Generate a Support Packet

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The Support Packet is used to help customers diagnose and troubleshoot issues. Use the System Console or the mmctl system supportpacket command to generate a zip file that includes configuration information, logs, plugin details, and data on external dependencies across all nodes in a high-availability cluster. Confidential data, such as passwords, are automatically stripped.

Generate

Before generating a Support Packet, go to System Console > Environment > Logging and ensure Output logs to file is set to true, and set File Log Level to DEBUG
From Mattermost v11.4, support packet generation is recorded in the audit log (when audit logging is enabled and configured). The audit event includes the username, timestamp, success/failure status, whether logs were included, plugin packets requested, and the output filename. This audit trail helps track access to potentially sensitive log data for compliance purposes.

Go to the System Console, and select Commercial Support from the System Console menu.
Select Download Support Packet. A zip file is downloaded to the local machine. You'll be notified if any packet files are unavailable during packet generation. See the warning.txt file for details.

</TabItem> <TabItem value="mmctl" label="mmctl">

Run the mmctl system supportpacket command to generate and download a Support Packet to share with Mattermost Support.

go run ./cmd/mmctl system supportpacket

text

Downloading Support Packet
Downloaded Support Packet to mattermost_support_packet_.zip

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Sanitize confidential data

Please sanitize any confidential data you wish to exclude before sharing the packet with Mattermost.

When present, the following information is automatically sanitized during packet generation: LdapSettings.BindPassword, FileSettings.PublicLinkSalt, FileSettings.AmazonS3SecretAccessKey, EmailSettings.SMTPPassword, GitLabSettings.Secret, GoogleSettings.Secret, Office365Settings.Secret, OpenIdSettings.Secret, SqlSettings.DataSource, SqlSettings.AtRestEncryptKey, ElasticsearchSettings.Password, All SqlSettings.DataSourceReplicas, All SqlSettings.DataSourceSearchReplicas, MessageExportSettings.GlobalRelaySettings.SmtpPassword, ServiceSettings.SplitKey, FileSettings.ExportAmazonS3SecretAccessKey, ServiceSettings.GoogleDeveloperKey, and ServiceSettings.GiphySdkKey (from Mattermost v11.6.0).

Plugins may not be sanitized during packet generation.

From Mattermost v10.1, plugins can mark their configuration as hidden. If a plugin marks its configuration as hidden, the configuration is sanitized during packet generation.
Otherwise, ensure you sanitize any additional confidential details in the plugin.json file before sharing it with Mattermost. Replace details with example strings that contain the same special characters if possible, as special characters are common causes of configuration errors.

Add the generated Support Packet to a standard support request, or share with with the Mattermost team you're working with.

Disable debug logging once you've generated the Support Packet. Debug logging can cause log files to expand substantially, and may adversely impact server performance. We recommend enabling it temporarily, or in development environments, but not production environments.

Contents of a Support Packet

The contents of a Mattermost Support Packet can differ by server version. Select the tab that corresponds to your Mattermost version to see the files included in the Support Packet.

Cluster-wide files

The following cluster-wide files are located in the root directory of the Support Packet:

metadata.yaml
plugins.json (all active and inactive plugins)
sanitized_config.json (sanitized copy of the Mattermost configuration)
stats.yaml (Mattermost usage statistics)
jobs.yaml (last runs of important jobs)
diagnostics.yaml (system and plugin diagnostics)
permissions.yaml (role and scheme information)
postgres_schema_dump.sql (PostgreSQL database schema information including tables, indexes, constraints, and other metadata to assist with database configuration diagnosis)
warning.txt (present when issues are encountered during packet generation)
tsdb_dump.tar.gz (present when the Metrics plugin is installed and the Performance metrics option is selected when generating the Support Packet)

Node-specific files

The following node-specific files are located in node subdirectories:

<node-id>/mattermost.log (Mattermost logs for each node)
<node-id>/audit.log (Mattermost audit logs for each node)
<node-id>/ldap.log (AD/LDAP logs for each node)
<node-id>/notifications.log (notifications logs for each node)
<node-id>/cpu.prof (Go performance metrics for each node)
<node-id>/heap.prof (Go performance metrics for each node)
<node-id>/goroutines (Go performance metrics for each node)

Diagnostics highlights

The Support Packet diagnostics.yaml file includes system and plugin diagnostics to support troubleshooting and configuration validation.

