Getting help from Support (On-Prem only)
Sometimes when troubleshooting issues, the regular log files do not contain enough data for Google Support to help you successfully analyze and diagnose the problem.
The Supportability Kit contains service logs, platform statistics, queries, metrics, a list of active network connections and system processes at the time of collection.
To send the Supportability Kit to Support:
- Navigate to Settings > Advanced > Logs.
- Define the time range under the Supportability Kit to include the period of time when the problems occurred.
- Click on Export to download the Kit to your desktop. You can then attach this file to your customer bug entry.
- Make sure to copy the encryption key at the same time. You will need to send this to Support separately from the Kit.