Create a Support Zip

Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

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 Bitbucket Mirror go to  > Administration > Troubleshooting and support tools - [Mirror] (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, 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. 

  1. Customize the contents of your zip file
  2. Create a new support zip on this node
  3. Download the zip file once it's been created


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

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:

  1. Choose Customize zip
  2. Deselect any items you don't want to include in the zip
  3. 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.  

ItemApplicationNew Text

Application properties

/application-properties

All Includes memory statistics, system settings, and other configurations. This information is included in every support zip.

<Application> configuration

/application-config

All

  • Bamboo: includes bamboo.cfg.xml and mail configuration.
  • Bitbucket: includes bitbucket.properties.
  • Confluence: includes confluence.cfg.xml, log config and startup scripts.
  • Crowd: includes crowd.cfg.xml, log config and startup scripts.
  • Fisheye / Crucible: includes config.xml.
  • Jira: includes database and log configuration files.

<Application> logs

/application-logs

All

Includes all logs contained in the home directory.

Tomcat configuration

/tomcat-config

Bamboo
Confluence
Crowd 
Jira

Includes Apache Tomcat configuration files such as server.xml and web.xml.

Tomcat logs

/tomcat-logs

Bamboo
Confluence
Crowd
Jira

Includes log files stored in the installation directory, such as catalina.out and GC logs.
Console out log

Fisheye

Includes fisheye.out log files.

Authentication configuration

/auth-cfg

Bamboo
Confluence
Jira

Includes authentication configuration files such as atlassian-user.xml, osuser.xml, crowd.properties.


Cache configuration

/cache-cfg

Confluence
Jira

Includes any cache configuration properties files.

Health checks

/healthchecks

Confluence
Jira

Includes results of previous health checks.

Confluence customizations

/confluence-customisations

Confluence

Includes velocity templates, custom HTML and custom CSS.

Synchrony configuration

/synchrony-config

ConfluenceIncludes synchrony-args.properties file.
Plugin configuration

Crucible
Fisheye

Includes plugin configuration files.
Modified files

Crucible
Fisheye

Includes all locally modified files.

Plugin state properties

/fecru-pluginstate-properties

Crucible
Fisheye

Includes pluginstate.properties file.

Thread dumps

/thread-dump

All 

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 sizesAll

Limits the size of files to 25mb. This means that larger files, like log files, will be truncated.

Note: If you've changed the location of your log files, they will not be included when you generate a support zip. You'll need to attach your logs to any support requests manually. 


Last modified on Apr 22, 2021

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