> 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/support.md). # Support Get support from the CARTO team If you need assistance with your CARTO Self-Hosted deployment, the CARTO support team is available to help. ## Contact support Submit technical issues to the email address for your Support Package, listed in [How to submit an issue to our Support team?](https://docs.carto.com/faqs/support-packages#how-to-submit-an-issue-to-our-support-team) ## Before contacting support To help us resolve your issue as quickly as possible, gather debug information from your deployment before reaching out. See [Get debug information for support](/carto-self-hosted/operations/troubleshooting/get-debug-information-for-support.md) for step-by-step instructions. ### What to include in your report | Item | Why we need it | | ---------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Deployment method, environment and URL | Each environment runs its own configuration and version | | CARTO Self-Hosted version | Behavior and fixes differ between releases. Kots: the version on the Admin Console **Dashboard**. This is the KOTS / Helm chart version, which you can send as is, or match to its release in the [Release Notes](/carto-self-hosted/release-notes.md). Helm: the `APP VERSION` column of `helm list -n ` | | Impact on your team | Helps us assign the right [severity](https://docs.carto.com/faqs/support-packages#what-is-the-issue-and-severity-classification) | | Exact error text, copied rather than retyped | Error messages are often generic, so the exact wording and where it appears matter | | Time of the error, with time zone | So we can find the exact moment in the logs | | Link to the map or workflow, and the connection used | So we know which request to look for | | Steps to reproduce | So we can follow the same path | | How often it happens, and since when | Constant or intermittent, and whether it started after an upgrade or configuration change | | Whether other environments are affected | For example, whether production shows it too | | HAR file and saved Console log | Show every request the browser made and any client-side errors | | Support bundle, generated with debug mode on | Shows what happened on the server side | | Screen recording, if available | Shows the sequence of steps and where the error appears | ### Keep one issue per email thread * **Reply in the thread that asked.** If we request a file in a specific email thread, send it there, even if it is relevant to another issue too. * **Start a new email for a new error**, even when it appears alongside an existing one. If it turns out to be the same issue, we'll tell you which thread we're continuing in. * **Send large files however suits your company.** HAR files compress well, so zip them before sending. Support bundles are already compressed. If a file is still too large to attach to an email, share it through your company's preferred file hosting service, or ask us for an upload link. * **Tell us if things change**: the error stops, its frequency changes, or you upgrade, change configuration or change the infrastructure in front of CARTO (load balancers, proxies, WAF rules, service mesh). Sometimes we need more than the standard files, such as a specific log, a command run on your cluster, or a setting from your load balancer. If a request isn't possible on your side because of access or policy, let us know. ### Checklist * [ ] [Debug mode](/carto-self-hosted/operations/troubleshooting/debug-mode-and-logs.md#enable-debug-mode) enabled and deployed * [ ] Issue reproduced while the HAR file was recording (Preserve log on, no filters) * [ ] Time of the error noted, with time zone * [ ] [Support bundle](https://docs.carto.com/carto-self-hosted/operations/troubleshooting/pages/j6DtznSKpAg8mYs8WqPE#id-3.-obtain-support-bundle) generated right after reproducing * [ ] Exact error text, map or workflow link, connection, environment, version, steps and frequency * [ ] Saved browser Console log, plus a screen recording if possible * [ ] Everything sent in the email thread that asked for it ## Troubleshooting Before contacting support, try to diagnose the issue yourself with [Debug mode and logs](/carto-self-hosted/operations/troubleshooting/debug-mode-and-logs.md) — enable debug logging and collect log output. See the [Troubleshooting](/carto-self-hosted/operations/troubleshooting.md) section for all diagnostic resources. --- # 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 by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.carto.com/carto-self-hosted/operations/troubleshooting/support.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.