Providing data to GitHub Support

Since GitHub 支持 doesn't have access to your environment, we require some additional information from you.

Creating and sharing diagnostic files

Diagnostics are an overview of a GitHub Enterprise 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 管理控制台 or by running the ghe-diagnostics command-line utility.

Creating a diagnostic file from the 管理控制台

You can use this method if you don't have your SSH key readily available.

  1. 从 GitHub Enterprise Server 上的管理帐户,点击任何页面右上角的 用于访问站点管理员设置的火箭图标
  2. 在左侧边栏中,单击 管理控制台左侧边栏中的 管理控制台 选项卡
  3. 如有提示,请输入您的 管理控制台 密码。 管理控制台 解锁屏幕
  4. 在 管理控制台 右上侧,单击 Support(支持)访问支持区域的按钮
  5. Click Download diagnostics info.

Creating a diagnostic file using SSH

You can use this method without signing into the 管理控制台.

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
  • 管理控制台 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/ghe-config.log: GitHub Enterprise Server configuration logs
  • collectd/logs/collectd.log: Collectd logs
  • mail-logs/mail.log: SMTP email delivery logs

For more information, see "Audit logging."

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: When you contact GitHub 支持, you'll be sent a confirmation email that will contain a ticket reference link. If GitHub 支持 asks you to upload a support bundle, you can use the ticket reference link to upload the support bundle.

Creating a support bundle from the 管理控制台

You can use these steps to create and share a support bundle if you can access the web-based 管理控制台 and have outbound internet access.

  1. 从 GitHub Enterprise Server 上的管理帐户,点击任何页面右上角的 用于访问站点管理员设置的火箭图标
  2. 在左侧边栏中,单击 管理控制台左侧边栏中的 管理控制台 选项卡
  3. 如有提示,请输入您的 管理控制台 密码。 管理控制台 解锁屏幕
  4. 在 管理控制台 右上侧,单击 Support(支持)访问支持区域的按钮
  5. Click Download support bundle.
  6. If a support engineer has given you an upload link for your support bundle, use this link. Otherwise, visit https://support.github.com/ and sign in (if prompted) to an enterprise account that is entitled to support.
  7. 访问 https://support.github.com/uploads 并上传您的支持包。

Creating a support bundle using SSH

You can use these steps to create and share a support bundle if you have SSH access to your GitHub Enterprise Server instance and have outbound internet access.

注:如果您使用的是 Geo-replication 配置或 GitHub Enterprise 集群,则应使用 ghe-cluster-support-bundle 命令检索支持包。 更多信息请参阅“命令行实用程序”。

  1. Download the support bundle via SSH:
    $ ssh -p 122 admin@hostname -- 'ghe-support-bundle -o' > support-bundle.tgz
    For more information about the ghe-support-bundle command, see "Command-line utilities".
  2. If a support engineer has given you an upload link for your support bundle, use this link. Otherwise, visit https://support.github.com/ and sign in (if prompted) to an enterprise account that is entitled to support.
  3. 访问 https://support.github.com/uploads 并上传您的支持包。

Uploading a support bundle using your enterprise account

  1. 导航至 GitHub.com。

  2. 在 GitHub.com 的右上角,单击您的个人资料照片,然后单击 Your enterprises(您的企业)GitHub Enterprise Server 上个人资料照片下拉菜单中的"Your enterprises(您的企业)"

  3. 在企业列表中,单击您想要查看的企业。 企业列表中的企业名称

  4. 在企业帐户侧边栏中,单击 Settings(设置)企业帐户侧边栏中的“设置”选项卡

  5. In the left sidebar, click Enterprise licensing. "Enterprise licensing" tab in the enterprise account settings sidebar

  6. Under "GitHub Enterprise Help", click Upload a support bundle. Upload a support bundle link

  7. Under "Select an enterprise account", select the support bundle's associated account from the drop-down menu. Choose the support bundle's enterprise account

  8. Under "Upload a support bundle for GitHub Enterprise 支持", to select your support bundle, click Choose file, or drag your support bundle file onto Choose file. Upload support bundle file

  9. 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 your GitHub Enterprise Server instance.
  • Outbound HTTPS connections over TCP port 443 are allowed from your GitHub Enterprise Server instance to enterprise-bundles.github.com and esbtoolsproduction.blob.core.windows.net.
  1. Upload the bundle to our support bundle server:
    $ ssh -p122 admin@hostname -- '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 GitHub 支持 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 管理控制台.

To prevent bundles from becoming too large, bundles only contain logs that haven't been rotated and compressed. Log rotation on GitHub Enterprise 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 your GitHub Enterprise Server instance 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@hostname -- 'ghe-support-bundle -o -x' > support-bundle.tgz
  2. If a support engineer has given you an upload link for your support bundle, use this link. Otherwise, visit https://support.github.com/ and sign in (if prompted) to an enterprise account that is entitled to support.
  3. 访问 https://support.github.com/uploads 并上传您的支持包。

Uploading an extended support bundle directly using SSH

You can directly upload a support bundle to our server if:

  • You have SSH access to your GitHub Enterprise Server instance.
  • Outbound HTTPS connections over TCP port 443 are allowed from your GitHub Enterprise Server instance to enterprise-bundles.github.com and esbtoolsproduction.blob.core.windows.net.
  1. Upload the bundle to our support bundle server:
    $ ssh -p122 admin@hostname -- 'ghe-support-bundle -u -x'

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