Troubleshooting Sourcegraph Cloud
Sourcegraph manages the infrastructure of your Cloud instance, and our on-call engineers monitor its performance and health. Site admins on Cloud instances do not have access to Grafana, Prometheus, Jaeger, or server logs; Sourcegraph investigates those on your behalf.
To report an error or performance issue, collect what you can from the sections below and
contact Sourcegraph Support or email
support@sourcegraph.com. Don't delay contacting support if some of this information is
unavailable. See Support and SLAs for response times.
Describe the issue
Include:
- Your instance URL
- The affected users and repositories
- When the issue occurred (with time zone) and how often it happens
- Reproduction steps, and the expected and actual behavior
- Screenshots or the exact error messages
Collect browser evidence
Open the browser developer tools (right-click in the browser > Inspect):
- Console tab: copy any errors shown while reproducing the issue.
- Network tab: find slow or failing requests. Select a request and, in its Headers tab, copy
the
x-traceresponse header when present. Send this trace ID and the time of the request to support. The Jaeger link in thex-trace-urlheader is only accessible to Sourcegraph.
Check Preserve log to keep the list of requests across page loads.
Search issues
Include the original query, and whether adding index:only, timeout:60s, or count:all to it
changes the result.
To get a trace ID for a search, add the trace=1 parameter to the search results page URL
(&trace=1 if the URL already has parameters), run the search, and copy the x-trace header from
the Network tab.
Repository syncing issues
If repositories are not cloning or updating, include the errors shown in the status notifications in
the navigation bar and on the Site admin > Code host connections page
(/admin/external-services), and the affected repositories.
Check diagnostics
Go to Site admin > Diagnostics (/admin/diagnostics). Review its Background jobs,
Outbound requests, Pings, and Slow requests tabs for failures or slow activity related
to the issue, and include the relevant error details or screenshots.
Copy configuration
Go to Settings > Report a bug (/user/settings/report-bug) and copy the configuration shown
there. For site admins, it includes the site configuration, code host configuration, and settings.
Redact credentials, tokens, and other sensitive content before sharing.
Collect instance stats
The following are useful context for performance issues:
- Number of repositories (shown at the top of the Site admin > Repositories page,
/admin/repositories) - Whether one or more large monorepos contain most of the code
- Number of users and usage stats from Sourcegraph Analytics
Audit logs
Audit logs are separate from the server logs Sourcegraph uses for troubleshooting. They are available on request or through LogPush.