Plugin diagnostic data

The following additional plugin diagnostic data is available when the plugin is enabled and operational:

GitHub: /github/diagnostics.yaml
GitLab: /com.github.manland.mattermost-plugin-gitlab/diagnostics.yaml
Jira: /jira/diagnostics.yaml
Calls: /com.mattermost.calls/diagnostics.yaml
Boards: /focalboard/diagnostics.yaml
Playbooks: /playbooks/diagnostics.yaml
MSCalendar: /com.mattermost.mscalendar/diagnostics.yaml
Google Calendar: /com.mattermost.gcal/diagnostics.yaml

</TabItem> <TabItem value="v10-11" label="v10.11">

From v10.11, Support Packets include PostgreSQL database schema dump information that provides comprehensive metadata to help diagnose database configuration issues, performance problems, collation mismatches, and other database-related issues.

Cluster-wide files (root directory):

metadata.yaml
plugins.json (all active and inactive plugins)
sanitized_config.json (sanitized copy of the Mattermost configuration)
stats.yaml (Mattermost usage statistics)
jobs.yaml (last runs of important jobs)
diagnostics.yaml (core plugin diagnostics data)
permissions.yaml (role & scheme information)
postgres_schema_dump.sql (PostgreSQL database schema information including tables, indexes, constraints, and other database metadata to assist with database configuration diagnosis)
warning.txt (present when issues are encountered during packet generation)
tsdb_dump.tar.gz (present when the Metrics plugin is installed and the Performance metrics option is selected when generating the Support Packet)

Cluster-specific files (in node subdirectories):

<node-id>/mattermost.log (Mattermost logs for each node)
<node-id>/audit.log (Mattermost audit logs for each node)
<node-id>/ldap.log (AD/LDAP logs for each node)
<node-id>/notifications.log (notifications logs for each node)
<node-id>/cpu.prof (Go performance metrics for each node)
<node-id>/heap.prof (Go performance metrics for each node)
<node-id>/goroutines (Go performance metrics for each node)

The following additional plugin diagnostic data is included in the generated Support Packet when the plugin is enabled and operational:

GitHub: /github/diagnostics.yaml
GitLab: /com.github.manland.mattermost-plugin-gitlab/diagnostics.yaml
Jira: /jira/diagnostics.yaml
Calls: /com.mattermost.calls/diagnostics.yaml
Boards: /focalboard/diagnostics.yaml
Playbooks: /playbooks/diagnostics.yaml
MSCalendar: /com.mattermost.mscalendar/diagnostics.yaml
Google Calendar: /com.mattermost.gcal/diagnostics.yaml

</TabItem> <TabItem value="v10-10" label="v10.10">

From Mattermost v10.10, Support Packets from high availability deployments organize cluster-specific files (such as log files) in subdirectories named after each cluster node, while cluster-wide files remain in the root directory.

Support packet file organization has been improved to make it easier to identify cluster-wide versus cluster-specific files:

Cluster-wide files (identical across all nodes in a high-availability cluster) remain in the root directory of the support packet.
Cluster-specific files (unique per node) are now organized in subdirectories named after each cluster node.

