Create a Support Zip
If you're having problems with an Atlassian application, it can be useful to create a support zip for the Atlassian Support Team, which contains logs from your instance, and diagnostic and configuration information. Support zips help Atlassian Support understand how your application has been configured and troubleshoot your problem. Providing a support zip is completely optional, but it does provide a great deal of useful information for Atlassian Support.
The Atlassian Troubleshooting and support tools app (add-on) simplifies the process of gathering your log and configuration files. It sanitizes any usernames and passwords it finds in your configuration files, but does not sanitise usernames and content present in the log files. It's bundled with all Atlassian products, and can also be downloaded from the Atlassian Marketplace.
The information on this page is for the latest version of the Atlassian Troubleshooting and Support Tools app. Your version may look slightly different, but the basic functionality is the same.
Creating a support zip
Troubleshooting and support tools can be found in your application's administration console. You'll need to be logged in as an Administrator to use it.
- For Bamboo go to > Overview > Support Tools (under System)
- For Bitbucket go to > Administration > Troubleshooting and support tools (under Support)
- For Confluence go to > General Configuration > Troubleshooting and support tools (under Administration)
- For Crowd (2.11 and later) go to > Support Tools
- For FishEye / Crucible go to (under System Settings) > Administration > Support Tools
- For Jira applications go to > System > Troubleshooting and support tools (under System support)
To create a support zip, go to the Create support zip tab, and choose Create zip.
If your application is clustered, all available cluster nodes will be listed. You can create a zip on a single node, or on multiple nodes.
- Customize the contents of your zip file
- Create a new support zip on this node
- Download the zip file once it's been created
Customizing the contents of the zip
You can choose what to include in each support zip you create. By default, everything is included, except for thread dumps.
To customize the zip:
- Choose Customize zip
- Deselect any items you don't want to include in the zip
- Choose Save, then hit Create zip.
These preferences apply to all zips created during this session (for example your choices will apply to multiple nodes). We don't save your preferences for next time.
Here's a summary of what is included in the support zip.
|All||Includes memory statistics, system settings, and other configurations. This information is included in every support zip.|
Includes all logs contained in the home directory.
Includes Apache Tomcat configuration files such as
|Includes log files stored in the installation directory, such as |
|Console out log|
|Includes authentication configuration files such as |
|Includes any cache configuration properties files.|
|Includes results of previous health checks.|
Includes velocity templates, custom HTML and custom CSS.
|Includes plugin configuration files.|
|Includes all locally modified files.|
Plugin state properties
Generates 3 thread dumps at 5 second intervals for performance analysis.
This method of generating thread dumps may include all information. Our support team may ask you to generate thread dumps externally if more information is required.
|Limit file sizes||All|
Limits the size of files to 25mb. This means that larger files, like log files, will be truncated.