Raising a request with Atlassian Support

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

You may want to search the following first:

• the Atlassian Answers site (the Stash forum), where Atlassian staff and Stash users can answer your questions.
• the Stash Knowledge Base.

If you've found a bug in Stash, or want to request a feature or improvement, raise a ticket in the Stash 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 Stash or on the Atlassian Support site, as described in the following sections.

Providing as much information as possible about your Stash 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 Stash

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

1. Log in to Stash (as a System Administrator) and go to the admin area.
2. Click Atlassian Support Tools (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 Stash (as a System Administrator) and go to the admin area.
2. Click Atlassian Support Tools (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 Stash server, for example <STASH_HOME>\export\Stash_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

• Stash version
• Java version (for example OpenJDK 1.7.0 JRE)
• Git and Perl versions
• Operating system (for example, Windows 7, Mac OS X 10.6.8)
• Database type (for example, MySQL) and version
• Browsers and versions
• Network topology - is Stash 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 Stash, in order to get more detailed logs. See Stash debug logging.

• Debug logs – Stash debug logs can be found in <STASH_HOME>/log.
• Profiling logs – Stash profiling logs can help with analyzing performance issues and can be found in <STASH_HOME>/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 Stash, if any?
• Are Application Links configured?