> ## 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), [runners](#runner-support-bundles), and [automation executions](#automation-execution-support-bundles). For IDE-related issues, see the troubleshooting guide for your [editor or IDE](/ona/editors/overview).

## 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.</Note>

When conversations exist, the bundle also includes conversation diagnostics:

| 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) |

**When the environment is stopped**, the bundle contains persisted environment logs retrieved from cloud storage. These logs cover the environment's most recent sessions.

## Runner support bundles

Runner support bundles capture logs, metrics, profiling data, and network diagnostics from a self-hosted runner.

<Note>Not available for Ona Cloud runners.</Note>

### How to download

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.

### 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](/ona/editors/overview) for how to export logs.

<Note>Review bundle contents before sharing outside your organization.</Note>