How to send logs & diagnostic data to Yugabyte Support

This article documents the methods YugabyteDB provides to allow users to send the logs i.e Support Bundle, file, individual logs etc and diagnostic data to Yugabyte Support while working through a support case. 

Also Read: How to collect the Support Bundle form the YugabyteDB Universe.  

Attach the file with case comment when creating or updating a case

• Make a comment on the case (without a comment you can't upload the file). 
• Drag and drop or click to attach file in the "Attachments" section before submitting the case.

Attach the file using yb-support-tool

Download the attached yb-support-tool for your correct distribution and unzip it to use the binary.

It is recommended to use wget or curl command to download the attachments available at the end of this support article

Right click on the correct target, and chose "Copy link address"


Then download the target using wget or curl, for example:

wget https://support.yugabyte.com/hc/en-us/article_attachments/17289027759117/yb-support-tool-LINUX-x86_64-f9b3f33c9407ba6131609e2be2ecc1a7a7bbab4c-2023-07-03.zip
# OR 
curl -O https://support.yugabyte.com/hc/en-us/article_attachments/17289027759117/yb-support-tool-LINUX-x86_64-f9b3f33c9407ba6131609e2be2ecc1a7a7bbab4c-2023-07-03.zip

Unzip the downloaded package:

bin$ unzip yb-support-tool-linux-amd64-f7c477d5a704e8895138d77a7676489d705eff34-2023-07-03.zip 
Archive:  yb-support-tool-linux-amd64-f7c477d5a704e8895138d77a7676489d705eff34-2023-07-03.zip
  inflating: yb-support-tool         

bin$ ./yb-support-tool --help
Yugabyte Support Tool

Usage:
  yb-support-tool [command]

Available Commands:
  completion  Generate the autocompletion script for the specified shell
  help        Help about any command
  upload      Upload attachment to a support case
  version     

Flags:
  -h, --help      help for yb-support-tool
      --verbose   Print verbose logs

Use "yb-support-tool [command] --help" for more information about a command.

Use the upload subcommand to upload a file to a case:

./yb-support-tool upload  --case 1234 --email user@example.com file1 file2 file3

Important: Yugabyte's upload partner has 100GB upload limit i.e you can only upload a single file of max. size 100GB. or several files totaling 100GB in size. To take care of larger file we suggest two key points. 

• Always compress the file with tar before upload if files sizes are bigger. 
• If the tarball is more than 100GB please split the file with below method and then upload to Yugabyte Support. 
• You can split a tar file with below command. 

  split -b <size> <tar_file> <output_prefix>

• Replace <size> with the desired size for each split part, <tar_file> with the name of your tar file, and <output_prefix> with the desired prefix for the split parts. Example:

  split -b 100M example.tar.gz split_part_

• This command splits the example.tar.gz file into parts of 100MB each, and the split parts will be named as split_part_aa, split_part_ab, split_part_ac, and so on.