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Providing data to GitHub Support

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

About diagnostic files and support bundles

Suporte do 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 Console de Gerenciamento or by running the ghe-diagnostics command-line utility.

Creating a diagnostic file from the Console de Gerenciamento

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

  1. Em uma conta administrativa no GitHub Enterprise Server, no canto superior direito de qualquer página, clique em .

    Captura de tela do ícone de foguete para acesso às configurações de administração do site

  2. Se você ainda não estiver na página "Administração do site", no canto superior esquerdo, clique em Administração do site.

    Captura de tela do link "Administração do site"

  3. Na barra lateral à esquerda, clique em Console de Gerenciamento . Guia Console de Gerenciamento na barra lateral esquerda

  4. Se solicitado, digite sua senha do Console de Gerenciamento. Tela de desbloqueio do Console de Gerenciamento

  5. No canto superior direito do Console de Gerenciamento, clique em Suporte. Botão para acessar a área de suporte

  6. Click Download diagnostics info.

Creating a diagnostic file using SSH

You can use this method without signing into the Console de Gerenciamento.

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
  • Console de Gerenciamento 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 Suporte do GitHub, you'll be sent a confirmation email that will contain a ticket reference link. If Suporte do 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 Console de Gerenciamento

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

  1. Em uma conta administrativa no GitHub Enterprise Server, no canto superior direito de qualquer página, clique em .

    Captura de tela do ícone de foguete para acesso às configurações de administração do site

  2. Se você ainda não estiver na página "Administração do site", no canto superior esquerdo, clique em Administração do site.

    Captura de tela do link "Administração do site"

  3. Na barra lateral à esquerda, clique em Console de Gerenciamento . Guia Console de Gerenciamento na barra lateral esquerda

  4. Se solicitado, digite sua senha do Console de Gerenciamento. Tela de desbloqueio do Console de Gerenciamento

  5. No canto superior direito do Console de Gerenciamento, clique em Suporte. Botão para acessar a área de suporte

  6. Click Download support bundle.

  7. Se um engenheiro de suporte forneceu um link de carregamento para o pacote de suporte, use esse link. Caso contrário, acesse https://support.github.com/ e entre (se solicitado) em uma conta corporativa com direito a suporte.

  8. Acesse https://support.github.com/uploads e carregue seu pacote de suporte.

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.

Observação: se você estiver usando uma configuração de replicação geográfica ou o Clustering do GitHub Enterprise, use o comando ghe-cluster-support-bundle para recuperar o pacote de suporte. Para obter mais informações, confira "Utilitários de linha de comando".

  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. Se um engenheiro de suporte forneceu um link de carregamento para o pacote de suporte, use esse link. Caso contrário, acesse https://support.github.com/ e entre (se solicitado) em uma conta corporativa com direito a suporte.
  3. Acesse https://support.github.com/uploads e carregue seu pacote de suporte.

Uploading a support bundle using your enterprise account

  1. Navegue até o GitHub.com.

  2. No canto superior direito do GitHub.com, clique na foto do seu perfil e em Suas empresas. "Suas empresas" no menu suspenso na foto de perfil no GitHub Enterprise Server

  3. Na lista de empresas, clique na empresa que você deseja visualizar. Nome de uma empresa na lista das suas empresas

  4. Na barra lateral da conta corporativa, clique em Configurações. Guia Configurações na barra lateral das contas corporativas

  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 Suporte do 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 Suporte do 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 Console de Gerenciamento.

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. Se um engenheiro de suporte forneceu um link de carregamento para o pacote de suporte, use esse link. Caso contrário, acesse https://support.github.com/ e entre (se solicitado) em uma conta corporativa com direito a suporte.
  3. Acesse https://support.github.com/uploads e carregue seu pacote de suporte.

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