About support bundles
A support bundle is a compressed archive of diagnostic data from your GitHub Enterprise Server instance. You can use support bundles to work with Soporte de GitHub on issues and to generate Health Check reports that summarize your instance's configuration, health, and activity.
When to generate a support bundle
Generate a support bundle in several scenarios:
Support ticket investigation
Soporte de GitHub may request a support bundle when investigating performance problems, service failures, authentication issues, or other operational problems. Open a support ticket first, then generate the bundle and include your ticket number to associate it with your case. For details, see Utilidades de la línea de comandos.
Health Check analysis
You can generate a support bundle to create a Health Check report. Health Checks analyze your support bundle data and report on your instance's health, security, Git operations, and API usage. For more information, see Generar una evaluación de salud para su empresa.
Contents of a support bundle
Support bundles contain several categories of data from your instance. The exact contents depend on your GitHub Enterprise Server version and configuration.
System and instance information
Support bundles include diagnostic data about your instance's settings and environment, such as version information, system configuration, license details, and the output from the ghe-diagnostics command. For a complete list of diagnostic information, see Proporcionar datos al soporte técnico de GitHub.
Log files
Support bundles include log files from your instance's system services, applications, and databases. The amount of log data collected depends on the bundle type. To learn more about available log files, see Acerca de los registros del sistema.
Standard and extended bundles
There are two types of support bundles. A standard bundle is smaller and faster to generate, while an extended bundle provides more comprehensive data for in-depth troubleshooting.
| Standard bundle | Extended bundle (-x flag) | |
|---|---|---|
| Log duration | 2 days | 8 days |
| Rotated log files | Excluded | Included |
| Core dumps | Excluded | Included |
| Disk usage report | Excluded | Included |
| Hotpatch logs | Latest only | All versions |
Soporte de GitHub will advise which type of bundle to generate. When in doubt, generate an extended bundle to ensure all diagnostic data is available. You can also specify a custom log duration using the --period flag (for example, --period '4 days').
Service status and metrics
Support bundles include current service health status, process information, performance metrics, and configuration files for key services running on your instance.
High availability information
If your instance uses high availability or clustering, support bundles include:
- Replication status and lag information
- Cluster node configuration
- Cache replica details
Data privacy and security
Support bundles are designed to help diagnose issues while protecting sensitive information:
- Sanitization: Sensitive data such as passwords, tokens, and private keys are removed or obfuscated before collection.
- No repository content: Support bundles don't include the contents of your Git repositories, such as source code, commit data, or file contents.
- User data: Support bundles don't include user profile information beyond what appears in system logs.
- License information: The bundle includes your organization name and license reference so Soporte de GitHub can identify your instance.
When you provide a support bundle to Soporte de GitHub, GitHub uses the data only to address your support request. GitHub won't disclose your data to third parties without your explicit consent unless required by law.
Support bundle size and generation time
Support bundle size and generation time vary based on:
- Instance size and activity level
- Number and size of repositories
- Length of time since last log rotation
- Whether the instance uses clustering or high availability
Typical support bundles range from a few hundred MB to several GB. Generating a bundle can take from a few minutes for smaller instances to over an hour for very large or heavily loaded instances.
Large support bundles may affect instance performance during generation. Consider the following:
- System load: Generating a support bundle uses CPU, memory, and disk I/O resources.
- Timing: If possible, generate support bundles during off-peak hours.
- Maintenance mode: If your instance has severe performance issues, consider enabling maintenance mode before generating a support bundle to ensure it completes successfully. For more information, see Habilitar y programar el modo de mantenimiento.
Reducing performance impact
The ghe-support-bundle command automatically runs at the lowest CPU and I/O priority, so production workloads take precedence. To further reduce resource usage during generation, you can use these flags:
--no-async(-n): Runs collections sequentially instead of in parallel, reducing resource contention.--num-jobs 1(-l 1): Limits parallelism to a single collection thread. The default is one third of the available CPU count.
For example, to generate and upload an extended bundle with minimal performance impact:
ghe-support-bundle -x -u --no-async --num-jobs 1
Relationship to other diagnostic tools
Support bundles work alongside other monitoring and diagnostic features:
Diagnostics files
The ghe-diagnostics command generates a smaller diagnostic file containing a subset of information from a full support bundle. Diagnostic files are useful for quick health checks or when you can't generate a full support bundle. The diagnostics output is also included in every support bundle.
Monitor dashboards
The Monitor page in the Consola de administración provides real-time and historical metrics about your instance. For more information, see Acerca de panel de supervisión.
Generating and sharing support bundles
You can generate and share support bundles using the Consola de administración or the command line. For detailed instructions, see Proporcionar datos al soporte técnico de GitHub.
Considerations for clustering
If you use GitHub Enterprise Server clustering, you can generate:
- Per-node bundles: Support bundles for individual cluster nodes.
- Cluster bundles: A combined bundle from all cluster nodes using
ghe-cluster-support-bundle.
Soporte de GitHub will advise which type of bundle to generate based on the issue you're investigating.
Failed support bundle generation
The most common cause of failed bundle generation is insufficient free disk space in /data/user/tmp. Support bundles are assembled in this directory before compression, so it needs enough room to hold the uncompressed data. Check available space before generating a bundle:
df -h /data/user/tmp
If the generation fails or takes an unusually long time, free up space in /data/user/tmp and try again. If issues persist, contact Soporte de GitHub for assistance. As an alternative, you can generate a smaller diagnostics file using the ghe-diagnostics command.