Find answers to common questions about support bundles.
What is a support bundle?
A support bundle is a diagnostic package that contains product logs, configuration information, and troubleshooting data that Delphix Support uses to investigate issues. It can also include optional analytics data for performance troubleshooting.
Why does Delphix Support request a support bundle?
A support bundle provides diagnostic information that can help Delphix Support identify, analyze, and resolve product issues without collecting individual files manually.
What information is included?
Contents vary by product and deployment type. A bundle can include logs, configuration information, environment metadata, diagnostic data, optional analytics information, and product-specific diagnostics. For details, see Support bundle contents.
Does a support bundle contain passwords or personal data?
Passwords and personal data are encrypted or omitted. Customer-specific information is redacted or obfuscated where possible.
Can I review a support bundle before sending it?
Yes. You can generate and download a support bundle before uploading it to Delphix Support.
Can I remove files before upload?
You can remove files, but doing so can exclude information that is important for investigation. To help support a thorough investigation, upload the complete bundle when possible. If you have concerns about specific files or sensitive data, contact Delphix Support before modifying the bundle.
Is direct transfer secure?
Direct transfer uses an outbound-only HTTPS connection from the Delphix product.
Is analytics data included automatically?
No. In products and workflows that provide an analytics option, you can include analytics data when Delphix Support requests it for a performance investigation. See Include analytics data in a support bundle.
What happens after upload?
A redaction job removes passwords and other sensitive information. After redaction, authorized Delphix personnel can access the bundle for troubleshooting and log analysis.