Get debug information for Support (Helm)

For CARTO Self-hosted using Kubernetes and Helm

This documentation only applies to Orchestrated container deployments using Kubernetes and Helm

Enterprise CARTO customers have access to the CARTO Support team via a dedicated email address: [email protected]. 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 this section.

3. Obtain Support Bundle

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:

curl https://krew.sh/support-bundle | bash

Generating a support bundle for an active SH installation just requires executing the following command:

kubectl support-bundle -n <NAMESPACE>

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:

bash carto-support-tool.sh --namespace NAMESPACE --release HELM_INSTALLATION_NAME --engine ENGINE --extra

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.

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:

bash carto-support-tool.sh --namespace NAMESPACE --release HELM_INSTALLATION_NAME --engine ENGINE --extra

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

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.