For contact information, see the main Support contact page.
For detailed information about working with Splunk Support, see Working with Support and the Support Portal.
Here is some information on tools and techniques Splunk Support uses to diagnose problems. Many of these you can try yourself.
Note: Before you send any files or information to Splunk Support, verify that you are comfortable with sending it to us. We try to ensure that no sensitive information is included in any output from the commands below and in "Anonymize data samples to send to Support" in this manual, but we cannot guarantee compliance with your particular security policy.
The diag command collects basic info about your Splunk server, including Splunk's configuration details (such as the contents of
$SPLUNK_HOME/etc and general details about your index, like the host and source names). It does not include any event data or private information.
Be sure to run diag as a user with appropriate access to read Splunk files. On *nix, typically the user you run the splunk service under, such as 'splunk', while on Windows typically the domain user you run splunk as, or some kind of local administrator if you run as "LocalSystem".
See Generate a diag in this manual for instructions on the diag command.
Upload to your case
You can upload a diag or other file to your open support case using the diag command. See Generate a diag in this manual.
Alternately, you can upload files to your case by going to these web pages:
- Enterprise Support: http://www.splunk.com/index.php/track_issues
- Community Members: https://www.splunk.com/index.php/send_to_splunk
Make sure the user who uploads the file has read permissions to the diag*.tar.gz file.
To collect a core file if Support asks you for one, use
ulimit to remove any maximum file size setting before starting Splunk.
# ulimit -c unlimited
# splunk restart
This setting only affects the processes you start from the shell where you ran the ulimit command. To find out where core files land in your particular UNIX flavor and version, consult the system documentation. The below text includes some general rules that may or may not apply.
On UNIX, if you start Splunk with the --nodaemon option (
splunk start --nodaemon), it may write the core file to the current directory. Without the flag the expected location is / (the root of the filesystem tree). However, various platforms have various rules about where core files go with or without this setting. Consult your system documentation. If you do start splunk with --nodaemon, you will need to, in another shell, start the web interface manually with
splunk start splunkweb.
Depending on your system, the core may be named something like core.1234, where '1234' is the process ID of the crashing program.
If you are having trouble setting up LDAP, Support will typically need the following information:
- An ldif for a group you are trying to map roles for.
- An ldif for a user you are trying to authenticate as.
In some instances, a debug
web_service.log is helpful.
Sample platform instrumentation searches
How to file a great Support case
This documentation applies to the following versions of Splunk® Enterprise: 6.5.0, 6.5.1, 6.5.1612 (Splunk Cloud only), 6.5.2, 6.5.3, 6.5.4, 6.5.5, 6.5.6, 6.5.7, 6.5.8, 6.5.9, 6.5.10, 6.6.0, 6.6.1, 6.6.2, 6.6.3, 6.6.4, 6.6.5, 6.6.6, 6.6.7, 6.6.8, 6.6.9, 6.6.10, 6.6.11, 6.6.12, 7.0.0, 7.0.1, 7.0.2, 7.0.3, 7.0.4, 7.0.5, 7.0.6, 7.0.7, 7.0.8, 7.0.9, 7.0.10, 7.0.11, 7.1.0, 7.1.1, 7.1.2, 7.1.3, 7.1.4, 7.1.5, 7.1.6, 7.1.7, 7.1.8, 7.2.0, 7.2.1, 7.2.2, 7.2.3, 7.2.4, 7.2.5, 7.2.6, 7.2.7, 7.3.0, 7.3.1