How to get a support bundle when Jenkins will not start?

Issue

  • I can’t collect a support bundle because I can’t login, or Jenkins is not able to start

Environment

Resolution

When the Support Core plugin is installed, it automatically stores a bundle every hour in $JENKINS_HOME/support. These bundles are purged using an exponential retention strategy so that they do not overflow disk space.

You can find these support bundles in $JENKINS_HOME/support/ named either support_YYYY-MM-DD_hh.mm.ss.zip or cloudbees-support_YYYY-MM-DD_hh.mm.ss.zip where YYYY-MM-DD andhh.mm.ss are the UTC date and time respectively when the bundle was generated.

The latest support bundle (and sometimes an older bundle before the issue occurred) can be helpful for CloudBees Support to diagnose your issue.

You can inspect the contents of these file(s) to assure yourself that they do not contain information you do not want to share with CloudBees. You can even unpack and repack bundle(s) if there is some specific piece of information that you need to remove from some bundle(s).

References

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