You can contact GitHub Support for assistance with GitHub Actions.
Providing diagnostic and troubleshooting information
The contents of private and internal repositories are not visible to GitHub Support, so GitHub Support may request additional information to understand the complete context of your inquiry and reproduce any unexpected behavior. You can accelerate the resolution of your inquiry by providing this information when you initially raise a ticket with GitHub Support.
Some information that GitHub Support will request can include, but is not limited to, the following:
-
The URL of the workflow run.
For example:
https://github.com/ORG/REPO/actions/runs/0123456789 -
The workflow
.ymlfile(s) attached to the ticket as.txtfiles. For more information about workflows, see About workflows. -
A copy of your workflow run logs for an example workflow run failure. For more information about workflow run logs, see Using workflow run logs.
-
If you are running this workflow on a self-hosted runner, self-hosted runner logs which can be found under the
_diagfolder within the runner. For more information about self-hosted runners, see Monitoring and troubleshooting self-hosted runners.Self-hosted runner log file names are be formatted:
Runner_YYYY####-xxxxxx-utc.logandWorker_YYYY####-xxxxxx-utc.log.
Note
Attach files to your support ticket by changing the file's extension to .txt or .zip. If you include textual data such as log or workflow file snippets inline in your ticket, ensure they are formatted correctly as Markdown code blocks. For more information about proper Markdown formatting, see Basic writing and formatting syntax.
If the information you provide is unreadable due to the loss of formatting by improper Markdown syntax, GitHub Support may request that resubmit the information either as an attachment or with the correct Markdown formatting.
Warning
Ensure all files and text provided to GitHub Support have been properly redacted to remove sensitive information such as tokens and other secrets.
Ephemeral Runner Application Log Files
GitHub Support may request the runner application log files from ephemeral runners. GitHub expects and recommends that you have implemented a mechanism to forward and preserve the runner application log files from self-hosted ephemeral runners. For more information about runner application log files and troubleshooting self-hosted runners, see Monitoring and troubleshooting self-hosted runners.
Actions Runner Controller
If you are using Actions Runner Controller (ARC), GitHub Support may ask you to submit the complete logs for the controller, listeners, and runner pods. For more information about collecting Actions Runner Controller's logs, see Troubleshooting Actions Runner Controller errors.
For more information about the scope of support for Actions Runner Controller, see About support for Actions Runner Controller.
CodeQL and GitHub Actions
If you are requesting assistance with a CodeQL analysis workflow, GitHub Support may request a copy of the CodeQL debugging artifacts. For more information about debugging artifacts for a CodeQL analysis workflow, see Logs are not detailed enough.
To provide the debugging artifacts to GitHub Support, please download the CodeQL debugging artifacts from a sample workflow run and attach it to your ticket as a .zip file. For more information on downloading workflow artifacts, see Downloading workflow artifacts.
If the CodeQL debugging artifacts .zip file is too large to upload to the ticket, please advise GitHub Support, and we will work with you to determine the next steps.
Scope of support
If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of GitHub Support. Your support request is possibly out of GitHub Support's scope if the request is primarily about:
- Third party integrations, such as Jira
- Enterprise Cloud Importer (available only with expert-led migrations)
- CI/CD, such as Jenkins
- Writing scripts
- Configuration of external authentication systems, such as SAML identity providers
- Open source projects
- Writing or debugging new queries for CodeQL
- Cloud provider configurations, such as virtual network setup, custom firewall, or proxy rules.
- Container orchestration, such as Kubernetes setup, networking, etc.
- Detailed assistance with workflows and data management
- Public preview features. Support for public preview features is out of GitHub Support's scope. For support with public preview features, you can contact your account manager on GitHub's Sales team.
For detailed assistance with workflows and data management, consult GitHub Expert Services, which offer specialized support to help you optimize your use of the platform.
If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.