Opening a Support Ticket for Self-Managed Deployments

When opening a Support ticket, it’s important that you provide us with as much information as you can in a timely manner. Knowing what information is relevant can be confusing. We use the anagram C.L.U.E.S. to remember what we need:

  • Configurations

  • Logs

  • Users affected

  • Environment

  • Steps to reproduce

C.L.U.E.S. represents all of the information that can clarify your issue. With these details, we can begin searching for a cause, whether it’s a simple configuration change or a product bug. It also helps us when we need to escalate the issue to our developers so they can spend as much time as possible improving our product.

Enterprise Edition customers have Premier Support and can open a support ticket in the Enterprise Edition Support portal. Additionally, peer-to-peer support is available for all Mattermost users on our Community server and the Troubleshooting forum.



General Guidelines for Information


   Why we need your configuration data

   What configuration data includes

   How to access your configuration data


  Why we need them

  What logs are available

  How to access logs

Users affected

  Why we need it

  What information to include


  What information to include

Steps to Reproduce

  What it is

  How to provide these details


General Guidelines for Information

Follow these guidelines when providing diagnostic data to us:

  • Make sure the files you provide are as complete as possible, rather than providing a few lines. Entire log files and configurations provide us with important context.

  • Provide configuration and log files in plaintext format if possible, as these are far easier for us to search than screenshots.

  • Be sure to sanitize configuration and log files to remove usernames, passwords, and LDAP groups. Replace these details with example strings that contain the same special characters if possible, as special characters are common causes of configuration errors.

  • Provide screenshots or screen recordings of unexpected product behavior so that we know exactly what your users are seeing.


Why we need your configuration data

On Linux systems, settings are generally stored in configuration files. Many issues can be resolved by enabling or disabling a configuration setting. In order to find a resolution, we need to have as complete a picture of your system setup as possible. This also helps us to reproduce bugs so our developers can fix them.

What configuration data includes

Configuration includes (but is not limited to):

  • The Mattermost config.json file.

  • The configuration for the reverse proxy, e.g. NGINX, HAProxy, AWS.

  • The database configuration.

  • SAML configuration when the issue is regarding SAML authentication. The configuration for the Mattermost service is in the SAML IdP.

  • Any other systems that Mattermost connects to or systems that exist between the user and the Mattermost server.

How to access your configuration data

Mattermost configuration

The Mattermost configuration is usually stored at /opt/mattermost/config/config.json. If you’ve migrated the Mattermost configuration to the database, you can get the configuration using mmctl or by running this database query:

SELECT Value FROM Configurations WHERE Active = 1;

Reverse Proxy configuration

NGINX usually splits its configuration into two parts: the main server configuration at /etc/nginx/nginx.conf, and a virtual server configuration. On Ubuntu, this is stored in /etc/nginx/sites-available. Providing both of these configuration files is helpful, but providing the latter is more important.

SAML configuration

If the issue you’re seeing is with SAML login, we will need to see the full configuration for the Mattermost service in the SAML provider. The configuration for the Mattermost service is in the SAML IdP. Providing screenshots similar to the ones in the setup documentation is sufficient because most SAML providers are configured using a web interface.

LDAP configuration

The LDAP administrator should confirm the correct values for the following Mattermost LDAP settings:

  • LDAP server hostname.

  • LDAP connection port, security, and certificates.

  • BaseDN, bind username, and bind password.

  • User, Group, Guest, and Admin filters.

  • Display attributes.

These can be provided as a text file or as screenshots from the LDAP server.

Other configurations

If you’re experiencing an issue on mobile, and you’re using an MDM or VPN to connect to the server, those configurations will be necessary to diagnose the problem. A System Administrator for the external system should be able to provide you with the configuration.


Why we need them

Nearly all computer systems have logs of errors and application behavior that can show us what’s happening when an application is running. Error logs are invaluable when diagnosing a problem, but only if they’re as complete as possible.

What logs are available


Mattermost has two log files, one for general messages and the other for notification-related messages. These are found at:

  • /opt/mattermost/logs/mattermost.log

  • /opt/mattermost/logs/notification.log


The location of these depend on your proxy configuration, but a good place to start looking is in /var/log. Your proxy administrator should be able to help you find the logs.


MySQL and PostgreSQL have different logs, and their location varies based on your configuration. If the issue is related to database connectivity, check the database documentation to locate the logs.

SAML, LDAP, and other systems

Your organization’s System Administrator should be able to find these for you.

How to access logs


Make sure debug logging is enabled so that we can get the most information from the logs. To do this, go to System Console > Environment > Logging, then set console and file log level to DEBUG.

If the behavior started at a known time or date, use journalctl to get the logs like this:

sudo journalctl -u mattermost --since "2020-08-23 17:15:00" > mattermost_journalctl.log

Replace 2020-08-23 17:15:00 with the date and time (relative to the server) when the behavior started. To get the server time, use the date command. If the log files generated are too large to send, compress them with this command:

tar -czf /tmp/mattermost.log.tgz

The compressed logs will be located on the server at /tmp/mattermost.log.tgz.

