Get debug information for support
Collecting debug information for CARTO Support
CARTO Self-Hosted runs entirely inside your infrastructure, so the CARTO Support team can't see its logs or reproduce its configuration directly. The files you send are the evidence we work from. Following the steps below, in order, avoids extra rounds of requests for a file that missed the error.
For how to contact Support and what else to include in your report, see Support.
1. Enable debug mode
Enable debug mode before you reproduce the issue. See Debug mode and logs for the setting in each deployment method.
Debug mode only applies once the change is deployed (Save config and Deploy in the Admin Console, or helm upgrade for Helm), and it only affects logs written after that. Wait for the deploy to finish before reproducing.
2. Reproduce the issue while recording
Record the issue as it happens, rather than capturing a page that is already broken:
In your browser, open the developer tools and start recording the HAR file and Console log (see Capture a HAR file and Console log below).
Start a screen recording, if you can.
Do the exact steps that trigger the issue, in the same order. For example: open the map, change a layer, then send the AI prompt.
When the issue appears, export the HAR file and the Console log, then stop the screen recording.
Write down the time the issue appeared, including the time zone (for example, "2:35 PM EDT").
Generate the support bundle straight away (see Obtain support bundle), so the logs cover the moment you just captured.
If the issue only happens sometimes, say so, and give a rough idea of how often (every time, a few times a day, once a week).
Capture a HAR file and Console log
A HAR file records every request the browser made and what came back. The Console log records client-side errors, which the HAR file doesn't include. In Chrome or Edge:
Open the CARTO page where the issue happens.
Open the developer tools (F12, or right-click the page and choose Inspect) and go to the Network tab.
Check Preserve log. In the Console tab, open its settings (gear icon) and check Preserve log there too, so messages survive a page reload.
Make sure the Network filter box is empty and the request type is set to All. Don't filter by domain or by Fetch/XHR.
Reload the page, then reproduce the issue.
When the issue appears, click the Export HAR (download arrow) icon in the Network tab and save the file.
In the Console tab, right-click anywhere in the messages, choose Save as… and save the
.logfile. Send the saved file rather than a screenshot, since a screenshot cuts off long errors.
Other browsers work similarly. For their steps, see Google's HAR Analyzer instructions (Chrome, Edge, Firefox) or Zendesk's Generating a HAR file for troubleshooting (Chrome, Firefox, Safari).
Check the Network tab before you export. The HAR file contains exactly what the Network tab shows. The list should start with the page load and continue past the moment the issue appeared, usually with failed requests shown in red. If the list is short or stops before the issue, clear it and record again.
3. Obtain support bundle
A support bundle collects container logs, configuration and diagnostic data from your deployment. It only holds recent activity, so a bundle generated days after the issue may no longer include it. Generate it right after reproducing the issue, with debug mode enabled.
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:
Download the bundle with the Download bundle button in the top right corner of the page, and send it to CARTO Support.
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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