Cluster-wide files (root directory):

metadata.yaml
plugins.json (all active and inactive plugins)
sanitized_config.json (sanitized copy of the Mattermost configuration)
stats.yaml (Mattermost usage statistics)
jobs.yaml (last runs of important jobs)
diagnostics.yaml (core plugin diagnostics data)
permissions.yaml (role & scheme information)
warning.txt (present when issues are encountered during packet generation)
tsdb_dump.tar.gz (present when the Metrics plugin is installed and the Performance metrics option is selected when generating the Support Packet)

Cluster-specific files (in node subdirectories):

<node-id>/mattermost.log (Mattermost logs for each node)
<node-id>/audit.log (Mattermost audit logs for each node)
<node-id>/ldap.log (AD/LDAP logs for each node)
<node-id>/notifications.log (notifications logs for each node)
<node-id>/cpu.prof (Go performance metrics for each node)
<node-id>/heap.prof (Go performance metrics for each node)
<node-id>/goroutines (Go performance metrics for each node)

The following additional plugin diagnostic data is included in the generated support packet when the plugin is enabled and operational:

GitHub: /github/diagnostics.yaml
GitLab: /com.github.manland.mattermost-plugin-gitlab/diagnostics.yaml
Jira: /jira/diagnostics.yaml
Calls: /com.mattermost.calls/diagnostics.yaml
Boards: /focalboard/diagnostics.yaml
Playbooks: /playbooks/diagnostics.yaml
MSCalendar: /com.mattermost.mscalendar/diagnostics.yaml
Google Calendar: /com.mattermost.gcal/diagnostics.yaml

</TabItem> <TabItem value="v10-5-to-v10-9" label="v10.5 to v10.9">

Prior to v10.10, each node in the cluster of a high availability deployment has its own mattermost.log file and advanced logging files included directly in the Support Packet.

From v10.5, the following Support Packet data has changed:

The support_packet.yaml file has been removed and split into diagnostics.yaml and stats.yaml files.
All fields in diagnostics.yaml have been moved into their own objects for improved readability.
Field names are normalized.
New data includes server statistics, logs, permissions, and extended job list details.
Mattermost-supported plugin diagnostic data is included where applicable.

The contents of a support packet include:

metadata.yaml
mattermost.log (Mattermost logs)
audit.log (Mattermost audit logs)
ldap.log (AD/LDAP logs)
notifications.log (notifications logs)
plugins.json (all active and inactive plugins)
sanitized_config.json (sanitized copy of the Mattermost configuration)
stats.yaml (Mattermost usage statistics)
jobs.yaml (last runs of important jobs)
diagnostics.yaml (core plugin diagnostics data)
permissions.yaml (role & scheme information)
Go performance metrics, including: cpu.prof, heap.prof, and goroutines
warning.txt (present when issues are encountered during packet generation)
tsdb_dump.tar.gz (present when the Metrics plugin is installed and the Performance metrics option is selected when generating the Support Packet)

The following additional plugin diagnostic data is included in the generated support packet when the plugin is enabled and operational:

GitHub: /github/diagnostics.yaml
GitLab: /com.github.manland.mattermost-plugin-gitlab/diagnostics.yaml
Jira: /jira/diagnostics.yaml
Calls: /com.mattermost.calls/diagnostics.yaml
Boards: /focalboard/diagnostics.yaml
Playbooks: /playbooks/diagnostics.yaml
MSCalendar: /com.mattermost.mscalendar/diagnostics.yaml
Google Calendar: /com.mattermost.gcal/diagnostics.yaml

</TabItem> <TabItem value="prior-to-v10-5" label="Prior to v10.5">

From Mattermost v10.4, a new diagnostics.yaml file includes Mattermost Calls diagostics data, including plugin version, calls and active session counts, as well as average duration and participant counts.

metadata.yaml
mattermost.log
plugins.json
sanitized_config.json
support_packet.yaml
diagnostics.yaml (core plugin diagnostics data)
Go performance metrics, including: cpu.prof, heap.prof, and goroutines
warning.txt (present when issues are encountered during packet generation)

</TabItem> </Tabs> <Note>

LDAP groups are not included during Support Packet generation. Only LDAP Version and LDAP Vendor are included when present. These values are included in the support_packet.yaml file.
From Mattermost v9.11, LDAP Vendor errors are included in the Support Packet. If fetching the LDAP Vendor name fails, the Support Packet generation includes the error in warning.txt. If no LDAP Vendor name is found, the Support Packet lists them as unknown.

