ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -x -o' > support-bundle.tgz
-
To send a bundle to GitHub Support:
ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -u -
To send a bundle to GitHub Support and associate the bundle with a ticket:
ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -t TICKET_ID -
Support bundle on ticket review - https://github.zendesk.com/agent/tickets/3341582
In what cases/issues do you think we should request a support bundle from a customer?