Before you begin
- The Administrator role: only administrators can export diagnostics
Exporting a diagnostic bundle
- In the sidebar, open Administration → Support and click Export Diagnostics to open the export panel.
- Choose a Time Range: Last 1 hour, Last 24 hours (the default), or Last 7 days.
- Every section starts ticked. Untick any you do not need: deployment logs, environment configuration, host pool state, VM inventory, FSLogix status, recent errors, and app settings.
- Click Generate Export, then Download File. Every export is recorded in your audit log.
Include only the sections support asked for. A smaller bundle is quicker to review and share. Each administrator can generate up to three exports every 10 minutes.
Your users stay anonymous
Activity and error entries keep the action and time but not the person. Each user's email address is replaced with a one-way hash that is unique to your organization, so support can tell that several events came from the same person without learning who that person is. Display names, IP addresses, and browser details are removed entirely.
If support needs to know who performed an action, they will quote the hash. An administrator in your organization can match it to a user.
Secrets are stripped
- Host pool passwords never appear. The VM administrator password is left out entirely, and for the FSLogix storage key and the domain-join password the bundle shows only whether one is set.
- Values that look like credentials in activity details, such as passwords, client secrets, API keys, connection strings, and certificate thumbprints, are replaced with [REDACTED].
- Access tokens, sign-in codes, and signed-URL parameters (for example storage SAS signatures) are replaced with [REDACTED].
- Long activity details are shortened, so a large payload cannot carry data along by accident.
App settings and environment
The environment summary includes only a short allow-list of harmless settings, such as the Atlas version, region, instance name, host name, and time zone, plus the server platform, memory, and uptime figures. Secrets, API keys, and connection strings are never included, even when you tick Include App Settings (redacted).
Review before you share
Every bundle opens with a README that lists the time range, the sections you included and left out, and every file in the bundle; it also names the administrator who generated it. The summaries are plain Markdown files, and the raw data sits in a separate raw folder, so you can read everything before you send it. A short startup checklist from the server is always included. Free text that someone typed into Atlas, such as a host pool description, is exported as written, so check it if it could contain something private.