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Version: 0.94

Debugging technical issues: How to retrieve job logs and support bundles

This topic explains the options you have to retrieve diagnostic job logs and the support bundle. Workspace Admin permissions or higher are required for each of these tasks.

You might occasionally encounter problems while using Snorkel Flow that make it difficult to complete your desired workflow. Snorkel makes it easy for you to address these issues without help from Snorkel Support.

  1. Workspace Admin can help you download diagnostic job logs to identify and understand why jobs are failing.
  2. If you still cannot identify and resolve the problem or are having trouble accessing the Snorkel Application altogether, ask your System Admin to send a support bundle to Snorkel. This will provide a full system health report to Snorkel, which will enable Snorkel Support to help you address the problem quickly.

Retrieve diagnostic job logs​

There are several ways Workspace Admins can retrieve diagnostic logs from Snorkel Flow. These options depend on your level of access to system data. These options are restricted to Workspace Admins or higher. Users without any administrative privileges must request help from a Workspace Admin or System Admin.

For more information on role responsibilities, see Snorkel Flow User roles overview and capabilities

Accessing an Application's Job Dashboard​

If you encountered an error while performing an operation in an application, access the jobs link and collect any relevant error logs there. You must have Workspace Admin privileges or higher to view these logs.

  1. Click on the "Jobs" link on the lefthand navigation bar. Screen Shot 2023-07-24 at 5.20.40 PM.webp
  2. This will load the Jobs Dashboard that list all jobs that are in progress have completed. Filter the view by which jobs have failed recently. This can be done by using the job status dropdown on the right.Screen Shot 2023-07-24 at 5.23.14 PM.webp
  3. If any failed tasks show up here and the "Started" column's time matches when you encountered the error, use the download link associated with the job to retrieve the system diagnostic logs.Screen Shot 2023-07-24 at 5.23.20 PM.webp

Accessing the Global Job Dashboard​

Failed job logs can also be retrieved via the Administrative Settings for all applications on the platform. You must have Workspace Admin privileges or higher to access this view.

  1. Select on your username in the lower left-hand corner, then select Admin Settings. Screen Shot 2023-07-24 at 5.44.46 PM.webp
  2. In Admin Settings, select Job Management. Screen Shot 2023-07-24 at 5.46.35 PM.webp
  3. Select Past Jobs to see all jobs are complete. This page includes past jobs from all applications. You might need to tab through to find the job that presented the error. You can find jobs that had an error by looking for a red X on the far left of the job's row. Screen Shot 2023-07-24 at 5.55.20 PM.webp
  4. Download as many potentially relevant log files as needed. If you cannot determine which job is responsible for the issue, escalate the issue to your System Admin.

Retrieve a support bundle​

System Admins administer and upgrade the Snorkel Flow installation. The options below are intended for ONLY Snorkel Flow users with system access.

Export the in-app encrypted logs​

This option requires the Snorkel Application to be responsive.

warning

The in-app encrypted log export might not function correctly if the platform is experiencing systemwide issues. If you begin the download but there is little to no progress, try one of the alternative approaches to retrieve the support bundle.

  1. From the  main page, select your username in the lower left-hand corner.

  2. Select Resources and then Download Encrypted Logs. The downloaded logs contain sensitive data that include work that was executed across the Snorkel Flow installation. Snorkel Flow encrypts this bundle to prevent exposure.

  3. Send the downloaded bundle to Snorkel for decryption and diagnosis.

Using the Replicated user interface​

This option can be used to extract Support Bundles while the application is down.

For Snorkel Flow customers using Replicated to manage their Snorkel Flow installation, System Admins can download the support bundle.

  1. In the Replicated admin console, select Troubleshoot in the navigation bar. replicated-support.webp

  2. Select Analyze Snorkel Flow to create a support bundle that can be sent to Snorkel directly. System Admins can customize the SupportBundle via the SupportBundle custom object. For more details, contact Snorkel Support.

Use script to gather support bundle​

This option can be used to extract Support Bundles while the application is down.

A System Admin can use the python script gather_support_bundle.py to generate a support bundle.

From a workstation with cluster access, start the script:

```
NAMESPACE="snorkelflow"
python3 gather_support_bundle.py --namespace ${NAMESPACE}
```

![](../images/support_bundle.webp)

This script creates a collection of log files in an archive, as well as some Kubernetes documents if relevant to the installation. These can be sent to Snorkel Support directly.

Manually collecting log files​

This option can be used to extract Support Bundles while the application is down.

Snorkel Flow stores all log files for all jobs and applications in a well-known \.logs\ path in the primary data volume mount.

  1. Compress the \.logs\ directory as an archive.
  2. Send the archive to Snorkel Support to diagnose the issues.