Generating a support packet
Available on Enterprise and Professional plans
self-hosted deployments
Also available in legacy Mattermost Enterprise Edition E10 or E20
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.
A Mattermost Support Packet can contain the following files:
mattermost.log
plugins.json
sanitized_config.json
support_packet.yaml
cpu.prof
heap.prof
goroutines
warning.txt
(present when issues are encountered during packet generation)
Note
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
, ServiceSettings.GfycatApiSecret
, and ServiceSettings.SplitKey
. Plugins are not sanitized during packet generation.
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.Sanitize any confidential details in the
plugin.json
file before sending the Support Packet to Mattermost Support. When sanitizing Support Packet data, replace details with example strings that contain the same special characters if possible, as special characters are common causes of configuration errors.
Note
LDAP groups are not included during Support Packet generation. Only LDAP Version
and LDAP Vendor
are included when present. These values are included in the support_packet.yaml
file.
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
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.