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Esta versión de GitHub Enterprise se discontinuará el 2023-01-18. No se realizarán lanzamientos de patch, ni siquiera para problemas de seguridad críticos. Para obtener rendimiento mejorado, seguridad mejorada y nuevas características, actualice a la versión más reciente de GitHub Enterprise. Para obtener ayuda con la actualización, póngase en contacto con el soporte técnico de GitHub Enterprise.

Providing data to GitHub Support

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

About diagnostic files and support bundles

Soporte de GitHub 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 Consola de administración or by running the ghe-diagnostics command-line utility.

Creating a diagnostic file from the Consola de administración

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

  1. Desde una cuenta administrativa de GitHub Enterprise Server, en la esquina superior derecha de cualquier página, haz clic en .

    Captura de pantalla del icono de cohete para acceder a los ajustes administrativos

  2. Si todavía no está en la página "Administrador del sitio", en la esquina superior izquierda, haga clic en Administrador del sitio.

    Captura de pantalla del vínculo "Administrador del sitio"

  3. En la barra lateral de la izquierda, haga clic en Consola de administración . Pestaña Consola de administración en la barra lateral de la izquierda

  4. Si se te solicita, teclea tu contraseña de Consola de administración. Pantalla de desbloqueo de Consola de administración

  5. En la esquina superior derecha de Consola de administración, haga clic en Soporte técnico. Botón para acceder al área de soporte técnico

  6. Click Download diagnostics info.

Creating a diagnostic file using SSH

You can use this method without signing into the Consola de administración.

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
  • Consola de administración 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 Soporte de GitHub, you'll be sent a confirmation email that will contain a ticket reference link. If Soporte de GitHub 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 Consola de administración

You can use these steps to create and share a support bundle if you can access the web-based Consola de administración and have outbound internet access.

  1. Desde una cuenta administrativa de GitHub Enterprise Server, en la esquina superior derecha de cualquier página, haz clic en .

    Captura de pantalla del icono de cohete para acceder a los ajustes administrativos

  2. Si todavía no está en la página "Administrador del sitio", en la esquina superior izquierda, haga clic en Administrador del sitio.

    Captura de pantalla del vínculo "Administrador del sitio"

  3. En la barra lateral de la izquierda, haga clic en Consola de administración . Pestaña Consola de administración en la barra lateral de la izquierda

  4. Si se te solicita, teclea tu contraseña de Consola de administración. Pantalla de desbloqueo de Consola de administración

  5. En la esquina superior derecha de Consola de administración, haga clic en Soporte técnico. Botón para acceder al área de soporte técnico

  6. Click Download support bundle.

  7. Si un ingeniero de soporte te dio un enlace de carga para tu paquete de soporte, utiliza este enlace. De lo contrario, visite https://support.github.com/ e inicie sesión (si se le solicita) en una cuenta de empresa que tenga derecho a recibir soporte técnico.

  8. Visite https://support.github.com/uploads y cargue la agrupación de soporte técnico.

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.

Nota: Si usa una configuración de replicación geográfica o Agrupación en clústeres de GitHub Enterprise, debe utilizar el comando ghe-cluster-support-bundle para recuperar la agrupación de compatibilidad. Para más información, vea "Utilidades de línea de comandos".

  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. Si un ingeniero de soporte te dio un enlace de carga para tu paquete de soporte, utiliza este enlace. De lo contrario, visite https://support.github.com/ e inicie sesión (si se le solicita) en una cuenta de empresa que tenga derecho a recibir soporte técnico.
  3. Visite https://support.github.com/uploads y cargue la agrupación de soporte técnico.

Uploading a support bundle using your enterprise account

  1. Vaya a GitHub.com.

  2. En la esquina superior derecha de GitHub.com, haga clic en la imagen de perfil y después en Your enterprises. "Your enterprises" en el menú desplegable de la imagen de perfil en GitHub Enterprise Server

  3. En la lista de empresas, da clic en aquella que quieras ver. Nombre de una empresa en la lista de sus empresas

  4. En la barra lateral de la cuenta de empresa, haga clic en Configuración. Pestaña Configuración en la barra lateral de la cuenta de empresa

  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 Soporte técnico para GitHub Enterprise", 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 Soporte de GitHub 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 Consola de administración.

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. Si un ingeniero de soporte te dio un enlace de carga para tu paquete de soporte, utiliza este enlace. De lo contrario, visite https://support.github.com/ e inicie sesión (si se le solicita) en una cuenta de empresa que tenga derecho a recibir soporte técnico.
  3. Visite https://support.github.com/uploads y cargue la agrupación de soporte técnico.

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