Generating a Support Bundle When the Admin Console Is Down

Published Date: June 25, 2025

Validated: Yes

Audience: Everyone

Products and Versions Covered:

Self-hosted
Jama Connect®

Summary

Support bundles allow you to gather and analyze troubleshooting data from customer environments to diagnose issues with application deployments. Normally, the KOTS admin console provides a user-friendly UI for managing the Kubernetes deployment and generating support bundles.

If the KOTS admin console is unavailable—due to issues with the Kubernetes cluster or other causes—support bundles must be created via the application server terminal.

Resolution

Non-Airgap (Internet Access)

Case 1: Cluster is up, KOTS admin console is down
Generate the support bundle using the following commands. The bundle will be saved in the /root directory:

curl -L https://github.com/replicatedhq/troubleshoot/releases/latest/download/support-bundle_linux_amd64.tar.gz | tar xzvf -
./support-bundle --load-cluster-specs https://raw.githubusercontent.com/replicatedhq/troubleshoot-specs/main/in-cluster/default.yaml

Case 2: Kubernetes cluster is down

curl -L https://github.com/replicatedhq/troubleshoot/releases/latest/download/support-bundle_linux_amd64.tar.gz | tar xzvf -
sudo ./support-bundle --interactive=false https://raw.githubusercontent.com/replicatedhq/troubleshoot-specs/main/host/default.yaml

Airgap (No Internet Access)

Navigate to the directory containing the installation files.

Case 1: Cluster is up, KOTS admin console is down

Go to the folder kurl/krew
Extract the support bundle file:

tar xvf support-bundle.tar.gz

3. Use default.yaml to generate the bundle:

./support-bundle --load-cluster-specs default.yaml

Case 2: Kubernetes cluster is down

Go to the folder kurl/krew
Extract the support bundle file:

tar xvf support-bundle.tar.gz

3. Use cluster.yaml to generate the bundle:

sudo ./support-bundle --interactive=false cluster.yaml

Additional Resources

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