Support bundles

What is a support bundle? Copied

A support bundle is a comprehensive diagnostic package that automatically collects critical information about your ITRS Analytics environment. It gathers logs, configuration files, cluster state information, and system diagnostics into a single compressed file that helps identify and resolve issues quickly.

When to use support bundles Copied

Generate a support bundle when you need to:

• Troubleshoot installation or deployment issues — if your ITRS Analytics installation fails or behaves unexpectedly, a support bundle captures the details needed to diagnose the problem.
• Investigate performance problems — when experiencing slow response times or resource constraints, the bundle provides insights into system resource usage and bottlenecks.
• Report errors to ITRS Support — before contacting support, generate a bundle to provide the team with complete context about your environment and the issue.
• Document cluster health — create regular snapshots of your cluster’s state for proactive monitoring and historical reference.
• Validate configuration changes — after making significant updates, verify that all components are functioning correctly.

How ITRS Analytics uses support bundles Copied

When you generate a support bundle, the tool collects information from various sources across your cluster:

1. System logs — application logs, Kubernetes pod logs, and system-level event logs.
2. Configuration data — cluster settings, deployment configurations, and environment variables.
3. Resource metrics — CPU, memory, disk usage, and network statistics.
4. Cluster state — pod status, service endpoints, and node information.
5. Pre-flight check results — validation tests that identify common configuration issues.

All this information is packaged into a single .tar.gz file that you can securely share with ITRS Support. The support team uses specialized tools to analyze the bundle, identify patterns, and pinpoint the exact cause of issues in your environment.

Generate support bundles via KOTS admin console Copied

From the KOTS admin console, click Troubleshoot to generate a support bundle for diagnostics and troubleshooting. An ITRS representative will work with you if you have an issue with your ITRS Analytics setup.

Generate support bundles via command line Copied

To generate a support bundle using the support-bundle plugin, do the following:

1. Download and install the support-bundle binary.

   curl -L https://github.com/replicatedhq/troubleshoot/releases/latest/download/support-bundle_linux_amd64.tar.gz | tar xzvf -
   sudo mv ./support-bundle /usr/local/bin/kubectl-support_bundle
   

2. Run the following command to start generating the support bundle using cluster specs.

   kubectl support-bundle --load-cluster-specs
   

3. Once the tool starts, it presents a CLI-based GUI interface, similar to the screenshot below, where you can view the results of various pre-flight checks performed on the cluster.

   

4. Press q to exit the CLI interface. Upon exit, you’ll see a message confirming the bundle creation.

   A support bundle was generated and saved at support-bundle-2025-03-27T11_28_42.tar.gz. Please send this file to your software vendor for support.
   

Tip

Send the generated .tar.gz file to ITRS Support for diagnostic purposes. It contains logs, configuration data, and results of various cluster checks.

Network security tool warnings Copied

Support bundles will report the presence of a number of network security tools detected on your machine. The current list of tools that may be identified include the following:

• bdagent
• clamav
• ds_agent
• esets_daemon
• falcon
• fsav
• illumio
• kav
• mfend
• s1agent
• sophos
• symantec
• xagt

The flagged tools can be found in <bundle dir>/host-collectors/run-host/ps-detect-antivirus-and-security-tools.txt.

It is recommended to disable these tools on the machine before installation, as they may interfere with Kubernetes operations. To disable the network security tools you are using, refer to instructions from your software provider. You may disregard the warning if you have already confirmed that these tools won’t cause any interference with Kubernetes.