</Note>

Metadata

From Mattermost v9.11, generated Support Packets include a metadata.yaml file that contains the following information.

<table style={{width: '99%'}}> <colgroup> <col style={{width: '12%'}} /> <col style={{width: '12%'}} /> <col style={{width: '59%'}} /> <col style={{width: '14%'}} /> </colgroup> <thead> <tr> <th><strong>Field name</strong></th> <th><strong>Required/Optional</strong></th> <th><strong>Description</strong></th> <th><blockquote> <p><strong>Example</strong></p> </blockquote></th> </tr> </thead> <tbody> <tr> <td>version</td> <td>Required</td> <td>Version of the schema that the current metadata file is compatible with. Current version is 1.</td> <td>1</td> </tr> <tr> <td>type</td> <td>Required</td> <td>The type of the packet. Each type of Support Packet can be mapped to a specific component generating the Support Packet.</td> <td>mattermost</td> </tr> <tr> <td>generated_at</td> <td>Required</td> <td>The date and time the packet was created. Value is in epoch (ms).</td> <td>1707473288731</td> </tr> <tr> <td>server_version</td> <td>Required</td> <td>Version of the server that the Support Packet was generated at. Semver is expected.</td> <td>9.1.1</td> </tr> <tr> <td>server_id</td> <td>Required</td> <td>Unique identifier of the server. Expected to be 26 characters or longer.</td> <td>9qpiszyjr3g8bxda35abcd1234</td> </tr> <tr> <td>license_id</td> <td>Optional</td> <td>Unique identifier of the current server's license. Expected to be 26 characters or longer. This field is empty when there's no license.</td> <td>abcdejisd67yigqhmkz4ho1234</td> </tr> <tr> <td>customer_id</td> <td>Optional</td> <td>The id of the customer, as defined in the license file. Expected to be 26 characters or longer. Empty when there's no license.</td> <td>a1b2c3d4qbbr5cpkbpbmef123h</td> </tr> <tr> <td>extras</td> <td>Optional</td> <td>Key/value of any additional information, specific to the plugin/component that generated the file. Can be useful for identifying the contents of the data. Consider adding plugin (or component) versions in order to set expectation regarding the contents of this object.</td> <td></td> </tr> <tr> <td>extras.plugin_id</td> <td>Required for plugins</td> <td>The ID of the plugin.</td> <td></td> </tr> <tr> <td>extras.plugin_version</td> <td>Required for plugins</td> <td>The version of the plugin.</td> <td></td> </tr> </tbody> </table>

For example:

yaml

version: 1
type: support-packet
generated_at: 1622569200
server_version: 9.1.1
server_id: 8fqk9rti13fmpxdd5934a3xsxh
license_id: 3g3pqn8in3brzjkozcn1kdidgr
customer_id: 74cmws7gf3ykpj31car7zahsny
extras:
 plugin_version: 0.1.0

Go performance metrics

The Support Packet contains 3 go runtime profiling files:

cpu.prof contains a 5-second CPU profile
heap.prof contains a heap profile
goroutines contains a dump of all the running go routines

These files can be read using pprof.

Use go tool pprof -web X to open a visualization of the profile in your browser, replacing X with the profile's file name.

Load metric

From Mattermost v10.10, the Load Metric field under Product Menu > About Mattermost displays monthly active users relative to the total number of licensed users. This value gives Mattermost support teams a contextual reference point for understanding deployment active usage for troubleshooting and guidance. It isn’t a comprehensive performance monitoring tool or health indicator, but serves as a supplementary data point when traditional diagnostic methods aren’t available.