If you run into trouble with your GitHub Enterprise instance, our friendly, knowledgeable Enterprise Support team can help you out.

Support Bundle

The Support Bundle is a gzip-compressed tar archive that contains important logs from your instance:

  • github-logs/auth.log - Authentication-related errors that may be helpful when configuring LDAP, CAS, or SAML.
  • github-logs/exceptions.log - Information about 500 errors encountered on the site.
  • enterprise-manage/unicorn.log - Information about 500 errors encountered in the Management Console.

There are two ways to retrieve your Support Bundle:

Download from the Management Console

To download your Support Bundle from the Management Console:

  1. Go to https://[hostname]/setup/support.
  2. Click Download support bundle.
Download from the command line

To download your Support Bundle from the command line, run the following command from your local machine:

ssh -p122 admin@host -- 'ghe-support-bundle -o' > support-bundle.tgz

When you contact GitHub Enterprise support, you'll be sent a confirmation email that will contain a ticket reference link where you can upload the support bundle.

For more details about the ghe-support-bundle command, see the Command-line utilities documentation.

Obtaining an extended bundle

To prevent bundles from getting too large, they only contain logs that have not been rotated and compressed. Log rotation on GitHub Enterprise happens at various frequencies (daily or weekly) for different log files, depending on how large we expect the logs to be. If you need access to the older compressed logs, you can generate an extended support bundle from the command line on your local machine with the following command:

ssh -p122 admin@enterprise-server -- 'ghe-support-bundle -x -o' > support-bundle.tgz

Extended bundles can only be downloaded from the command line.

Contacting Enterprise Support

If you run into a problem with your Enterprise appliance, visit https://enterprise.github.com/support and click Open a support ticket to contact a member of Enterprise Support for quick assistance. Under "Attachments", please include the output file from https://[hostname]/setup/diagnostics.