From ea1d997828e49df98c0295ef638305fbe2a8c937 Mon Sep 17 00:00:00 2001 From: Aleksandra Spilkowska Date: Thu, 24 Jul 2025 13:13:08 +0200 Subject: [PATCH 1/2] Add "Contact support" to EDOT Troubleshooting --- .../ingest/opentelemetry/contact-support.md | 75 +++++++++++++++++++ troubleshoot/ingest/opentelemetry/toc.yml | 3 +- 2 files changed, 77 insertions(+), 1 deletion(-) create mode 100644 troubleshoot/ingest/opentelemetry/contact-support.md diff --git a/troubleshoot/ingest/opentelemetry/contact-support.md b/troubleshoot/ingest/opentelemetry/contact-support.md new file mode 100644 index 0000000000..7c42279a83 --- /dev/null +++ b/troubleshoot/ingest/opentelemetry/contact-support.md @@ -0,0 +1,75 @@ +--- +navigation_title: Contact support +description: Learn how to contact Elastic Support and what information to include to help resolve issues faster. +applies_to: + stack: + serverless: + observability: + product: + edot_collector: ga +products: + - id: cloud-serverless + - id: observability + - id: edot-collector +--- + +# Contact support + +If you're unable to resolve an issue with the Elastic Distributions of OpenTelemetry (EDOT) using the troubleshooting guides, you can contact Elastic Support for further assistance. + +Providing a clear description of your issue and relevant technical context helps our support engineers respond more quickly and effectively. + +## What to include in your support request + +To help Elastic Support investigate the problem efficiently, please include the following details whenever possible: + +### Basic information + +* A brief description of the issue +* When the issue started and whether it is intermittent or consistent +* Affected environments (dev, staging, production) +* Whether you’re using Elastic Cloud or self-managed deployments + +### Deployment context + +* Are you using a standalone EDOT Collector or Kubernetes? +* If applicable, include: + * Helm chart version and values (for Kubernetes) + * Container image version + +### Configuration + +* Your full or partial EDOT Collector configuration file or files, redacted as needed +* Any overrides or runtime flags, such as `--log-level=debug` or `--config` path +* Environment variables that may affect telemetry + +### Logs and diagnostics + +* Recent Collector logs with relevant errors or warning messages +* Output from: + + ```bash + edot-collector --config=/path/to/config.yaml --dry-run + ``` +* Output from: + + ```bash + lsof -i :4317 + kubectl logs + ``` + +### Data and UI symptoms + +* Are traces, metrics, or logs missing from the UI? +* Are you using the [Elastic Managed OTLP endpoint](https://www.elastic.co/docs/observability/apm/otel/managed-otel-ingest/)? + +## Next steps + +When you’ve gathered the information above relevant to your case: + +1. Log in to the [Elastic Support portal](https://support.elastic.co/) +2. Open a new case and fill in the form. +3. Attach your logs, configs, or example files. Redact sensitive data. + +Our support team will review your request and get back to you as soon as possible. + diff --git a/troubleshoot/ingest/opentelemetry/toc.yml b/troubleshoot/ingest/opentelemetry/toc.yml index c3d2f4afb2..d276e322c3 100644 --- a/troubleshoot/ingest/opentelemetry/toc.yml +++ b/troubleshoot/ingest/opentelemetry/toc.yml @@ -12,4 +12,5 @@ toc: - file: edot-sdks/java/index.md - file: edot-sdks/nodejs/index.md - file: edot-sdks/php/index.md - - file: edot-sdks/python/index.md \ No newline at end of file + - file: edot-sdks/python/index.md + - file: contact-support.md \ No newline at end of file From 747bed47af0db97282b0b47daaaed8457f48b104 Mon Sep 17 00:00:00 2001 From: Aleksandra Spilkowska Date: Thu, 31 Jul 2025 13:29:22 +0200 Subject: [PATCH 2/2] Apply comments --- .../ingest/opentelemetry/contact-support.md | 56 ++++++++++++++++++- 1 file changed, 53 insertions(+), 3 deletions(-) diff --git a/troubleshoot/ingest/opentelemetry/contact-support.md b/troubleshoot/ingest/opentelemetry/contact-support.md index 7c42279a83..b79928939c 100644 --- a/troubleshoot/ingest/opentelemetry/contact-support.md +++ b/troubleshoot/ingest/opentelemetry/contact-support.md @@ -15,7 +15,21 @@ products: # Contact support -If you're unable to resolve an issue with the Elastic Distributions of OpenTelemetry (EDOT) using the troubleshooting guides, you can contact Elastic Support for further assistance. +In some cases, you may unable to resolve an issue with the Elastic Distributions of OpenTelemetry (EDOT) using the troubleshooting guides. + +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: + +* **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. + +* **By email:** [support@elastic.co](mailto:support@elastic.co) + + :::{tip} + 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. + ::: + + :::{warning} + 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). + ::: Providing a clear description of your issue and relevant technical context helps our support engineers respond more quickly and effectively. @@ -29,10 +43,12 @@ To help Elastic Support investigate the problem efficiently, please include the * When the issue started and whether it is intermittent or consistent * Affected environments (dev, staging, production) * Whether you’re using Elastic Cloud or self-managed deployments +* The version of the Elastic Stack you're using +* Any additional context to help support understand the full data flow (from the instrumented applications at the edge to {{es}}) ### Deployment context -* Are you using a standalone EDOT Collector or Kubernetes? +* 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)? * If applicable, include: * Helm chart version and values (for Kubernetes) * Container image version @@ -40,8 +56,24 @@ To help Elastic Support investigate the problem efficiently, please include the ### Configuration * Your full or partial EDOT Collector configuration file or files, redacted as needed -* Any overrides or runtime flags, such as `--log-level=debug` or `--config` path * Environment variables that may affect telemetry +* Any overrides or runtime flags, such as `--log-level=debug` or `--config` path +* To enable debug logging in Kubernetes environments using the Helm chart, set the log level explicitly with: + + ```yaml + collector: + args: + - "--config=/etc/otel/config.yaml" + - "--log-level=debug" + ``` + + 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: + + ```sh + kubectl get pods -l app=edot-collector + kubectl logs --container edot-collector + ``` + Repeat for each Collector pod to provide complete context for support. ### Logs and diagnostics @@ -62,6 +94,24 @@ To help Elastic Support investigate the problem efficiently, please include the * Are traces, metrics, or logs missing from the UI? * Are you using the [Elastic Managed OTLP endpoint](https://www.elastic.co/docs/observability/apm/otel/managed-otel-ingest/)? +* 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. + + You can use it for specific signals (logs, metrics, or traces) by adding a pipeline like: + + ```yaml + exporters: + debug: + verbosity: detailed # options: normal, detailed + + service: + pipelines: + traces: + receivers: [otlp] + processors: [batch] + exporters: [debug] + ``` + + This helps verify whether the Collector is receiving and processing telemetry as expected before it's sent to Elasticsearch. ## Next steps