If the compressed file is still too big, use these commands to split the compressed file into two or more 20MB files:

mkdir -p /tmp/mattermost-logs
cd /tmp/mattermost-logs
tar czf - /opt/mattermost/logs/mattermost.log | split -b 20m - mattermost.log.tgz.

The compressed files will be located on the server at /tmp/mattermost-logs and be named mattermost.log.tgz.aamattermost.log.tgz.ab, and so on. Use a file transfer client that supports SSH/SFTP, such as Cyberduck, to copy these files from the server.

If you are experiencing issues with Elasticsearch, SAML, LDAP, or the database, you can enable trace logging in config.json by setting Trace to true under their respective settings. Combining this with DEBUG level file log output will result in huge log files, so only leave trace logging on long enough to replicate the behavior. The resulting logs will also contain a lot more sensitive data, including user data, so be sure to sanitize it completely before sharing it with us.

System logs

The location of log files for other systems varies, but a good way to get the logs for all processes on the Mattermost server is to use journalctl like this:

sudo journalctl --since "2020-08-23 17:15:00" > mattermost_journalctl.log

Replace 2020-08-23 17:15:00` with the date and time (relative to the server) when the error occurred. You can use --until with the same timestamp format to get the logs between two times:

sudo journalctl --since "2020-08-23 17:15:00" --until "2020-08-23 16:30:00" > mattermost_journalctl.log

Users affected

Why we need it

Mattermost servers are chaotic places. Thousands of posts, websocket actions, and webhook calls happen every second while users can be in dozens of channels across multiple teams. Knowing which users are affected by a problem can help us sift through all this information to find the root cause.

What information to include

This should be a detailed explanation of anything the end users who are reporting the unexpected behavior have in common. This includes (but is not limited to):

  • Team and Channel memberships, including Direct and Group Messages.

  • Authentication methods.

  • Client operating system and app versions.

  • How users connect to the Mattermost server.

  • Any other things these users have in common such as when they joined, whether their login information recently changed, or if they are being synchronized via LDAP.

Note for Agents: This information is also required:

  • Customer name

  • Customer contacts

  • Customer license, e.g. E20 (Professional) /PS

  • Customer tier


Where the Mattermost server sits in your architecture has a lot of impact on potential issues. For example, a misconfigured proxy server can prevent users from connecting even if there’s nothing wrong with Mattermost.

What information to include

Because of this, having a complete picture of the servers and network that the Mattermost server operates in is key to solving problems. This includes (but is not limited to):

  • Mattermost version (e.g. 5.28.0, 5.25.5)

  • Server OS and version (e.g. RHEL7, Ubuntu 18.04)

  • Any orchestration/automation used like Docker or Kubernetes

  • Reverse proxy and version (e.g. NGINX 1.16)

  • Database type and version (e.g. MySQL 5.7, PostgreSQL 12.4)

  • SAML provider (e.g. Windows Server 2012 Active Directory, Okta, KeyCloak)

  • LDAP provider (e.g. Windows Server 2016 Active Directory, Okta, OpenLDAP)

  • The type and version of any proxies or VPNs on the network that the Mattermost server is connecting through

Be as specific as possible when describing the environment. If you are seeing errors like Connection Refused be sure to include any firewalls or filtering proxies that may be on your network, either inbound or outbound.


Mattermost server

  • External hostname:

  • Internal hostname: mattermost.lan

  • Mattermost v5.28.0

  • Zoom plugin v1.4.1

  • NGINX v1.18.0

Database server

  • Internal hostname: mysql.lan

  • MySQL v5.7

  • LDAP Provider -

  • Internal hostname: ldap.lan

  • OpenLDAP 2.4.54 (Docker container)

Mattermost servers

  • Hostnames: mm1.local.lan, mm2.local.lan, mm3.local.lan, mm4.local.lan

Mattermost server versions

  • mm1-3: 5.25.4

  • mm4: 5.21.0

Proxy server

  • External hostname:

  • Internal hostname: proxy.local.lan

  • NGINX v1.16.0

Database servers

  • Hostnames: db1.local.lan, db2.local.lan, db3.local.lan

  • Primary: db1.local.lan

  • Read-Only: db2.local.lan, db3.local.lan

  • MySQL v5.6

Elasticsearch server

  • Hostname: elastic.local.lan

  • Elasticsearch 7.9 with these plugins

  • analysis-icu

Steps to Reproduce

What it is

If the behavior only happens when the user performs a specific action, providing detailed steps to reproduce it will help us make sure we find and fix the right bug. These details should be as descriptive as possible, but nothing is better than a screenshot or a screen recording of the behavior.

A short summary of the steps to reproduce is also helpful. If you want some examples, look at the bug tickets on some Mattermost Jira tickets.

How to provide these details


Press CMD+SHIFT+5 to open the screen recording tool and select the region of the screen you want to record. To take a screenshot, press CMD+SHIFT+4 and select the region to take a screenshot. The screenshot files are placed on the desktop by default.


Press CTRL+SHIFT+S to open the snipping tool to take a screenshot. If you want to take a screen recording you’ll need to install third-party software such as OBS.


Take a screenshot or screen recording on iPhone.


Take a screenshot or record your screen on your Android device.

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