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此版本的 GitHub Enterprise 将停止服务 2023-01-18. 即使针对重大安全问题,也不会发布补丁。 为了获得更好的性能、更高的安全性和新功能,请升级到最新版本的 GitHub Enterprise。 如需升级帮助,请联系 GitHub Enterprise 支持

Providing data to GitHub Support

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

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.

  1. 从 GitHub Enterprise Server 上的管理帐户任意页面的右上角,单击

    用于访问站点管理员设置的火箭图标的屏幕截图

  2. 如果你尚未在“站点管理员”页上,请在左上角单击“站点管理员”。

    “站点管理员”链接的屏幕截图

  3. 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

  4. 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

  5. 在 管理控制台 的右上角,单击“支持”。 用于访问支持区域的按钮

  6. 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 "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.

  1. 从 GitHub Enterprise Server 上的管理帐户任意页面的右上角,单击

    用于访问站点管理员设置的火箭图标的屏幕截图

  2. 如果你尚未在“站点管理员”页上,请在左上角单击“站点管理员”。

    “站点管理员”链接的屏幕截图

  3. 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

  4. 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

  5. 在 管理控制台 的右上角,单击“支持”。 用于访问支持区域的按钮

  6. Click Download support bundle.

  7. 如果支持工程师为你提供了支持包的上传链接,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)。

  8. 访问 https://support.github.com/uploads 并上传支持捆绑包。

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”。

  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. 如果支持工程师为你提供了支持包的上传链接,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)。
  3. 访问 https://support.github.com/uploads 并上传支持捆绑包。

Uploading a support bundle using your enterprise account

  1. 导航到 GitHub.com。

  2. 在 GitHub.com 的右上角,单击你的个人资料照片,然后单击“你的企业”。 GitHub Enterprise Server 上个人资料照片下拉菜单中的“你的企业”

  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 “设置”。 企业帐户侧边栏中的“设置”选项卡

  5. In the left sidebar, click Enterprise licensing. Screenshot showing "Enterprise licensing" link in the enterprise account settings sidebar.

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

  7. Under "Select an enterprise account", select the support bundle's associated account from the drop-down menu. Screenshot showing the dropdown menu to select 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. Screenshot showing the "Choose file" button to upload a 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. 如果支持工程师为你提供了支持包的上传链接,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)。
  3. 访问 https://support.github.com/uploads 并上传支持捆绑包。

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.
  1. Upload the bundle to our support bundle server:
    $ ssh -p122 admin@HOSTNAME -- 'ghe-support-bundle -u -x'

Further reading