Generating a support bundle
A support bundle collects logs, configuration and diagnostics from one cluster into a single archive
you can hand to support. Collection is read-only, and one bundle is collected at a time.
Estimate before you collect
A bundle can run to gigabytes. The estimate runs the same file selection the collector does, so the
size it reports is the size you will get. The duration is a lower bound; collection can take longer.
Estimate before committing to a wide time window.
Start from a scenario
A scenario is a preset for a symptom. It selects the artifacts support usually asks for, so you do
not have to choose them one by one.
For example:
- Compute node crash gathers what it takes to triage a crash or a restart loop — output from
the run before the crash, and the query that was in flight.
- Query trace follows a single query ID across the coordinator logs, and needs you to supply
the ID.
Others exist, and the set grows over time. The console carries the current list with a description
of each; start there rather than from this page.
A scenario pre-selects a subset. It does not restrict what you can add, and everything it selects
can be changed.
What gets collected
A bundle can include, among other things:
- Cluster definition and configuration files — how the cluster and its warehouses are set up
- Log files and log search — everything in the window, or only the lines matching a search
- Diagnostic queries — read-only queries describing cluster state, such as nodes and running jobs
- Thread dumps and thread stacks — what coordinators and compute nodes were doing at the moment
of collection
- Query audit analysis — failed statements, and the heaviest queries in the window
- Crash context and memory diagnostics — evidence for one specific class of failure
- Metrics snapshot — the monitoring window, so support sees the same charts you do. It comes
back empty if no Prometheus is wired to Anywhere, and nothing in the bundle says so — check
the console’s monitoring pages before collecting a bundle for anything performance-related
Getting the archive
There are two ways to retrieve a finished bundle.
- Download — the archive comes back through your existing session. Use it when you want to look
at the bundle yourself, or send it to support manually.
- Export link — a pre-signed URL with an expiry. Anyone holding the link can download the
bundle, so treat it as a credential. Useful for sharing within your own network, or with support
where outbound transfer is permitted by your policy.
Bundles are removed after 7 days.
What is masked, and what is not
Credentials in manifests and configuration files are masked irreversibly.
Audit logs contain user SQL verbatim and are deliberately not masked. Review a bundle before
sending it outside your organisation.
Every bundle contains a safety-report.txt listing what ran and what the masking covered. It is
generated from the artifacts that executed, so it describes that bundle rather than the product in
general — see Reading a support bundle.