Generating a support packet

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.

  1. Go to the System Console, and select Commercial Support from the System Console menu.

    Example of available System Console menu options.
  2. 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.

  3. 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.

Go performance metrics

The Support Packet contains 3 go runtime profiling files:

  • cpu.prof contains a 5-second CPU profile

  • heap.prof contains a heap profile

  • goroutines 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.