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.

What is 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 installdir.

How to 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.

Linux

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:

  • Open a terminal.
  • (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 installdir/bnsupport
$ sudo mv bnsupport-linux-x64.run installdir/bnsupport/
$ sudo chmod +x installdir/bnsupport/bnsupport-linux-x64.run
$ sudo ln -s installdir/bnsupport/bnsupport-linux-x64.run installdir/bnsupport-tool
  • Run the Bitnami Support Tool:
$ sudo installdir/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 by default a directory inside /opt on Linux installers).
  • 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.

OS X

If your stack does not include the tool, you can dowloand the latest version from this link and open the dmg file:

Bitnami Support OS X

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

  • Double-click the bnsupport-osx file to open the graphical interface.

Bitnami Support OS X

  • You will be prompted to check for new updates, please accept this option since your stack might not include the latest version.

Bitnami Support OS X

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.

Bitnami Support OS X

  • You will be prompted to type the directory where your Bitnami Stack was installed (which is by default a directory inside /Applications on OS X installers).

Bitnami Support OS X

  • 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.

Bitnami Support OS X

  • 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.

Bitnami Support OS X

Windows

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:

  • Double-click the bnsupport-windows.exe file to open the graphical interface.

Bitnami Support Windows

  • You will be prompted to check for new updates, please accept this option since your stack might not include the latest version.

Bitnami Support Windows

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.

Bitnami Support Windows

  • You will be prompted to type the directory where your Bitnami Stack was installed (which is by default a directory inside C:\Bitnami on Windows installers).

Bitnami Support Windows

  • 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.

Bitnami Support Windows

  • 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.

Bitnami Support Windows

What information is shared with the Bitnami Support Team?

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.
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Bitnami Documentation