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Support Bundles ​

Support bundles collect diagnostic context into a downloadable ZIP file.

Use them when a production issue needs enough context for troubleshooting but collecting the right files manually would be slow or error-prone.

Open Administration > Support Bundles. A user with support bundle permission selects a date range, creates the bundle, waits for the build to finish, and then downloads the ZIP from the table.

For interactive investigation before exporting a bundle, use Audit And History. Audit and endpoint history help identify the relevant endpoint, job, time range, and service client before collecting raw diagnostics.

Bundle types ​

Ordyn supports four support bundle scopes.

Server bundle ​

A server bundle is for server or platform-level issues.

It includes:

  • a system summary with counts for endpoints, jobs, instructions, edge services, and recent failed delivery messages
  • excerpts from server log files in the selected date range
  • a manifest.json file describing the generated bundle
  • a warnings.json file when parts of the bundle could not be collected

Use a server bundle for issues such as:

  • agents or service clients failing to connect
  • edge admission or relay problems
  • job dispatch not starting
  • server errors where no single job is the obvious source

Service-client log bundle ​

A service-client log bundle is for troubleshooting one or more selected service clients.

It can collect logs from supported services such as Edge, Cache Nodes, SNMP, Telematik, Package Discovery, and Webhooks.

For webhooks, use this bundle when investigating:

  • webhook service enrollment failures
  • runtime webhook configuration not reaching the service
  • external requests being rejected by authentication or source-IP checks
  • accepted webhooks not dispatching endpoint jobs
  • service-client connection drops

Job bundle ​

A job bundle is for troubleshooting one job definition over a selected date range.

It includes:

  • the selected job definition
  • matching job runs in the selected date range
  • job run, target, task, instruction, instruction result, and artifact details
  • matching audit log rows
  • available job task artifacts
  • server log excerpts for the selected date range
  • a manifest.json file
  • a warnings.json file when applicable

The endpoint selector is optional. When an endpoint is selected, the bundle narrows job run target records and artifacts to that endpoint. When no endpoint is selected, the bundle includes matching runs for all endpoints.

Use a job bundle for issues such as:

  • a job task timing out unexpectedly
  • a task result not advancing the workflow
  • a run being stuck in queued, running, or connection-lost state
  • artifact upload or collection failures
  • unexpected continue-on-error or branch behavior

Endpoint bundle ​

An endpoint bundle is for troubleshooting one endpoint's current state.

It includes:

  • an endpoint summary with the same computed current-state fields used by the endpoint list, including busy state and current relay state
  • busy diagnostics that explain why Ordyn currently considers the endpoint busy or idle
  • active and queued job target records for the endpoint
  • active and queued instruction records for the endpoint
  • instruction dispatch attempts and related relay outbound messages
  • recent certificates and relay connections
  • pending agent release actions
  • matching audit log rows
  • server log excerpts for the selected date range
  • best-effort live agent log tails when the endpoint is connected
  • a manifest.json file
  • a warnings.json file when applicable

Use an endpoint bundle for issues such as:

  • an endpoint showing queued jobs even though it appears idle
  • an endpoint staying busy after a failed or interrupted job
  • instructions not dispatching or not clearing
  • agent update actions stuck in a pending state
  • relay connection state not matching the UI

Live agent logs are best-effort. When the endpoint is connected, Ordyn requests operational and audit log tails and waits briefly while the bundle is built. If the endpoint is disconnected, the requester is unavailable, the request fails, or the result does not arrive before the timeout, the bundle still succeeds and records a warning.

Security ​

Support bundles are administrative diagnostics and should be handled as sensitive data.

They can contain:

  • hostnames and endpoint identifiers
  • usernames or requester names from audit and job metadata
  • job definitions and task configuration
  • instruction and instruction result metadata
  • operational error messages
  • excerpts from server logs

Ordyn does not include plaintext secrets or raw secret values.

Retention ​

Support bundles are stored as server-generated file blobs and are intended to be temporary.

Ordyn removes expired support bundles during scheduled cleanup. Keep the retention period short because bundles can contain operational context that is useful for troubleshooting but should not be kept indefinitely.

Downloaded bundles should be deleted after the troubleshooting case is closed.