Customer Portal Support Bundles

As an end customer, you can create support requests and attach support bundles to share diagnostic data with your vendor when reporting an issue. Support bundles give your vendor the information they need to troubleshoot problems without requiring direct access to your infrastructure.

1. Navigate to Support in the sidebar and click New Request.
2. Choose Docker or Kubernetes as the Deployment Type, enter a Title (required) and an optional Description of the issue.
3. Click Create. Distr opens the new request and shows a one-time curl command valid for 24 hours that collects its support bundle.
4. Run the command. It asks you before it collects or uploads anything and before it runs a script of your vendor.

For a Docker bundle, run the command on the affected deployment host. The interactive script will:

• List available Docker containers and prompt for which ones to exclude
• Show environment variable groups that will be collected, with redacted values already masked, and prompt for which groups to exclude
• Show the full source of any diagnostic script your vendor configured and prompt for which ones to exclude, then run the rest and show you their output before uploading it
• Upload the remaining data to Distr

For a Kubernetes bundle, run the command on a machine with access to the cluster, such as the one you run kubectl from. The machine needs access to github.com, where the script downloads the support collector from. Nothing is installed in the cluster. The interactive script will:

• Ask for the kubectl context to collect from, unless your kubeconfig has only one
• List the namespaces of the cluster with their Helm releases and ask which ones to collect
• Ask for every part of the bundle whether to collect it: the cluster information, the resources of the namespaces, the Helm releases and their values, the events and the container logs
• Write the files to a temporary directory, where you can look through them and edit or delete any of them before you confirm the upload
• Show the full source of any diagnostic script your vendor configured and prompt for which ones to exclude, then run the rest against the same context

To collect from a context without being asked, append -s -- and the option to the command: curl -fsSL '...' | sh -s -- --context prod. See Kubernetes bundles for every option, the permissions the collector needs and what the collected resources contain.

After the collection script runs, the request status changes from Initialized to Created. Click on any request to open the detail view where you can:

• View all collected resources (container logs, environment variables, Kubernetes resources, script output)
• Exchange comments with your vendor’s support team
• Track the request status (Initialized, Created, Resolved, Canceled)

Status	Meaning
Initialized	Request created, collection script not yet run. Secret valid for 24 hours.
Created	Collection script ran successfully. Resources are attached and ready to review.
Resolved	Vendor has marked the request as resolved.
Canceled	Request was canceled before data was collected.

You can cancel an Initialized request if you no longer need it. Once resolved or canceled, a request cannot be reopened.

If you have the role Administrator or User, you can delete a request in any status, from the list or from its detail view. Deleting is permanent: the request, the collected resources and the comments are removed from Distr for you and for your vendor, and cannot be restored.

If a support bundle does not answer the question, your vendor may ask to deploy a remote access application to your deployment target for the duration of the support case. It shows up on your Deployments page like any other deployment. Undeploy it there to end the vendor’s access at any time.

For the vendor-side setup and configuration, see Support Bundles.