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Getting support

Sections

You can get commercial support for versions of Puppet Enterprise (PE) in Mainstream and Extended support. You can also get support from our user community.

Puppet Enterprise support life cycle

Some of our releases have long term support (LTS); others have short term support (STS). For each release, there are three phases of product support: Mainstream support, Extended support, and End of Life (EOL).

For full information about types of releases, support phases and dates for each release, frequency of releases, and recommendations for upgrading, see the Puppet Enterprise support lifecycle page.

If the latest release with the most up-to-date features is right for you, download, try, or upgrade Puppet Enterprise. Alternatively, download an older supported release from Previous Releases.

Open source tools and libraries

PE uses open source tools and libraries. We use both externally maintained components, such as Ruby, PostgreSQL, and JVM, and projects we own and maintain, such as Facter, Puppet agent, Puppet Server, and PuppetDB.

Projects we own and maintain are "upstream" of our commercial releases. Our open source projects move faster and have shorter support life cycles than PE. We might discontinue updates to our open source platform components before their commercial EOL dates. We vet upstream security and feature releases and update supported versions according to customer demand and our Security policy.

Support portal

We provide responsive, dependable, quality support to resolve any issues regarding the installation, operation, and use of PE.

There are two levels of commercial support plans for PE: Standard and Premium. Both allow you to report your support issues to our confidential customer support portal. When you purchase PE, you receive an account and login details for the portal, which includes access to our knowledge base.

Note: We use the term standard installation to refer to a PE installation of up to 4,000 nodes. However, the Standard Support Plan is not limited to this installation type. In the support context, Standard refers to the support level, not the size of the PE installation.

Puppet metrics collector

The Puppet metrics collector can help troubleshoot performance issues with Puppet Enterprise (PE) components.

The Puppet metrics collector is packaged in a module that is installed with PE. By default, the module collects Puppet services metrics and does not collect system metrics. You can enable and disable metrics collection by setting Boolean values for these parameters.
  • puppet_enterprise::enable_metrics_collection
  • puppet_enterprise::enable_system_metrics_collection
Important: If you have a version of the puppetlabs-puppet_metrics_collector module, from the Forge or other sources, specified in the code, you must remove this version before upgrading to allow the version bundled with PE to be asserted.

PE support script

When seeking support, you might be asked to run an information-gathering support script. This script collects a large amount of system information and PE diagnostics, compresses the data, and prints the location of the zipped tarball when it finishes running.

The pe_support_script module, bundled with the installer, provides the script.

Running the support script

Run the support script on the command line of your primary server or any agent node running Red Hat Enterprise Linux, Ubuntu, or SUSE Linux Enterprise Server operating systems with the command: /opt/puppetlabs/bin/puppet enterprise support.

PE version 2021.4 includes version 3 of the support script. Version 3 has more options that may be used to modify the support script behavior. As such, some options in version 3 are not available in combination with the --v1 option. This is because the --v1 option activates the legacy (version 1) support script. Options not compatible with version 1 are designated in the table below with Not compatible with the --v1 parameter.

These options can modify the support script output:
Option Description
--verbose Logs verbosely.
--debug Logs debug information.
--classifier Collects classification data.
--dir <DIRECTORY> Specifies where to save the support script's resulting tarball.
--ticket <NUMBER> Specifies a support ticket number for record-keeping purposes.
--encrypt Encrypts the support script's resulting tarball with GnuPG encryption.
Note: You must have GPG or GPG2 available in your PATH in order to encrypt the tarball.
--log_age Specifies how many days' worth of logs the support script collects. Valid values are positive integers or all to collect all logs, up to 1 GB per log. Default is 7 (seven days).
--v1 Activate version 1 of the support script. This option is not compatible with options designated with Not compatible with the --v1 parameter.
--v3 Activate version 3 of the support script. This is a default but can be overridden with --v1.
--list List diagnostics that may be enabled or disabled. Diagnostics labeled "opt-in" must be explicitly enabled. All others are enabled by default. Not compatible with the --v1 parameter.
--enable <LIST> A comma-separated list of diagnostic names to enable. Use the --list option to print available names. The --enable option must be used to activate diagnostics marked as "opt-in." Not compatible with the --v1 parameter.
--disable <LIST> A comma-separated list of diagnostic names to disable. Use the --list option to print available names. Not compatible with the --v1 parameter.
--only <LIST> A comma-separated list of diagnostic names to enable. All other diagnostics are disabled. Use the --list option to print available names. Not compatible with the --v1 parameter.
--upload Upload the output tarball to Puppet Support via SFTP. Requires the --ticket <NUMBER> option to be used. Not compatible with the --v1 parameter.
--upload_disable_host_key_check Disable SFTP host key checking. See Support article KB#0305 for a list of current host key values. Not compatible with the --v1 parameter.
--upload_user <USER> Specify a SFTP user to use when uploading. If not specified, a shared write-only account is used. Not compatible with the --v1 parameter.
--upload_key <FILE> Specify a SFTP key to use with --upload_user. Not compatible with the --v1 parameter.
Here are some examples of using options when running the support script:
# Collect diagnostics for just Puppet agent and Puppet Server
/opt/puppetlabs/bin/puppet enterprise support --only puppet-agent,puppetserver

