Generate a support packet#

plans-img Available on Enterprise and Professional plans

deployment-img self-hosted deployments

Also available in legacy Mattermost Enterprise Edition E10 or E20

Use the System Console or the mmctl system supportpacket command to generate a Mattermost Support Packet that includes configuration information, logs, plugin details, and data on external dependencies. Confidential data, such as passwords, are automatically stripped.

Contents of a support packet#

A Mattermost Support Packet can contain the following files:

  • mattermost.log

  • plugins.json

  • sanitized_config.json

  • support_packet.yaml

  • cpu.prof

  • heap.prof

  • goroutines

  • warning.txt (present when issues are encountered during packet generation)

Note

LDAP groups are not included during Support Packet generation. Only LDAP Version and LDAP Vendor are included when present. These values are included in the support_packet.yaml file.

Generate the support packet#

  1. Go to the System Console, and select Commercial Support from the System Console menu.

    Example of available System Console menu options.

  2. Select Download Support Packet. A zip file is downloaded to the local machine. You’ll be notified if any packet files are unavailable during packet generation. See the warning.txt file for details.

Run the mmctl system supportpacket command to generate and download a Support Packet to share with Mattermost Support.

go run ./cmd/mmctl system supportpacket
Downloading Support Packet
Downloaded Support Packet to mattermost_support_packet_.zip

Santitize confidential data#

When present, the following information is santized during packet generation: LdapSettings.BindPassword, FileSettings.PublicLinkSalt, FileSettings.AmazonS3SecretAccessKey, EmailSettings.SMTPPassword, GitLabSettings.Secret, GoogleSettings.Secret, Office365Settings.Secret, OpenIdSettings.Secret, SqlSettings.DataSource, SqlSettings.AtRestEncryptKey, ElasticsearchSettings.Password, All SqlSettings.DataSourceReplicas, All SqlSettings.DataSourceSearchReplicas, MessageExportSettings.GlobalRelaySettings.SmtpPassword, and ServiceSettings.SplitKey. Plugins are not sanitized during packet generation.

Ensure you sanitize any additional confidential details in the plugin.json file before sharing it with Mattermost. Replace details with example strings that contain the same special characters if possible, as special characters are common causes of configuration errors.

Share the packet with Mattermost#

Add the generated support packet to a Mattermost Support ticket, or share with with the Mattermost team you’re working with.

Go performance metrics#

The Support Packet contains 3 go runtime profiling files:

  • cpu.prof contains a 5-second CPU profile

  • heap.prof contains a heap profile

  • goroutines contains a dump of all the running go routines

These files can be read using pprof.

Use go tool pprof -web X to open a visualization of the profile in your browser, replacing X with the profile’s file name.