Providing data to GitHub Support

About diagnostic files and support bundles

To help you troubleshoot issues with a GitHub Enterprise Server instance in your environment, 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 by default.
Extended support bundle	Archive	Contains a diagnostics file and sanitized log files from the past eight 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 GitHub Enterprise 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 Management Console or by running the ghe-diagnostics command-line utility.

Creating a diagnostic file from the Management Console

You can create a diagnostic file from the Management Console if you don't currently have SSH access.

1. From an administrative account on GitHub Enterprise Server, in the upper-right corner of any page, click .

2. If you're not already on the "Site admin" page, in the upper-left corner, click Site admin.

3. In the " Site admin" sidebar, click Management Console.

4. If you have created multiple Management Console user accounts, select Root site admin or Management Console user. For more information about Management Console user accounts see, Managing access to the Management Console.

5. Type your Management Console credentials. Then click Continue.

6. In the top navigation bar, click Support.

   

7. Click Download diagnostics info.

Creating a diagnostic file using SSH

You can use this method without signing into the Management Console.

Use the ghe-diagnostics command-line utility to retrieve the diagnostics for your instance.

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

• Management Console log

• 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

• configuration-logs/: GitHub Enterprise Server configuration logs

• collectd/logs/collectd.log: Collectd logs

• mail-logs/mail.log: SMTP email delivery logs

For more information, see Audit log for an enterprise.

Support bundles include logs from the past two days by default. You can specify an exact duration in days. To provide logs from the past eight days, you can download an extended support bundle. For more information, see Creating and sharing extended support bundles.