# Enable collection of PE classification
/opt/puppetlabs/bin/puppet enterprise support --enable pe.console.classifier-groups

# Disable collection of system logs, upload result to Puppet Support via SFTP
/opt/puppetlabs/bin/puppet enterprise support --disable system.logs --upload --ticket 12345Copied!

Descriptions of diagnostics you can select with the --enable, --disable, and --only flags are in the next sections.

Information collected by the support script

These sections describe the information collected by the support script.

base-status

The base-status check collects basic diagnostics about the PE installation. This check is unique in that it is always enabled and is not affected by the --disable or --only flags.

Information collected by the base-status check:

  • The version of the support script that is running, the Puppet ticket number, if supplied, and the time at which the script was run.

system

The checks in the system scope gather diagnostics, logs, and configuration related to the operating system.

Information collected by the system.config check:

  • A copy of /etc/hosts

  • A copy of /etc/nsswitch.conf

  • A copy of /etc/resolv.conf

  • Configuration for the apt, yum, and dnf package managers

  • The operating system version

  • The umask in effect

  • The status of SELinux

  • A list of configured network interfaces

  • A list of configured firewall rules

  • A list of loaded firewall kernel modules

Information collected by the system.logs check:

  • A copy of the system log (syslog)

  • A copy of the kernel log (dmesg)

Information collected by the system.status check:

  • Values of variables set in the environment

  • A list of running processes

  • A list of enabled services

  • A list of systemd timers

  • The uptime of the system

  • A list of established network connections

  • NTP status

  • The IP address and hostname of the node running the script, according to DNS

  • Disk usage

  • RAM usage

puppet-agent

The checks in the puppet-agent scope gather diagnostics, logs, and configuration related to the Puppet agent services.

Information collected by the puppet.config check:

  • Facter configuration files:
    • /etc/puppetlabs/facter/facter.conf
  • Puppet configuration files:
    • /etc/puppetlabs/puppet/device.conf

    • /etc/puppetlabs/puppet/hiera.yaml

    • /etc/puppetlabs/puppet/puppet.conf
  • PXP agent configuration files:
    • /etc/puppetlabs/pxp-agent/modules/
    • /etc/puppetlabs/pxp-agent/pxp-agent.conf
Information collected by the puppet-agent.logs check:
  • Puppet log files:
    • /var/log/puppetlabs/puppet
  • JournalD logs for the puppet service
  • PXP agent log files:
    • /var/log/puppetlabs/puppet
  • JournalD logs for the pxp-agent service
Information collected by the puppet-agent.status check:
  • facter -p output and debug-level messages
  • A list of Ruby gems installed for use by Puppet
  • Ping output for the Puppet Server the agent is configured to use
  • A copy of the following files and directories from the Puppet statedir:
    • classes.txt
    • graphs/
    • last_run_summary.yaml
  • A listing of metadata (name, size, etc.) of files present in the following directories:
    • /etc/puppetlabs
    • /var/log/puppetlabs
    • /opt/puppetlabs
  • A listing of Puppet and PE packages installed on the system along with verification output for each

puppetserver

The checks in the puppetserver scope gather diagnostics, logs, and configuration related to the Puppet Server service.

