Get Product Help
This page outlines how to engage with Cribl Support staff—and expert peer users—to resolve problems and answer questions as quickly as possible.
To check for current known issues, along with their recommended resolutions or workarounds, check the Known Issues page for the product you’re using. You can find this page in the Troubleshooting category for each product on https://docs.cribl.io/.
If you are encountering problems with Cribl.Cloud, refer to Cribl Status for information about service availability and possible incidents.
You have multiple options for getting help, depending on your needs:
- Community Slack and Cribl Curious to ask questions and join discussions with peer users
- Support Portal to open a technical support case (available only to customers with a paid plan or license)
- Email to open a technical support case
- Cribl Copilot to get instant answers from our chatbot assistant
Contact via Community Slack
Our Support staff monitors Cribl Community Slack, where all users can discuss issues and ask questions: https://cribl‑community.slack.com/. You can register for our Community Slack at https://cribl.io/community/.
Slack is a great way to get questions 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. Enterprise customers have private channels where they can communicate directly with their Cribl account team.
Contact via Cribl Curious
Cribl Curious is a threaded community Q&A site. Our Support staff monitors it, as do other Cribl teams. As with Community Slack, it’s best for issues that aren’t critical or urgent.
Contact via Support Portal
The Cribl Support Portal is available to customers with a paid plan or license. It facilitates encrypted transfer of large files and maintains support case history for easy access.
The Support Portal uses single sign-on (SSO) through an integration with Cribl.Cloud accounts. As part of Support Portal signup, you’ll receive an invitation to create a Cribl.Cloud account, if you don’t already have one.
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.
Support Portal User Permissions
| Permission | Standard Users | Admin Users |
|---|---|---|
| Create cases | X | X |
| Manage cases | X | X |
| Search cases | X | X |
| Upload files to cases | X | X |
| Access other Cribl resources via Cribl.Cloud portal | X | X |
| View all cases on the customer’s account | X | |
| Edit case information, post-creation | X |
Sign Up
You’ll need to receive a Cribl.Cloud invitation from Cribl or your Support Portal Admin, and then follow the directions in the email to sign up.
To access the Cribl Support Portal if you already have a Cribl.Cloud account:
- Contact Cribl Support to request a user login to the Support Portal.
- Cribl Support will send an invitation to you via email.
- Follow the link in the email to sign up, using the same email address at which you received the invitation.
- Log in with your existing Cribl.Cloud account.
- Once logged in, you can create Support cases and view any of your open or closed cases.
To access the Cribl Support Portal without an existing Cribl.Cloud account:
- 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.)
- Follow the link in the email to sign up, using the same email address at which you received the invitation.
- Register your new Cribl.Cloud account.
- Log in to https://portal.support.cribl.io with your new Cribl.Cloud account.
- Once logged in, you can create Support cases and view any of your open or closed cases.
To access the Cribl Support Portal as an Admin user:
Contact Cribl Support to request Admin access.
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.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.
Submit Cases via the Portal
All Support cases must be submitted by an individual account (not a shared or group account). 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.
Email Support with Product Issues
Depending on your plan or license, you can engage with Support by emailing support@cribl.io, with all of the relevant information listed 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.
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.
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)
- Cribl product version number affected
- Description of the issue you’re having
- The scope of the issue (Leader Node, specific Nodes, Groups, or Fleets, or entire deployment; number of nodes impacted)
- When the issue began, or when was it first noticed
- Whether you made any changes around that time (such as upgrade, config change, or network change)
- Diags for one or more affected systems (the Leader Node doesn’t process data, so typically, only diags from Worker Nodes 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 Cribl with diagnostics from your environment will speed up the time to resolution. For instructions on how to pull a diag file, see: