Report a Problem and support bundles
Send a problem report, collect a diagnostic bundle, and reach ONEP support.
On this page
There are two ways to give ONEP support what it needs: Report a problem, a form that sends a short report when you press Submit, and the diagnostic bundle, a file you download from Settings and send yourself. Nothing is sent to ONEP support unless you send it.
Support by edition#
| Edition | Report a problem | Support |
|---|---|---|
| Community | – | Documentation and the community |
| Lite | Yes | Response in 3–5 working days |
| Pro | Yes | Response in 1–3 working days |
On Community, the sidebar and the dashboard show Community instead of Report a problem. It opens the ONEP community. You can also write to hello@onep.io. The response time of the edition is shown under the Report a problem entry in the sidebar.
Report a problem#
Open it from Report a problem at the bottom of the sidebar, or the Report a Problem tile on the dashboard. It is open to every role. The form asks:
- Where is the problem? A fixed list: Dashboard, Environment (with Canvas), Content Hub, Migration Hub, Centrum (with Discover and My Centrum), AI Generation, Audit Logs, Settings and Other. It is already set to the screen you came from.
- What happened? A short description, up to 500 characters. A counter shows how many are left.
- Your name and Your email, filled in from your account and editable. The email must be a valid address.
- Screenshot, optional. Choose a PNG or JPG file of up to 3 MB. ONEP checks the real file content, so a renamed file that is not an image is refused.
- Attach recent activity from this appliance, a tick-box that is off by default. It adds ONEP's own recent activity events, with secrets removed.
- Attach a support bundle, a tick-box that is off by default. It adds services, logs and hardware facts, with no passwords or keys.
Choose Submit report to send it, or Cancel. The form says: Attachments are encrypted and only ONEP support can open them. Nothing is sent until you press Submit. On success a message reads Report sent. Reference followed by a reference; quote it if you follow up by email. If anything is missing or invalid, the form names the field and keeps what you typed.
When the appliance cannot reach ONEP support#
On an isolated network the form says ONEP could not reach the report service. Save the report and email it to support. and offers Save report file. You get the same report as one encrypted file, which you can email to hello@onep.io from another machine.
If the form says Problem reporting is not set up on this appliance yet. Contact your administrator., the appliance has no delivery path configured and the form cannot send the report.
The diagnostic bundle#
- Open Settings › Diagnostics as an administrator.
- Choose Collect diagnostic bundle. The button reads Collecting… while it works. When it finishes, Download support bundle appears with the file size.
- Send the file to support at hello@onep.io, with the install ID shown on the Diagnostics tab.
The bundle holds service state, recent logs, hardware and resource facts and the last 500 activity events. It holds no passwords, keys, certificates or license files. Collecting a bundle sends nothing anywhere; it only produces the file. The collection is recorded in the audit log. The appliance keeps the last five bundles and removes older ones.
Everything that leaves for support is encrypted#
A problem report's attachments, a saved report file and a diagnostic bundle all leave the appliance as one encrypted file with the ending .onep-archive. The contents are encrypted with AES-256. The key is random for each file and is locked with ONEP support's public key, so only ONEP support, who hold the matching private key, can open it. Two plain files travel inside the archive, a README and a manifest, which list what was collected. You can read them with any zip tool before you send the file.