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Generating a support bundle

A support bundle collects logs, configuration and diagnostics from one cluster into a single archive you can hand to support. Collection is read-only, and one bundle is collected at a time.

Estimate before you collect​

A bundle can run to gigabytes. The estimate runs the same file selection the collector does, so the size it reports is the size you will get. The duration is a lower bound; collection can take longer. Estimate before committing to a wide time window.

Start from a scenario​

A scenario is a preset for a symptom. It selects the artifacts support usually asks for, so you do not have to choose them one by one.

For example:

  • Compute node crash gathers what it takes to triage a crash or a restart loop — output from the run before the crash, and the query that was in flight.
  • Query trace follows a single query ID across the coordinator logs, and needs you to supply the ID.

Others exist, and the set grows over time. The console carries the current list with a description of each; start there rather than from this page.

A scenario pre-selects a subset. It does not restrict what you can add, and everything it selects can be changed.

What gets collected​

A bundle can include, among other things:

  • Cluster definition and configuration files — how the cluster and its warehouses are set up
  • Log files and log search — everything in the window, or only the lines matching a search
  • Diagnostic queries — read-only queries describing cluster state, such as nodes and running jobs
  • Thread dumps and thread stacks — what coordinators and compute nodes were doing at the moment of collection
  • Query audit analysis — failed statements, and the heaviest queries in the window
  • Crash context and memory diagnostics — evidence for one specific class of failure
  • Metrics snapshot — the monitoring window, so support sees the same charts you do. It comes back empty if no Prometheus is wired to Anywhere, and nothing in the bundle says so — check the console's monitoring pages before collecting a bundle for anything performance-related

Getting the archive​

There are two ways to retrieve a finished bundle.

  • Download — the archive comes back through your existing session. Use it when you want to look at the bundle yourself, or send it to support manually.
  • Export link — a pre-signed URL with an expiry. Anyone holding the link can download the bundle, so treat it as a credential. Useful for sharing within your own network, or with support where outbound transfer is permitted by your policy.

Bundles are removed after 7 days.

What is masked, and what is not​

Credentials in manifests and configuration files are masked irreversibly.

Audit logs contain user SQL verbatim and are deliberately not masked. Review a bundle before sending it outside your organisation.

Every bundle contains a safety-report.txt listing what ran and what the masking covered. It is generated from the artifacts that executed, so it describes that bundle rather than the product in general — see Reading a support bundle.