oneoneunderstand-bnsupport

Learn About the Bitnami Support Tool

The Bitnami Support Tool is a command line tool that gathers relevant information for the Bitnami Support Team to debug certain issues in Bitnami Stacks. This tool is located in the installation directory of the stack at /opt/bitnami.

Understand the information gathered

The Bitnami Support Tool retrieves two kinds of data:

  • System/Stack Information
  • Configuration and log files

System/stack information

Basic information about the stack and its host system such as:

  • OS Family and Distribution.
  • Machine IP, hostname, CPU, RAM, Swap memory and free disk space.
  • Stack name, version, type and platform.
  • Stack installation directory and user.

This kind of information is very useful in order to debug performance issues.

Configuration and log files

Some of the configuration and log files of the stack components are retrieved in order to identify possible misconfiguration and errors.

IMPORTANT: Please note that some components’ configuration and log files can contain credentials or vulnerable information. Despite the interest for debugging purposes of some of this files, the Bitnami Support Tool skips those files in order to guarantee the security and privacy of the users.

Run the Bitnami Support Tool

The Bitnami Support Tool is included in every Bitnami Stack released since November 1st 2017. In order to check whether your stack includes it or doesn’t, please check the notes in the changelog file of the Stack you are using. You can easily access this file by browsing to https://bitnami.com/stack/APP_NAME/changelog.txt

NOTE: You need to replace the placeholder APP_NAME with the name of the application you are using. For instance, if you are using the Bitnami Wordpress Stack go to https://bitnami.com/stack/wordpress/changelog.txt

If your stack does not include the tool, you can dowloand the latest version from this link.

To run the Bitnami Support Tool, follow the instructions below:

  • Log in to the server console. Refer to the FAQ for more information.
  • (Optional) Download the Bitnami Support Tool:

    $ wget -O bnsupport-linux-x64.run https://downloads.bitnami.com/files/bnsupport/latest/bnsupport-linux-x64.run
    $ sudo mkdir /opt/bitnami/bnsupport
    $ sudo mv bnsupport-linux-x64.run /opt/bitnami/bnsupport/
    $ sudo chmod +x /opt/bitnami/bnsupport/bnsupport-linux-x64.run
    $ sudo ln -s /opt/bitnami/bnsupport/bnsupport-linux-x64.run /opt/bitnami/bnsupport-tool
    
  • Run the Bitnami Support Tool:

    $ sudo /opt/bitnami/bnsupport-tool
    
  • You will be prompted to check for new updates, please accept this option since your stack might not include the latest version.

    NOTE: If you have a dial-up connection to the internet, you should configure an HTTP Proxy in order to update the tool. If haven’t, skip this step.

  • You will be prompted to type the directory where your Bitnami Stack was installed (which is /opt/bitnami by default on Bitnami VMs and Cloud Images).

  • Once you indicate the directory, the tool will show the information that will be shared with the Bitnami Support Team. Please review it and let a Bitnami support agent know if you do not agree with sharing some of the information.

  • Finally, the tool will upload the information collected to a secure bucket which is only accesible by Bitnami Support agents. It is only necessary to share the code printed by the tool with the agent in your Bitnami Support ticket.