|
| 1 | +--- |
| 2 | +navigation_title: Contact support |
| 3 | +description: Learn how to contact Elastic Support and what information to include to help resolve issues faster. |
| 4 | +applies_to: |
| 5 | + stack: |
| 6 | + serverless: |
| 7 | + observability: |
| 8 | + product: |
| 9 | + edot_collector: ga |
| 10 | +products: |
| 11 | + - id: cloud-serverless |
| 12 | + - id: observability |
| 13 | + - id: edot-collector |
| 14 | +--- |
| 15 | + |
| 16 | +# Contact support |
| 17 | + |
| 18 | +In some cases, you may unable to resolve an issue with the Elastic Distributions of OpenTelemetry (EDOT) using the troubleshooting guides. |
| 19 | + |
| 20 | +If you have an [Elastic subscription](https://www.elastic.co/pricing), you can contact Elastic support for assistance. You can reach us in the following ways: |
| 21 | + |
| 22 | +* **Through the [Elastic Support Portal](https://support.elastic.co/):** The Elastic Support Portal is the central place where you can access all of your cases, subscriptions, and licenses. |
| 23 | + |
| 24 | + |
| 25 | + |
| 26 | + :::{tip} |
| 27 | + If you contact us by email, use the email address you registered with so we can help you more quickly. If your registered email is a distribution list, you can register a second email address with us. Just open a case to let us know the name and email address you want to add. |
| 28 | + ::: |
| 29 | + |
| 30 | + :::{warning} |
| 31 | + All cases opened by email default to a normal severity level. For incidents, open a case through the [Elastic Support Portal](https://support.elastic.co/) and select the [appropriate severity](https://www.elastic.co/support/welcome#what-to-say-in-a-case). |
| 32 | + ::: |
| 33 | + |
| 34 | +Providing a clear description of your issue and relevant technical context helps our support engineers respond more quickly and effectively. |
| 35 | + |
| 36 | +## What to include in your support request |
| 37 | + |
| 38 | +To help Elastic Support investigate the problem efficiently, please include the following details whenever possible: |
| 39 | + |
| 40 | +### Basic information |
| 41 | + |
| 42 | +* A brief description of the issue |
| 43 | +* When the issue started and whether it is intermittent or consistent |
| 44 | +* Affected environments (dev, staging, production) |
| 45 | +* Whether you’re using Elastic Cloud or self-managed deployments |
| 46 | +* The version of the Elastic Stack you're using |
| 47 | +* Any additional context to help support understand the full data flow (from the instrumented applications at the edge to {{es}}) |
| 48 | + |
| 49 | +### Deployment context |
| 50 | + |
| 51 | +* Are you using a [standalone EDOT Collector](opentelemetry://reference/edot-collector/config/default-config-standalone.md) or [Kubernetes](opentelemetry://reference/edot-collector/config/default-config-k8s.md)? |
| 52 | +* If applicable, include: |
| 53 | + * Helm chart version and values (for Kubernetes) |
| 54 | + * Container image version |
| 55 | + |
| 56 | +### Configuration |
| 57 | + |
| 58 | +* Your full or partial EDOT Collector configuration file or files, redacted as needed |
| 59 | +* Environment variables that may affect telemetry |
| 60 | +* Any overrides or runtime flags, such as `--log-level=debug` or `--config` path |
| 61 | +* To enable debug logging in Kubernetes environments using the Helm chart, set the log level explicitly with: |
| 62 | + |
| 63 | + ```yaml |
| 64 | + collector: |
| 65 | + args: |
| 66 | + - "--config=/etc/otel/config.yaml" |
| 67 | + - "--log-level=debug" |
| 68 | + ``` |
| 69 | +
|
| 70 | + In Kubernetes environments with multiple EDOT Collector pods, be sure to collect logs and configuration from all instances. You can use `kubectl` to list and inspect each: |
| 71 | + |
| 72 | + ```sh |
| 73 | + kubectl get pods -l app=edot-collector |
| 74 | + kubectl logs <pod-name> --container edot-collector |
| 75 | + ``` |
| 76 | + Repeat for each Collector pod to provide complete context for support. |
| 77 | + |
| 78 | +### Logs and diagnostics |
| 79 | + |
| 80 | +* Recent Collector logs with relevant errors or warning messages |
| 81 | +* Output from: |
| 82 | + |
| 83 | + ```bash |
| 84 | + edot-collector --config=/path/to/config.yaml --dry-run |
| 85 | + ``` |
| 86 | +* Output from: |
| 87 | + |
| 88 | + ```bash |
| 89 | + lsof -i :4317 |
| 90 | + kubectl logs <collector-pod> |
| 91 | + ``` |
| 92 | + |
| 93 | +### Data and UI symptoms |
| 94 | + |
| 95 | +* Are traces, metrics, or logs missing from the UI? |
| 96 | +* Are you using the [Elastic Managed OTLP endpoint](https://www.elastic.co/docs/observability/apm/otel/managed-otel-ingest/)? |
| 97 | +* If data is missing or incomplete, consider enabling the [debug exporter](https://github.com/open-telemetry/opentelemetry-collector/blob/main/exporter/debugexporter/README.md) to inspect the raw signal data emitted by the Collector. |
| 98 | + |
| 99 | + You can use it for specific signals (logs, metrics, or traces) by adding a pipeline like: |
| 100 | + |
| 101 | + ```yaml |
| 102 | + exporters: |
| 103 | + debug: |
| 104 | + verbosity: detailed # options: normal, detailed |
| 105 | +
|
| 106 | + service: |
| 107 | + pipelines: |
| 108 | + traces: |
| 109 | + receivers: [otlp] |
| 110 | + processors: [batch] |
| 111 | + exporters: [debug] |
| 112 | + ``` |
| 113 | + |
| 114 | + This helps verify whether the Collector is receiving and processing telemetry as expected before it's sent to Elasticsearch. |
| 115 | + |
| 116 | +## Next steps |
| 117 | + |
| 118 | +When you’ve gathered the information above relevant to your case: |
| 119 | + |
| 120 | +1. Log in to the [Elastic Support portal](https://support.elastic.co/) |
| 121 | +2. Open a new case and fill in the form. |
| 122 | +3. Attach your logs, configs, or example files. Redact sensitive data. |
| 123 | + |
| 124 | +Our support team will review your request and get back to you as soon as possible. |
| 125 | + |
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