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.
Puppet metrics collector
The Puppet metrics collector can help troubleshoot performance issues with Puppet Enterprise (PE) components.
puppet_enterprise::enable_metrics_collection
puppet_enterprise::enable_system_metrics_collection
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.
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. |
# 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 12345
Copied!
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
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
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.
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
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/
puppetserver.metrics
check:- Data stored in
/opt/puppetlabs/puppet-metrics-collector/puppetserver
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
andhiera.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.
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
puppetdb.logs
check:- PuppetDB log files:
/var/log/puppetlabs/puppetdb
- JournalD logs for the
pe-puppetdb
service
puppetdb.metrics
check:- Data stored in
/opt/puppetlabs/puppet-metrics-collector/puppetdb
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}
The checks in the pe
scope gather
diagnostics, logs, and configuration related to Puppet Enterprise services.
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
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
pe.status
check:- Output from
puppet infra status
- Current tuning settings from
puppet infra tune
- Recommended tuning settings from
puppet infra tune
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.
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
pe.console.logs
check:- Console log files:
/var/log/puppetlabs/console-services/
/var/log/puppetlabs/nginx/
- JournalD logs for the
pe-puppetdb
andpe-nginx
services
pe.console.status
check:- Output from the
/status/v1/services
API - Directory service connection configuration, with passwords removed
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.
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
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
pe.orchestration.metrics
check:- Data stored in
/opt/puppetlabs/puppet-metrics-collector/orchestrator/
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.
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
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
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.
- Join the Puppet Enterprise user group. Your request to join is sent to
Puppet, Inc. for authorization, and you receive an email when
you’ve been added to the user group.
- Click “Sign in and apply for membership.”
- Click “Enter your email address to access the document.”
- Enter your email address.
- Join the open source Puppet user group.
- Join the Puppet developers group.
- Report issues with the open source Puppet project.