Since GitHub Enterprise Support does not have access to your environment, we require some additional information from you.

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
  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.

Uploading from the command line

You can also upload the bundle directly to support with the -u flag:

ssh -p122 admin@host -- 'ghe-support-bundle -u'
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@[hostname] -- 'ghe-support-bundle -x -o' > support-bundle.tgz

Extended bundles can only be downloaded from the command line.


Diagnostics are an overview of a GitHub Enterprise instance's settings and environment that contains:

  • Client license information, including company name, expiry date, and number of seats
  • Version numbers and SHAs
  • VM architecture
  • Host name, privacy mode, SSL settings
  • Load and process listings
  • Network settings
  • Authentication method and details
  • Number of repositories, users, and other installation data

There are two ways to retrieve your diagnostics:

Download from the Management Console

This method is convenient when you don't have your SSH key readily available.

  1. Go to https://[hostname]/setup/diagnostics.
  2. Click Download diagnostics.
Run the command-line utility

Use the ghe-diagnostics command-line utility to retrieve the diagnostics for your instance. This method allows you to skip signing in to the Management Console.

ssh -p122 admin@[hostname] -- 'ghe-diagnostics' > diagnostics.txt