Use the System Console or the mmctl system supportpacket command to generate a Mattermost Support Packet that includes configuration information, logs, plugin details, and data on external dependencies. Confidential data, such as passwords, are automatically stripped.
Contents of a support packet#
A Mattermost Support Packet can contain the following files:
mattermost.log
plugins.json
sanitized_config.json
support_packet.yaml
Go performance metrics, including:
cpu.prof
,heap.prof
, andgoroutines
warning.txt
(present when issues are encountered during packet generation)
Note
LDAP groups are not included during Support Packet generation. Only
LDAP Version
andLDAP Vendor
are included when present. These values are included in thesupport_packet.yaml
file.From Mattermost v9.11,
LDAP Vendor
errors are included in the Support Packet. If fetching the LDAP Vendor name fails, the Support Packet generation includes the error inwarning.txt
. If no LDAP Vendor name is found, the Support Packet lists them asunknown
.
Generate the support packet#
Important
Before generating a support packet, go to System Console > Environment > Logging and ensure Output logs to file is set to true, and set File Log Level to DEBUG.
Go to the System Console, and select Commercial Support from the System Console menu.
Select Download Support Packet. A zip file is downloaded to the local machine. You’ll be notified if any packet files are unavailable during packet generation. See the
warning.txt
file for details.
Run the mmctl system supportpacket command to generate and download a Support Packet to share with Mattermost Support.
go run ./cmd/mmctl system supportpacket
Downloading Support Packet
Downloaded Support Packet to mattermost_support_packet_.zip
Santitize confidential data#
When present, the following information is santized during packet generation: LdapSettings.BindPassword
, FileSettings.PublicLinkSalt
, FileSettings.AmazonS3SecretAccessKey
, EmailSettings.SMTPPassword
, GitLabSettings.Secret
, GoogleSettings.Secret
, Office365Settings.Secret
, OpenIdSettings.Secret
, SqlSettings.DataSource
, SqlSettings.AtRestEncryptKey
, ElasticsearchSettings.Password
, All SqlSettings.DataSourceReplicas
, All SqlSettings.DataSourceSearchReplicas
, MessageExportSettings.GlobalRelaySettings.SmtpPassword
, and ServiceSettings.SplitKey
. Plugins are not sanitized during packet generation.
Ensure you sanitize any additional confidential details in the plugin.json
file before sharing it with Mattermost. Replace details with example strings that contain the same special characters if possible, as special characters are common causes of configuration errors.
Metadata#
From Mattermost v9.11, generated Support Packets include a metadata.yaml
file that contains the following information.
Field name |
Required/Optional |
Description |
Example |
---|---|---|---|
version |
Required |
Version of the schema that the current metadata file is compatible with. Current version is 1. |
1 |
type |
Required |
The type of the packet. Each type of support packet can be mapped to a specific component generating the support packet. |
mattermost |
generated_at |
Required |
The date and time the packet was created. Value is in epoch (ms). |
1707473288731 |
server_version |
Required |
Version of the server that the support packet was generated at. Semver is expected. |
9.1.1 |
server_id |
Required |
Unique identifier of the server. Expected to be 26 characters or longer. |
9qpiszyjr3g8bxda35abcd1234 |
license_id |
Optional |
Unique identifier of the current server’s license. Expected to be 26 characters or longer. This field is empty when there’s no license. |
abcdejisd67yigqhmkz4ho1234 |
customer_id |
Optional |
The id of the customer, as defined in the license file. Expected to be 26 characters or longer. Empty when there’s no license. |
a1b2c3d4qbbr5cpkbpbmef123h |
extras |
Optional |
Key/value of any additional information, specific to the plugin/component that generated the file. Can be useful for identifying the contents of the data. Consider adding plugin (or component) versions in order to set expectation regarding the contents of this object. |
|
extras.plugin_id |
Required for plugins |
The ID of the plugin. |
|
extras.plugin_version |
Required for plugins |
The version of the plugin. |
For example:
version: 1
type: support-packet
generated_at: 1622569200
server_version: 9.1.1
server_id: 8fqk9rti13fmpxdd5934a3xsxh
license_id: 3g3pqn8in3brzjkozcn1kdidgr
customer_id: 74cmws7gf3ykpj31car7zahsny
extras:
plugin_version: 0.1.0
Go performance metrics#
The Support Packet contains 3 go runtime profiling files:
cpu.prof
contains a 5-second CPU profileheap.prof
contains a heap profilegoroutines
contains a dump of all the running go routines
These files can be read using pprof.
Use go tool pprof -web X
to open a visualization of the profile in your browser, replacing X
with the profile’s file name.