Information collected by the puppetserver.config check:
  • Puppet Server configuration files:
    • /etc/puppetlabs/code/hiera.yaml
    • /etc/puppetlabs/puppet/auth.conf
    • /etc/puppetlabs/puppet/autosign.conf
    • /etc/puppetlabs/puppet/classfier.yaml
    • /etc/puppetlabs/puppet/fileserver.conf
    • /etc/puppetlabs/puppet/hiera.yaml
    • /etc/puppetlabs/puppet/puppet.conf
    • /etc/puppetlabs/puppet/puppetdb.conf
    • /etc/puppetlabs/puppet/routes.yaml
    • /etc/puppetlabs/puppetserver/bootstrap.cfg
    • /etc/puppetlabs/puppetserver/code-manager-request-logging.xml
    • /etc/puppetlabs/puppetserver/conf.d/
    • /etc/puppetlabs/puppetserver/logback.xml
    • /etc/puppetlabs/puppetserver/request-logging.xml
    • /etc/puppetlabs/r10k/r10k.yaml
    • /opt/puppetlabs/server/data/code-manager/r10k.yaml
Information collected by the puppetserver.logs check:
  • Puppet Server log files:
    • /var/log/puppetlabs/puppetserver/
  • JournalD logs for the pe-puppetserver service
  • r10k log files:
    • /var/log/puppetlabs/r10k/
Information collected by the puppetserver.metrics check:
  • Data stored in /opt/puppetlabs/puppet-metrics-collector/puppetserver
Information collected by the puppetserver.status check:

  • A list of certificates issued by the Puppet CA

  • A list of Ruby gems installed for use by Puppet Server

  • Output from the status/v1/services API

  • Output from the puppet/v3/environment_modules API

  • Output from the analytics/v1/collections/snapshots API

  • Output from the puppet/v3/environments API

  • environment.conf and hiera.yaml files from each Puppet code environment

  • The disk space used by Code Manager cache, storage, client, and staging directories

  • The disk space used by the server's File Bucket

  • The output of r10k deploy display

puppetdb

The checks in the puppetdb scope gather diagnostics, logs, and configuration related to the PuppetDB service.

Information collected by the puppetdb.config check:
  • Configuration files:
    • /etc/puppetlabs/puppetdb/bootstrap.cfg
    • /etc/puppetlabs/puppetdb/certificate-whitelist
    • /etc/puppetlabs/puppetdb/conf.d/
    • /etc/puppetlabs/puppetdb/logback.xml
    • /etc/puppetlabs/puppetdb/request-logging.xml
Information collected by the puppetdb.logs check:
  • PuppetDB log files: /var/log/puppetlabs/puppetdb
  • JournalD logs for the pe-puppetdb service
Information collected by the puppetdb.metrics check:
  • Data stored in /opt/puppetlabs/puppet-metrics-collector/puppetdb
Information collected by the puppetdb.status check:
  • Output from the status/v1/services API
  • Output from the pdb/admin/v1/summary-stats API
  • A list of active certnames from the PQL query nodes[certname] {deactivated is null and expired is null}
pe

The checks in the pe scope gather diagnostics, logs, and configuration related to Puppet Enterprise services.

Information collected by the pe.config check:
  • Installer configuration files:
    • /etc/puppetlabs/enterprise/conf.d/
    • /etc/puppetlabs/enterprise/hiera.yaml
    • /etc/puppetlabs/installer/answers.install
  • PE client tools configuration files:
    • /etc/puppetlabs/client-tools/orchestrator.conf
    • /etc/puppetlabs/client-tools/puppet-access.conf
    • /etc/puppetlabs/client-tools/puppet-code.conf
    • /etc/puppetlabs/client-tools/puppetdb.conf
    • /etc/puppetlabs/client-tools/services.conf
Information collected by the pe.logs check:
  • PE installer log files:
    • /var/log/puppetlabs/installer/
  • PE backup and restore log files:
    • /var/log/puppetlabs/pe-backup-tools/
    • /var/log/puppetlabs/puppet_infra_recover_config_cron.log
Information collected by the pe.status check:
  • Output from puppet infra status
  • Current tuning settings from puppet infra tune
  • Recommended tuning settings from puppet infra tune
This check is disabled by default. Information collected by the pe.file-sync check when activated by the --enable option:
  • Puppet manifests and other content from /etc/puppetlabs/code-staging/
  • Puppet manifests and other content stored in Git repos under /opt/puppetlabs/server/data/puppetserver/filesync

pe.console

The checks in the pe.console scope gather diagnostics, logs, and configuration related to the Puppet Enterprise console service.

