nativeInstaller

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 installdir.

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.

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

Linux

If your stack does not include the tool, you can download 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
    
  • The Bitnami Support Tool tool first tries to find the Bitnami Stack. If it can’t find it you will be prompted to type it.The default directory is installdir on Bitnami VMs and Cloud Images.

  • After a valid installation has been found the tool will automatically check for updates. If there is an available update the tool will ask you to download it. Accept this option; your stack might not include the latest version.

  • Once the directory is found you will be prompted to upload the information to the Bitnami servers. Click “Yes” to share it with the Bitnami Support Team.

  • Finally, the tool will upload the information collected to a secure bucket which is only accessible 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 download the latest version from this link

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

  • Double-click the bnsupport-osx file to open the graphical interface. In the Welcome page click on “Next” to continue.

  • The bnsupport tool will try to find the Bitnami Stack. If it can’t be found you will be prompted to type it. On OS X the default directory is a directory inside /Applications.

    Bitnami Support OS X

  • Once the directory has been found you will be asked if you agree to upload the information to the Bitnami servers.

    Bitnami Support OS X

  • Finally, the tool will upload the information collected to a secure bucket which is only accessible 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 dowload 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. In the Welcome page click on “Next” to continue.

  • The bnsupport tool will try to find the Bitnami Stack. If it can’t be found you will be prompted to type it. On Windows the default directory is a directory inside C:\Bitnami.

    Bitnami Support Windows

  • Once the directory has been found you will be asked if you agree to upload the information to the Bitnami servers. Click “Yes” to share it with the Bitnami Support Team.

    Bitnami Support Windows

  • Finally, the tool will upload the information collected to a secure bucket which is only accessible 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

Last modification February 21, 2019