In the unfortunate event that you encounter an issue with Plesk or one
of its services, you may need to contact the technical support team to
resolve it. In most cases, the investigation will require information
contained in one of the server’s many log files. Unless this information
is supplied at the time of the ticket creation, it is likely that the
support team will get back to you requesting specific logs for
investigation. Delays resulting from the back and forth between you and
the technical team handling the case may become significant, which
impacts service levels and customer satisfaction.
To avoid this delay, you can generate a technical report before
contacting the support team. The technical report contains all the
necessary logs and other information relevant for troubleshooting and is
uploaded to the Plesk servers. This helps to make sure that the support
team has all the necessary information right from the beginning of the
case and significantly cuts down on the issue resolution time.
Note: The technical report does not contain any private data, only
technical information.
To generate a technical report, go to Tools & Settings > Support
(in the Plesk group). Select the Generate a technical report
before contacting support. (recommended) option and click Next.
Once the report has been generated, click Send Report. You have the
option to view the contents of the report before sending it - to do so,
click download. After the report has been uploaded to the Plesk
servers, you are given the unique ID of your technical report. Click
Contact Support to submit a support ticket, and be sure to specify
the report ID when describing the issue.
If you need to generate a technical report but the Plesk panel is
unavailable, you can generate the report using the command line. Log in
to the server via SSH or RDP and run the following commands:
# plesk bin report --collect
This command generates the report and places it in the
/usr/local/psa/var/reports/collected/ directory. You can check the
report’s contents if you wish. To send the report to support, run the
following command:
# plesk bin report --send= <the name of the generated report>
If you do not want to see the report before sending it, you can run the
following command:
# plesk bin report --send
This will generate a report and send it immediately.