> For the complete documentation index, see [llms.txt](https://docs.carto.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.carto.com/carto-self-hosted/operations/troubleshooting/get-debug-information-for-support.md). # Get debug information for support Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: . When contacting the Support team, providing the information described below will allow more agile communication and speed up problem resolution. ## 1. Information to provide Please, take into account that the information required by our Support team depends on your deployment method: * A video capture of the error (a GIF format is preferred to a static image) * A .har file + screen capture of the web browser's developer tools console. You can find some information on how to generate this file in the following [link](https://support.zendesk.com/hc/en-us/articles/4408828867098-Generating-a-HAR-file-for-troubleshooting). * CARTO Support bundle generated by the support bundle tool or logs of the CARTO installation. ## 2. Enable DEBUG mode Please, enable the CARTO Self-Hosted debug mode before generating the support bundle or getting the logs from your CARTO Self-hosted installation. You can find more information about how to do it in the [Debug mode and logs](/carto-self-hosted/operations/troubleshooting/debug-mode-and-logs.md#enable-debug-mode) section. ## 3. Obtain support bundle {% tabs %} {% tab title="Kots" %} Kots {% hint style="warning" %} If you're using the legacy installation method of CARTO Self-Hosted, please check in the following [link](/carto-self-hosted/carto-self-hosted-legacy/support.md) how to collect the logs from CARTO Self-Hosted to share them with CARTO Support team. You'll have to refer to the previous link if you've installed CARTO using: * Single VM deployment using [Docker Compose](/carto-self-hosted/carto-self-hosted-legacy.md) {% endhint %} From your installation Admin Console, you can obtain a support bundle with all the information needed by our team. This support bundle will automatically obtain all the logs from your containers and all the details required while troubleshooting. In order to generate a support bundle, you'll have to navigate to the Troubleshoot tab and click on the 'Analyze CARTO' button:
This action will trigger a process that collects all the information about your CARTO Self-Hosted platform, so it's expected that it takes some minutes to finish. Once the report has been generated, you'll be able to check if the support bundle detected any issue on your deployment:
In case you don't see any issue in the report, you'll be able to download it in order to share it with CARTO Support team by clicking in the 'Download bundle' button that appears in the top right corner of the page. {% endtab %} {% tab title="Helm" %} Helm
CARTO SH Version 2025.1.10 or newer **A**. **Obtain a support bundle from CARTO Self-hosted** The required logs for Kubernetes self-hosted can be obtained using [Troubleshoot.sh](https://troubleshoot.sh/docs/). To install the support-bundle plugin run the following command: ```bash curl https://krew.sh/support-bundle | bash ``` Generating a support bundle for an active SH installation just requires executing the following command: {% code overflow="wrap" fullWidth="false" %} ```bash kubectl support-bundle -n ``` {% endcode %} Please, take into account that you'll need the `support-bundle` plugin installed for `kubectl`. After executing the previous command, you'll see if there is any failing check in your terminal and the process will generate a bundle in the folder where you ran the command that you can share with CARTO Support team. If that method doesn't work for you, you can also try to use our support tool to obtain the logs from CARTO Self-Hosted. **B. Obtain logs for support from CARTO Self-hosted (optional)** The required logs for Kubernetes self-hosted can be obtained with our support tool, available [here](https://github.com/CartoDB/carto-selfhosted-helm/tree/main/tools#carto-support-tool). To get details about the status of the CARTO services, run the following command after downloading the `carto-support-tool.sh` file from the previous link: {% code overflow="wrap" fullWidth="false" %} ```bash bash carto-support-tool.sh --namespace NAMESPACE --release HELM_INSTALLATION_NAME --engine ENGINE --extra ``` {% endcode %} These are the params required by the support tool: * `--namespace`: The Kubernetes namespace where the self-hosted is deployed * `--release`: The name of the Helm release specified when configuring the self-hosted installation. It can be obtained running `helm list` * `--engine`: `gke`, `aks`, `eks` or `custom`
CARTO Self-Hosted version 2024.12.10 or older **Obtain logs for support from CARTO Self-hosted** The required logs for Kubernetes self-hosted can be obtained with our support tool, available [here](https://github.com/CartoDB/carto-selfhosted-helm/tree/main/tools#carto-support-tool). To get details about the status of the CARTO services, run the following command after downloading the `carto-support-tool.sh` file from the previous link: {% code overflow="wrap" fullWidth="false" %} ```bash bash carto-support-tool.sh --namespace NAMESPACE --release HELM_INSTALLATION_NAME --engine ENGINE --extra ``` {% endcode %} These are the params required by the support tool: * `--namespace`: The Kubernetes namespace where the self-hosted is deployed * `--release`: The name of the Helm release specified when configuring the self-hosted installation. It can be obtained running `helm list` * `--engine`: `gke`, `aks`, `eks` or `custom`
{% endtab %} {% endtabs %} ## 4. Technical Support tiers and SLA's The different support packages available for a CARTO customer are described [here](https://docs.carto.com/faqs/support-packages#what-support-packages-are-available-at-carto). A guide for severity classification of issues is available [here](https://docs.carto.com/faqs/support-packages#what-is-the-issue-and-severity-classification). SLA's and target response time are detailed [here](https://docs.carto.com/faqs/support-packages#what-are-cartos-target-response-times-business-hours). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://docs.carto.com/carto-self-hosted/operations/troubleshooting/get-debug-information-for-support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.