# Collect useful evidence safely

Generate, review and transfer diagnostic evidence safely when escalation is needed.

> Applies to Opia 26.8.1.

When an issue cannot be resolved from the normal product views, create a support bundle to collect bounded diagnostic evidence. Opia does not upload or email support bundles automatically.

## Generate a support bundle

![Settings Diagnostics with Diagnostic Support Bundle selected, recent-log days, destination, generated bundle metadata, log settings and data-store status.](/assets/images/screenshots/application/diagnostics-support.png)

*Diagnostics with Diagnostic Support Bundle selected and generated-bundle information. Paths, identifiers, accounts and digest values are illustrative anonymisation values, not installation defaults or valid checksums. Open full-size screenshot*

1. Open Settings → Diagnostics.
1. Select Diagnostic Support Bundle for normal troubleshooting, or Enhanced Reproduction Bundle only when sanitised network evidence is genuinely needed.
1. Choose the recent-log window and destination folder.
1. Select Generate Bundle. Enhanced generation also requires deliberate acceptance of the sensitive-evidence warning.
1. Record the bundle ID and the hashes shown by Opia.
1. Review the archive and your organisation's disclosure policy before transferring it.

## Support bundles are not encrypted by Opia

The `.opiasupport` and `.opiarepro` file extensions identify the bundle format; they do not provide confidentiality. Store and transfer the bundle using an approved secure method.

## Diagnostic Support Bundle

A Diagnostic bundle can include product/build identity, operating-system/runtime context, Agent identity and health, scheduler state, bounded redacted logs, issue/operation summaries, licence status metadata and database/schema health. It does not include switch configurations, raw switch command output, a raw database, stored credentials or private keys.

## Enhanced Reproduction Bundle

An Enhanced bundle can additionally include sanitised configurations, raw fingerprint/inventory evidence, device/chassis/stack metadata, parsed network state and topology relationships. It can therefore contain sensitive infrastructure information even after sanitisation.

Review Enhanced bundles carefully before sharing. They can retain IP addresses, hostnames, serial numbers, MAC addresses, topology and routing/switching state.

## Useful evidence to record

- Opia version and current installation or licence state.
- Windows edition and version when relevant.
- Approximate issue time in UTC.
- Affected device or site and the operation or issue identifier, where available.
- Agent service status and heartbeat age.
- Exact user-visible error and the steps already attempted.
- A reviewed support bundle and installer logs where appropriate.

Do not put passwords, private keys, licence-signing keys or unredacted device configurations into ticket notes.

## Support contact

Use [Contact / Support](https://nu-topiasolutions.com/contact), the support route in your Opia commercial agreement, or your authorised Opia supplier or reseller. Product information is available from the [Opia product page](https://nu-topiasolutions.com/product), and company information is available from [Nu-Topia Solutions](https://nu-topiasolutions.com/). Review any diagnostic bundle before transferring it through an approved secure method.