Raising a request with Atlassian Support

If you encounter any problems when setting up or using Bitbucket Server, please let us know — we're here to help!

If you're on a starter license, we suggest you check out the following resources:

If you're interesting in upgrading to get private technical support, have a read here to get an idea of what needs to be done.

If you've found a bug in Bitbucket Server, or want to request a feature or improvement, raise a ticket in the Bitbucket Server project of our public issue tracker. Try searching for similar issues - voting for an existing issue is quicker, and avoids duplicates.

If you still need assistance, please raise a support request, either from within Bitbucket Server or on the Atlassian Support site, as described in the following sections.

Providing as much information as possible about your Bitbucket Server installation with your initial request will help our Support Engineers to give you a faster and more complete response.

On this page:

Raising a Support Request from within Bitbucket Server

This method depends on having a mail server configured for Bitbucket Server that supports large zip file attachments.

  1. Log in to Bitbucket Server (as a System Administrator) and go to the admin area.
  2. Click Atlassian Troubleshooting and Support tool (under 'Support') then Support Request
  3. Provide as much information as possible in the Description, including steps to replicate the problem, and any error messages that are appearing on the console or in the logs. For performance issues, please include profiling logs. See the section below about information you should provide.
  4. Click Send

This will produce a zip file containing the information categories selected from the list and will email this to Atlassian Support. You will receive an email advising you of details of the Support Request that was automatically created, and you will receive emailed updates about progress on your issue. You can also see the status of your request directly by visiting the Atlassian Support System.

Raising a Support request yourself at Atlassian Support

  1. Log in to Bitbucket Server (as a System Administrator) and go to the admin area.
  2. Click Atlassian Troubleshooting and Support tool (under 'Support') then Support Zip.
  3. Select information categories to include in the zip file. 
  4. Click Create.

The zip file is created in the home directory of the Bitbucket Server instance, for example  <Bitbucket home directory>\export\Bitbucket Server_support_2013-11-17-20-49-18.zip.

When you now go to Atlassian Support and create a Support Request, you can attach the Support Zip file to the request.

Please provide as much information as possible in the request, including steps to replicate the problem, and any error messages that are appearing on the console or in the logs. For performance issues, please include profiling logs. See the section below about information you should provide.

Information you should provide

In addition to the logs and configuration information that you can include in the Support Request zip file, the following information can help to give you a faster response:

Environment details

  • Bitbucket Server version
  • Java version (for example OpenJDK 1.7.0 JRE)
  • Git and Perl versions
  • Operating system (for example, Windows 7, macOS 10.6.8)
  • Database type (for example, MySQL) and version
  • Browsers and versions
  • Network topology - is Bitbucket Server running behind a reverse proxy? Is that secured using HTTPS (SSL)? 

Configuration

  • Java settings, including JVM_MINIMUM_MEMORY, JVM_MAXIMUM_MEMORY

Logs

You may need to adjust the logging level, or enable profiling in Bitbucket Server, in order to get more detailed logs. See Bitbucket Server debug logging.

  • Debug logs – Bitbucket Server debug logs can be found in  <Bitbucket home directory>/log.
  • Profiling logs – Bitbucket Server profiling logs can help with analyzing performance issues and can be found in  <Bitbucket home directory>/log.

Performance factors

  • Number of concurrent Git clones
  • Number of users
  • The size of the .git directory
  • CPU spec, number of cores, whether hyperthreading is enabled
  • RAM and cache sizes

Integrations

  • Other Atlassian applications (and their versions)
  • Which build servers are integrated with Bitbucket Server, if any?
  • Are Application Links configured?
Last modified on Feb 11, 2019

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