> ## Documentation Index > Fetch the complete documentation index at: https://ona.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting guide > Diagnose issues with environments, runners, and IDEs using support bundles and logs. Support bundles collect diagnostic data that helps identify and resolve issues. Ona provides support bundles for [environments and conversations](#environment-support-bundles) and [runners](#runner-support-bundles). For IDE-related issues, see the troubleshooting guide for your [editor or IDE](https://ona.com/docs/ona/editors/overview.md). ## Environment support bundles Environment support bundles capture logs, conversation data, and VM diagnostics from a specific environment. The contents vary depending on whether the environment is running or stopped. ### How to download Download an environment support bundle from any of these locations: * **Sidebar:** Click the `...` on the environment and select **Download support bundle**. * **Conversation header:** Click the `...` menu on the conversation and select **Download support bundle**. * **Chat command:** Type `/support-bundle` in the chat input. * **Command palette:** Search for **Download support bundle**. ### What's included **When the environment is running**, the bundle contains: | Data | Description | | - | - | | Environment logs | Logs from the environment's core services | | Automation logs | Logs from tasks and services running in the environment | | VM stats | VM resource usage (CPU, memory) over time | | Conversation data and diagnostics | Chat history and session context from conversations | > [!NOTE] > > Metrics are only included when the environment is running. If the environment is stopped, the bundle does not contain resource usage data. When conversations exist, the bundle also includes conversation diagnostics: | Data | Description | | - | - | | Conversation history | Conversation between the user and the agent, with recognized credential values redacted. | | LLM memory transcript | The agent's internal memory of the session | | Engine state | Internal state of the agent engine (tokens redacted) | **When the environment is stopped**, the bundle contains persisted environment logs retrieved from cloud storage. These logs cover the environment's most recent sessions. On AWS runners, persisted-log retrieval is limited to 100 S3 listing pages (up to 100,000 objects scanned), 20,000 retained log objects, 256 MiB of stored data, 512 MiB after decompression, and two minutes per request. These limits also apply to persisted environment and snapshot logs and VM statistics. Each runner process accepts up to eight concurrent requests, with at most two per authenticated user or service account across the runners it serves. Requests that exceed listing or known size limits are rejected. If a streaming download exceeds a limit, it fails instead of returning a completed partial archive. Retry later when requests are rate-limited. For logs exceeding the retrieval limits on self-hosted AWS runners, ask your AWS administrator to retrieve the relevant objects directly from the runner's log bucket. ## Runner support bundles Runner support bundles capture logs, metrics, profiling data, and network diagnostics from a self-hosted runner. ### How to download For self-hosted runners: 1. Go to **Settings → Runners**. 2. Locate your runner. 3. Click the `...` menu and select **Download support bundle**. A download link also appears in the degradation banner when a runner is in a degraded state. Runners without ingress download support bundles through the management plane. If the action is disabled for a runner without ingress, update the runner to a version that supports management-plane bundle downloads. ### What's included | Data | Description | | - | - | | Cloud logs | Runner logs from CloudWatch (AWS) or Cloud Logging (GCP) | | Local logs | Orchestrator logs, cgroup info, and mount info from the runner host | | Prometheus metrics | Full metric history in OpenMetrics format (15 min lookback on AWS, 24 hours on GCP) | | Profiling | pprof profiles: CPU, heap, goroutine, block, mutex, allocs | | Memory stats | Go runtime and VM memory usage snapshot | | Build info | Go version, OS, architecture, and build settings | | Network info | VPC, subnet, and security group configuration (when available) | ## Requesting support To start a support case, open **Support** from the organization menu in the dashboard. When reporting an issue, attach the relevant support bundles: * **Environment issues:** Provide both the environment support bundle and the runner support bundle. * **Runner issues:** The runner support bundle alone is sufficient. * **IDE issues:** See the troubleshooting section for your [editor or IDE](https://ona.com/docs/ona/editors/overview.md) for how to export logs. > [!NOTE] > > Review bundle contents before sharing outside your organization. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.