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Version: 3.2

Working with Cribl Support

If you run into issues with LogStream, please first check our Known Issues page for recommended resolutions or workarounds. For questions not addressed there, this page outlines how to engage with the Cribl Support staff to resolve problems as quickly as possible.

Contacting Cribl Support

You can contact Cribl Support in multiple ways, outlined below:

The best method depends on your reason for contacting Support. For quick, question-and-answer discussions, Community Slack or Intercom chat might be sufficient. For in-depth discussions, or for troubleshooting technical issues, create a support case for better tracking and exchange of information.

Creating a Support Case

You have two options for opening a support case: via email or via the Support Portal (access here, details below).

If you exchange diags or other files with us, note that all file-transfer methods except for email are encrypted.

Email communication imposes a total message-size limit of 25 MB (after MIME-encoding attachments). The Support Portal allows file attachments of up to 100 MB each.

Contact via Email

The simplest way to engage with Support is to email support@cribl.io, with the information outlined below. This will automatically open a case for us to track, and will send you an auto-confirmation email that includes your case number. A Support engineer will then contact you to begin troubleshooting.

Email via Help Button

Within LogStream's UI, you can click the left nav's (?) Help link and, from the resulting fly-out, select Contact Support. This will prompt creation of a new email in your email client.

Email from the UI

Contact via Intercom Button

Within LogStream's UI, you can click the Intercom button at the bottom right to send Cribl Support questions and (if necessary) screenshots and other files.

We recommend Intercom only for quick questions/answers, because it doesn't provide robust tracking of communications or files.

Contact via Community Slack

Our Support staff monitors Cribl's Community Slack for any issues customers are experiencing: https://cribl‑community.slack.com/. If you are not already registered for our Community Slack, please register at https://cribl.io/community/ to get started.

Slack might not get you the same timely response as an email, but it's a great way to get questions about LogStream answered by a wide range of Cribl insiders, and expert peer users, who enjoy sharing their knowledge of the product. Check out individual channels dedicated to feature requests, docs, and other concerns.

Private Slack Channels

Our Enterprise customers have their own private channels where they can communicate directly with their Cribl account team.

Contact via Support Portal

The Cribl Support Portal is available to our licensed customers. It facilitates encrypted transfer of large files, and maintains support cases' history so that you can easily review them.

The Support Portal uses single sign-on (SSO) through an integration with Cribl.Cloud accounts. So as part of Support Portal signup, you'll create a Cribl Cloud account if you don't already have one.

For details about navigating Cribl.Cloud, see LogStream Cloud Deployment.

The Support Portal enables two types of users: Standard and Admin. You can have up to four user logins per customer account, one of which can be (but is not required to be) an Admin user.

Standard versus Admin Users

Standard users can:

  • Create cases
  • Manage cases
  • Search cases
  • Upload files to cases
  • Access other Cribl resources via their Cribl.Cloud portal

Admin users can do all of the above, plus:

  • View all cases on the customer's account
  • Edit case information, post-creation
  • Invite Standard users to the portal

Signing Up

You'll need to receive a Cribl.Cloud invitation from Cribl or your Support Portal Admin, and follow the directions in the email to sign up. Both scenarios are summarized below. But first, a word from our sponsor, us:

Video Tutorial: Signing Up, Submitting Cases

This video walks you through signing up for the Support Portal, and then submitting cases with enough detail for Cribl Support to rapidly help you.

Accessing the Cribl Support Portal

Standard User Signup

To access the Cribl Support Portal if you already have a Cribl.Cloud account:

  1. Contact Cribl Support to request a user login to the Support Portal.
  2. Cribl Support will send an invitation to you via email.
  3. Follow the link in the email to sign up, using the same email address at which you received the invitation.
  4. Log in with your existing Cribl.Cloud account.
  5. Once logged in, you can create support cases, view any of your open or closed cases, etc.

To access the Cribl Support Portal without an existing Cribl.Cloud account:

  1. Contact Cribl Support at support@cribl.io to request to be added. Cribl Support will email you an invitation. (Your account's Support Portal Admin has the capability to invite you too.)
  2. Follow the link in the email to sign up, using the same email address at which you received the invitation.
  3. Register your new Cribl.Cloud account.
  4. Then log into https://portal.support.cribl.io with your new Cribl.Cloud account.
  5. Once logged in, you can create support cases, view any of your open or closed cases, etc.
Admin User Signup

To access the Cribl Support Portal as an Admin user:

  1. Contact Cribl Support to request Admin access.

  2. If your customer account already has an Admin user, the current Admin must also contact Cribl, requesting to transfer the account's sole Admin user role to you.
    The request from the current Portal Admin must originate from the email address we have on file for that Admin user. We can tell you who the current Admin is, if you do not know.

  3. If you have an existing Cribl.Cloud account then Cribl Support will promote your account to Admin.
    If you do not yet have a Cribl.Cloud account, Cribl Support will email you a Support Portal signup invitation. Follow the link in the email to accept the invitation, using the same email address at which you received the invitation.

Submitting Cases via the Portal

All support cases must be submitted by an individual account (i.e., no shared or group accounts). However, there are broader notification options.

When you create a new case, note the two fields for Related Teammates. Each name entered here must be an existing Contact on your customer account. If you want to enter one of your own organization’s group email addresses, contact Cribl Support to create a contact entry for that address.

Relevant Information We Need

When contacting Cribl Support via any means, please provide as many of the following details as you can – the more, the better:

  • Your name.
  • Preferred contact method (phone or email).
  • LogStream version number affected.
  • Description of the issue you’re having.
  • What's the issue's scope? (Leader Node, specific Worker Nodes or Groups, or entire deployment; number of nodes impacted) .
  • When did the issue begin, or when was it first noticed?
  • Did you make any known changes around that time? (Upgrade, config change, network change, etc.).
  • Diags for one or more affected systems (the Leader Node does not process data, so typically, only diags from Workers are necessary).
  • Sample event data for testing Pipeline issues (provide a text file, rather than screenshots).
  • Any troubleshooting steps that you've already taken.

Pulling Diags

Providing us diags from your environment will speed up the time to resolution. For instructions on how to pull a diag file, see Diagnosing Issues.

With LogStream 2.4.1 or later, the diag is uploaded from the browser, rather than from the LogStream Node. This means that your LogStream Worker Nodes do not need Internet access. With LogStream 2.4.0 or earlier, you’ll need to transfer the diags from your Worker Nodes.

Diag bundles for Leader Nodes do not include diag bundles for any Worker Nodes.

If you would like to upload your diag file via the GUI or CLI, you'll need outbound Internet access to https://diag-upload.cribl.io, plus a valid support case number (provided in your case confirmation email).

Diag Workarounds

If your organization does not permit outbound access to https://diag-upload.cribl.io to upload from within LogStream, you can also submit diags through Intercom or directly via the Support Portal (login required).

If none of these options work with your organization's policies, please work directly with your Support engineer to find a solution.