About diagnostic files and support bundles
GitHub 支持 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 GitHub Enterprise 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 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.
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从 GitHub Enterprise Server 上的管理帐户任意页面的右上角,单击 。
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如果� 尚未在“站点管理员”页上,请在左上角单击“站点管理员”。
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在左侧边� �中,单击“管理控制台”。
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如有提示,请输入您的 管理控制台 密� �。
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在 管理控制台 的右上角,单击“支持”。
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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 sitegithub-logs/audit.log
: GitHub Enterprise Server audit logsbabeld-logs/babeld.log
: Git proxy logssystem-logs/haproxy.log
: HAProxy logselasticsearch-logs/github-enterprise.log
: Elasticsearch logsconfiguration-logs/ghe-config.log
: GitHub Enterprise Server configuration logscollectd/logs/collectd.log
: Collectd logsmail-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: 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.
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从 GitHub Enterprise Server 上的管理帐户任意页面的右上角,单击 。
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如果� 尚未在“站点管理员”页上,请在左上角单击“站点管理员”。
-
在左侧边� �中,单击“管理控制台”。
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如有提示,请输入您的 管理控制台 密� �。
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在 管理控制台 的右上角,单击“支持”。
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Click Download support bundle.
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如果支持工程师为� 提供了支持包的上� 链接,请使用此链接。 否则,请访问 https://support.github.com/ 并登录有权获得支持的企业帐户(如果出现提示)。
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访问 https://support.github.com/uploads 并上� 支持捆绑包。
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.
注意:如果使用的是异地复制配置,或 GitHub Enterprise 群集,则应使用 ghe-cluster-support-bundle
命令检索支持包。 有关详细信息,请参阅“命令行实用工具”。
- Download the support bundle via SSH:
For more information about the$ ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -o' > support-bundle.tgz
ghe-support-bundle
command, see "Command-line utilities". - 如果支持工程师为� 提供了支持包的上� 链接,请使用此链接。 否则,请访问 https://support.github.com/ 并登录有权获得支持的企业帐户(如果出现提示)。
- 访问 https://support.github.com/uploads 并上� 支持捆绑包。
Uploading a support bundle using your enterprise account
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导航到 GitHub.com。
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在 GitHub.com 的右上角,单击� 的个人资料照片,然后单击“� 的企业”。
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在企业列表中,单击您想要查看的企业。
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在企业帐户侧边� �中,单击 “设置”。
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In the left sidebar, click Enterprise licensing.
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Under "GitHub Enterprise Help", click Upload a support bundle.
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Under "Select an enterprise account", select the support bundle's associated account from the drop-down menu.
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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.
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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.
- 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.
- Download the extended support bundle via SSH by adding the
-x
flag to theghe-support-bundle
command:$ ssh -p 122 admin@HOSTNAME -- 'ghe-support-bundle -o -x' > support-bundle.tgz
- 如果支持工程师为� 提供了支持包的上� 链接,请使用此链接。 否则,请访问 https://support.github.com/ 并登录有权获得支持的企业帐户(如果出现提示)。
- 访问 https://support.github.com/uploads 并上� 支持捆绑包。
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.
- Upload the bundle to our support bundle server:
$ ssh -p122 admin@HOSTNAME -- 'ghe-support-bundle -u -x'