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 plugin 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. The plugin is bundled with all Atlassian products, and can also be downloaded from the Atlassian Marketplace.

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   Administration > Support Tools  (under System Settings)
  • 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. Refer to the table below to find out what each option contains.

You can also create a support zip using the REST API. Find out how to do this in Server applications or Data Center applications.

In this table 'application' refers to the name of your application, for example Confluence. 

Option Where is it in the Support Zip? What does it contain?
Application Properties application-properties/application.xml
  • Information about the plugins installed
  • Java Configuration
  • Operating System
  • License information
  • Database connectivity
  • Application statistics
Thread Dumps thread-dump/threaddump_date.tdump
  • Three thread dumps, taken at 5 second intervals.

In some cases, the thread dumps generated by the Support Tools plugin may not show all of the required information. Support may ask you to generate thread dumps externally if more information is required.

Application Configuration Files application-config

Batch (*.bat) and Shell (*.sh) scripts for:

  • setclasspath
  • setenv
  • shutdown
  • start-application
  • startup
  • stop-application

Application configuration files - such as confluence.cfg.xml

Application Customization application-customisations Modified layout files, extra stylesheets and javascript (if configured).
Health check results healthcheckResults.txt Lists every health check and current results for your instance.
Tomcat Configuration Files tomcat-config Configuration for Tomcat, including the application's server.xmlweb.xml and context.xml files.
Authentication Configuration auth-cfg Configuration of user directories in your application. Some applications may also include a Directory Configuration Summary.
Cache Configuration cache-cfg Configuration for caching in your application. It may be omitted if your application does not provide this information.
Application Logs application-logs Logs generated from the application itself. Diagnostic information will also be generally logged to this location.
Tomcat Logs tomcat-logs Logs generated from the Tomcat container, including catalina.out and it's dated variants.
Limit File Sizes
If this option is ticked, the support zip will not include any file that is larger than 25MB. This can be useful on systems that have customised logging. Note that the size of the support zip may exceed 25MB; this only applies to which files are included.
Last modified on Jun 14, 2018

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