Information collected by the pe.console.config check:
  • Configuration files:
    • /etc/puppetlabs/console-services/bootstrap.cfg
    • /etc/puppetlabs/console-services/conf.d/
    • /etc/puppetlabs/console-services/logback.xml
    • /etc/puppetlabs/console-services/rbac-certificate-whitelist
    • /etc/puppetlabs/console-services/request-logging.xml
    • /etc/puppetlabs/nginx/conf.d/
    • /etc/puppetlabs/nginx/nginx.conf
Information collected by the pe.console.logs check:
  • Console log files:
    • /var/log/puppetlabs/console-services/
    • /var/log/puppetlabs/nginx/
  • JournalD logs for the pe-puppetdb and pe-nginx services
Information collected by the pe.console.status check:
  • Output from the /status/v1/services API
  • Directory service connection configuration, with passwords removed
This check is disabled by default. Information collected by the pe.console.classifier-groups check when activated by the --enable option:
  • All classification data provided by the /v1/groups API endpoint

pe.orchestration

The checks in the pe.orchestration scope gather diagnostics, logs, and configuration related to the Puppet Enterprise orchestration services.

Information collected by the pe.orchestration.config check:
  • ACE server configuration files:
    • /etc/puppetlabs/puppet/ace-server/conf.d/
  • Bolt server configuration files:
    • /etc/puppetlabs/puppet/bolt-server/conf.d/
  • Orchestration service configuration files:
    • /etc/puppetlabs/puppet/orchestration-services/bootstrap.cfg
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/analytics.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/auth.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/global.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/inventory.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/metrics.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/orchestrator.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/pcp-broker.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/web-routes.conf
    • /etc/puppetlabs/puppet/orchestration-services/conf.d/webserver.conf
    • /etc/puppetlabs/puppet/orchestration-services/logback.xml
    • /etc/puppetlabs/puppet/orchestration-services/request-logging.xml
Information collected by the pe.orchestration.logs check:
  • ACE server log files: /var/log/puppetlabs/ace-server/
  • JournalD logs for the pe-ace-server service
  • Bolt server log files: /var/log/puppetlabs/bolt-server/
  • JournalD logs for the pe-bolt-server service
  • Orchestrator log files: /var/log/puppetlabs/orchestration-services/
  • JournalD logs for the pe-orchestration-services service
Information collected by the pe.orchestration.metrics check:
  • Data stored in /opt/puppetlabs/puppet-metrics-collector/orchestrator/
Information collected by the pe.orchestration.status check:
  • Output from the /status/v1/services API

pe.postgres

The checks in the pe.postgres scope gather diagnostics, logs, and configuration related to the Puppet Enterprise PostgreSQL database.

Information collected by the pe.postgres.config check:
  • Configuration files:
    • /opt/puppetlabs/server/data/postgresql/*/data/postgresql.conf
    • /opt/puppetlabs/server/data/postgresql/*/data/postmaster.opts
    • /opt/puppetlabs/server/data/postgresql/*/data/pg_ident.conf
    • /opt/puppetlabs/server/data/postgresql/*/data/pg_hba.conf
Information collected by the pe.postgres.logs check:
  • PostgreSQL log files:
    • /var/log/puppetlabs/postgresql/*/
    • /opt/puppetlabs/server/data/postgresql/pg_upgrade_internal.log
    • /opt/puppetlabs/server/data/postgresql/pg_upgrade_server.log
    • /opt/puppetlabs/server/data/postgresql/pg_upgrade_utility.log
  • JournalD logs for the pe-postgresql service
Information collected by the pe.postgres.status check:
  • A list of setting values that the database is using while running
  • A list of currently established database connections and the queries being executed
  • A distribution of Puppet run start times for thundering herd detection
  • The status of any configured replication slots
  • The status of any active replication connections
  • The size of database directories on disk
  • The size of databases as reported by the database service
  • The size of tables and indices within databases

Community support

As a Puppet Enterprise customer you are more than welcome to participate in our large and helpful open source community as well as report issues against the open source project.