Support bundles collect diagnostic data that helps identify and resolve issues. Ona provides support bundles for environments and conversations, runners, and automation executions. For IDE-related issues, see the troubleshooting guide for your editor or IDE.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.
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-bundlein 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 |
Metrics are only included when the environment is running. If the environment is stopped, the bundle does not contain resource usage data.
| Data | Description |
|---|---|
| Conversation history | Full conversation between the user and the agent |
| LLM memory transcript | The agent’s internal memory of the session |
| Engine state | Internal state of the agent engine (tokens redacted) |
Runner support bundles
Runner support bundles capture logs, metrics, profiling data, and network diagnostics from a self-hosted runner.Not available for Ona Cloud runners.
How to download
- Go to Settings → Runners.
- Locate your runner.
- Click the
...menu and select Download support bundle.
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) |
Automation execution support bundles
Support bundles are also available for individual automation execution actions. These combine environment and conversation data with action metadata.How to download
Click the... menu on an automation execution action and select Download support bundle.
Requesting support
To start a support case, use the Pylon chat widget in the bottom-right corner of 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 for how to export logs.
Review bundle contents before sharing outside your organization.