Get debug information for support
Collecting debug information for CARTO Support
Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: enterprise-support@carto.com. 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.
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 section.
3. Obtain support bundle
If you're using the legacy installation method of CARTO Self-Hosted, please check in the following link 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
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.
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. To install the support-bundle plugin run the following command:
Generating a support bundle for an active SH installation just requires executing the following command:
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.
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:
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 runninghelm list--engine:gke,aks,eksorcustom
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.
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:
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 runninghelm list--engine:gke,aks,eksorcustom
4. Technical Support tiers and SLA's
The different support packages available for a CARTO customer are described here.
A guide for severity classification of issues is available here.
SLA's and target response time are detailed here.
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