Support Package¶

Generate diagnostic packages for Redis Support in seconds instead of minutes.

Overview¶

The support-package command is the fastest way to collect diagnostic information for Redis Support tickets. What used to take 10+ minutes of manual work now takes 30 seconds.

# Generate, optimize, and upload in one command
redisctl enterprise support-package cluster --optimize --upload

Quick Start¶

Generate a Package¶

redisctl enterprise support-package cluster

Output:

Redis Enterprise Support Package
================================
Cluster: prod-cluster-01
Version: 7.2.4
Nodes: 3
Databases: 5

Generating support package...

Support package created successfully
  File: support-package-cluster-20240115T143000.tar.gz
  Size: 487.3 MB
  Time: 154s

Optimize Package Size¶

Reduce package size by 20-30%:

redisctl enterprise support-package cluster --optimize

Optimization: 487.3 MB -> 358.2 MB (26.5% reduction)

Upload Directly to Redis Support¶

Skip the manual upload step:

export REDIS_ENTERPRISE_FILES_API_KEY="your-api-key"
redisctl enterprise support-package cluster --upload

All-in-One¶

redisctl enterprise support-package cluster --optimize --upload --no-save

This generates, optimizes, uploads, and doesn't leave a local copy.

Package Types¶

Cluster Package¶

Full cluster diagnostics - use this for most issues:

redisctl enterprise support-package cluster

Database Package¶

For database-specific issues:

redisctl enterprise support-package database 1

Node Package¶

For node-specific issues:

# Specific node
redisctl enterprise support-package node 2

# All nodes
redisctl enterprise support-package node

Options¶

Option	Description
`-o, --output`	Output file path
`--optimize`	Reduce package size (20-30% smaller)
`--optimize-verbose`	Show optimization details
`--log-lines`	Lines to keep per log file (default: 1000)
`--upload`	Upload to Redis Support (Files.com)
`--no-save`	Don't save locally after upload
`--skip-checks`	Skip pre-flight checks
`--wait`	Wait for completion (default)
`--wait-timeout`	Max wait time in seconds

Package Optimization¶

Large clusters can generate 500MB-2GB packages. Optimization helps:

# Basic optimization
redisctl enterprise support-package cluster --optimize

# See what was optimized
redisctl enterprise support-package cluster --optimize --optimize-verbose

# Keep more log history
redisctl enterprise support-package cluster --optimize --log-lines 5000

What Gets Optimized¶

Log truncation: Keeps most recent lines per log file
Redundant data removal: Removes duplicate files
Nested archive cleanup: Removes nested .gz files

When to Skip Optimization

Skip optimization if Redis Support specifically requests full logs or you're investigating historical issues.

Direct Upload¶

Setup¶

Get your Files.com API key from Redis Support, then configure it:

Environment VariableSecure KeyringConfig File

export REDIS_ENTERPRISE_FILES_API_KEY="your-api-key"

# Requires secure-storage feature
redisctl files-key set "$KEY" --use-keyring

redisctl files-key set "$KEY" --global

Upload¶

# Generate and upload
redisctl enterprise support-package cluster --upload

# Upload without keeping local copy
redisctl enterprise support-package cluster --upload --no-save

# Optimize then upload
redisctl enterprise support-package cluster --optimize --upload

CI/CD Integration¶

JSON Output¶

redisctl enterprise support-package cluster -o json

{
  "success": true,
  "package_type": "cluster",
  "file_path": "support-package-cluster-20240115T143000.tar.gz",
  "file_size": 510234567,
  "file_size_display": "487.3 MB",
  "elapsed_seconds": 154,
  "cluster_name": "prod-cluster-01",
  "cluster_version": "7.2.4-92"
}

GitHub Actions Example¶

- name: Collect support package on failure
  if: failure()
  run: |
    result=$(redisctl enterprise support-package cluster --optimize -o json)

    if [ $(echo "$result" | jq -r '.success') = "true" ]; then
      file=$(echo "$result" | jq -r '.file_path')
      echo "Package created: $file"
    fi
  env:
    REDIS_ENTERPRISE_URL: ${{ secrets.REDIS_ENTERPRISE_URL }}
    REDIS_ENTERPRISE_USER: ${{ secrets.REDIS_ENTERPRISE_USER }}
    REDIS_ENTERPRISE_PASSWORD: ${{ secrets.REDIS_ENTERPRISE_PASSWORD }}

Automated Daily Collection¶

#!/bin/bash
OUTPUT_DIR="/backup/support-packages"
RETENTION_DAYS=7

# Generate with date-based naming
redisctl enterprise support-package cluster \
  -o "$OUTPUT_DIR/daily-$(date +%Y%m%d).tar.gz"

# Clean up old packages
find "$OUTPUT_DIR" -name "daily-*.tar.gz" -mtime +$RETENTION_DAYS -delete

Best Practices¶

Before Maintenance¶

# Collect baseline before changes
redisctl enterprise support-package cluster \
  -o "baseline-pre-upgrade-$(date +%Y%m%d).tar.gz"

# Perform maintenance...

# Collect after changes
redisctl enterprise support-package cluster \
  -o "post-upgrade-$(date +%Y%m%d).tar.gz"

Organized Collection for Support Cases¶

#!/bin/bash
CASE_ID="CASE-12345"
mkdir -p "./support-$CASE_ID"

# Collect relevant packages
redisctl enterprise support-package cluster \
  -o "./support-$CASE_ID/cluster.tar.gz"

redisctl enterprise support-package database 1 \
  -o "./support-$CASE_ID/database-1.tar.gz"

# Document the issue
echo "Case: $CASE_ID" > "./support-$CASE_ID/README.txt"
echo "Issue: Database 1 high latency" >> "./support-$CASE_ID/README.txt"

Troubleshooting¶

Package Generation Fails¶

# Check cluster connectivity
redisctl enterprise cluster get

# Verify credentials
redisctl profile show

Timeout on Large Clusters¶

# Increase timeout (1 hour)
redisctl enterprise support-package cluster --wait-timeout 3600

Permission Denied¶

# Use a writable directory
redisctl enterprise support-package cluster -o /tmp/support.tar.gz

File Naming¶

Type	Pattern
Cluster	`support-package-cluster-{timestamp}.tar.gz`
Database	`support-package-database-{uid}-{timestamp}.tar.gz`
Node	`support-package-node-{uid}-{timestamp}.tar.gz`

Timestamps use ISO format: YYYYMMDDTHHMMSS