Generate and Upload a Support Package

⏱️ Time: 10-15 minutes
📋 Prerequisites:

Redis Enterprise cluster running
redisctl installed and configured
(Optional) Files.com account for upload (sign up)

Quick Command

Generate support package for entire cluster:

redisctl enterprise support-package cluster \
  --file /tmp/support-package.tar.gz

What is a Support Package?

A support package is a comprehensive diagnostic bundle containing:

Cluster configuration and logs
Database configurations and statistics
Node health and metrics
Network configuration
Redis server logs

Used for troubleshooting with Redis support or internal diagnostics.

Step-by-Step Guide

1. Generate Basic Support Package

Create a support package for the entire cluster:

redisctl enterprise support-package cluster \
  --file /tmp/cluster-support-$(date +%Y%m%d).tar.gz

What you should see:

Generating support package...
Support package saved to: /tmp/cluster-support-20251007.tar.gz
Size: 45.2 MB

2. Generate for Specific Database

Create a package for just one database (smaller, faster):

redisctl enterprise support-package database \
  --database-id 1 \
  --file /tmp/db1-support.tar.gz

3. Optimize Before Upload

Reduce package size for faster upload:

redisctl enterprise support-package database \
  --database-id 1 \
  --optimize \
  --file /tmp/db1-optimized.tar.gz

What --optimize does:

Compresses logs more aggressively
Excludes large binary dumps
Typically 50-70% smaller
Still contains all diagnostic info

4. Upload to Files.com

One-Time Setup

Set up your Files.com API key:

# Store securely in keyring (recommended)
redisctl files-key set --use-keyring

# Or set as environment variable
export FILES_API_KEY="your-api-key"

Generate and Upload

Create package and upload in one command:

redisctl enterprise support-package database \
  --database-id 1 \
  --optimize \
  --upload \
  --no-save

Flags explained:

--upload: Upload to Files.com after generation
--no-save: Don't save locally (only upload)
--optimize: Reduce size before upload

What you should see:

Generating support package...
Optimizing package...
Uploading to Files.com...
✓ Uploaded: /support-packages/db1-20251007-abc123.tar.gz
URL: https://yourcompany.files.com/file/support-packages/db1-20251007-abc123.tar.gz

Advanced Usage

Generate with Custom Filters

Exclude certain log types:

redisctl enterprise support-package database \
  --database-id 1 \
  --file /tmp/filtered-support.tar.gz

Automated Uploads

Schedule regular support package uploads:

#!/bin/bash
# upload-support-package.sh

DATE=$(date +%Y%m%d-%H%M%S)
DB_ID=$1

redisctl enterprise support-package database \
  --database-id "$DB_ID" \
  --optimize \
  --upload \
  --no-save \
  -o json | tee /var/log/support-upload-$DATE.log

Run via cron:

# Daily at 2 AM for database 1
0 2 * * * /usr/local/bin/upload-support-package.sh 1

Generate and get sharable link:

RESULT=$(redisctl enterprise support-package cluster \
  --optimize \
  --upload \
  --no-save \
  -o json)

URL=$(echo "$RESULT" | jq -r '.upload_url')
echo "Share this URL with Redis Support:"
echo "$URL"

Common Issues

Package Generation Times Out

Error: Support package generation timed out

Solution: Use optimize flag to reduce generation time:

redisctl enterprise support-package cluster \
  --optimize \
  --file /tmp/support.tar.gz

Upload Fails

Error: Failed to upload to Files.com: 401 Unauthorized

Solution: Verify API key:

# Check current configuration
redisctl files-key get

# Re-enter API key
redisctl files-key set --use-keyring

Insufficient Disk Space

Error: Not enough disk space

Solution: Use --optimize or clean up old packages:

# Find old packages
find /tmp -name "*support*.tar.gz" -mtime +7

# Use optimization
redisctl enterprise support-package cluster \
  --optimize \
  --file /tmp/support.tar.gz

Database Not Found

Error: Database with ID 999 not found

Solution: List available databases:

redisctl enterprise database list -o table -q '[].{id: uid, name: name}'

Package Size Reference

Typical sizes (uncompressed / compressed):

Scope	Uncompressed	Compressed	Optimized
Single small DB	100-200 MB	40-80 MB	15-30 MB
Single large DB	500 MB-2 GB	200-800 MB	50-200 MB
Entire cluster	1-10 GB	500 MB-3 GB	200 MB-1 GB

What's Inside?

A support package typically contains:

support-package/
├── cluster/
│   ├── cluster-config.json
│   ├── cluster-logs/
│   └── cluster-stats.json
├── databases/
│   ├── db-1/
│   │   ├── config.json
│   │   ├── stats.json
│   │   └── redis-logs/
│   └── db-2/...
├── nodes/
│   ├── node-1/
│   │   ├── system-info.json
│   │   ├── network-config.json
│   │   └── logs/
│   └── node-2/...
└── metadata.json

Next Steps

📊 Monitor Cluster Health - Proactive monitoring
🔍 Troubleshooting Guide - Common issues and solutions
🛠️ Node Management - Manage cluster nodes

redisctl Documentation