Send diagnostics to IZT Support

When you contact IZT about a problem, you can send your Blink server’s logs and settings straight from the console. IZT Support gets everything it needs from one reference code, without any access to your server or your sessions.

IZT only ever receives what someone on your team sends. IZT cannot fetch anything from your server, and sending gives IZT no access to it.

What you need

The Send diagnostics to IZT permission. Instance owners have it. No starter role includes it, because one send can hold every organization’s logs; anyone else needs an instance role that includes it, given for all organizations. See Instance administration.

It is available on every plan.

What is included

• Your server’s settings: Blink version, host names and time zone; your plan, its limits and expiry; certificate details (names, issuer, validity, how they were set up); network and connection settings; IP and country rules; sign-in policy; recording, log and diagnostic mode settings; and counts of organizations, users, devices and sessions.
• Status: license and renewal status, certificates, storage space, and which agent versions are in use.
• Server log records from the time you choose.
• Sessions: for each session in the time you choose, or that you pick, its details (organization, technician, device, times, agent version and operating system, how it connected, errors) and its whole log.
• Access device logs: the connection records of the devices involved, from the time you choose.

The logs contain user names, email addresses, device names and IP addresses as they are. IZT Support needs them to match your report to the right session. Nothing is masked.

What is never included

• Recordings, screenshots or audio
• Chat messages
• Terminal transcripts
• Clipboard contents and transferred files
• Passwords, two-factor codes, tokens, license keys or private keys

Anything in a log that looks like a password, token or key is replaced with [redacted] before it is sent.

Send diagnostics

1. Select Help in the top bar, then Send diagnostics to IZT.

2. Choose what to include:

   • a time: Last 24 hours, 3 days, 7 days, or your own range of up to 7 days; and/or
   • specific sessions, picked from your session list (up to 200). Select Load older for older sessions, or paste a session’s id or a link to it (for example from its recording or log) to add any session on your server, in any organization.

   Server logs and settings are always included. Pick the time the problem happened; a shorter time makes a smaller file.

3. Check the estimated size and read the notice about what is sent.

4. Select Send.

The console shows the progress. When it is done, it shows the reference code, for example SUP-8F3K2M7Q. Copy it and give it to IZT Support with your description of the problem.

There is no size limit, so a large send can take a while. You can close the dialog and check on it under Sent diagnostics.

Tip

If diagnostic mode is off, the dialog suggests turning it on first. For the most detail: turn on diagnostic mode, reproduce the problem, then send.

Limits

• One send at a time.
• Up to 10 sends in 24 hours.

See what you sent

Select Help › Sent diagnostics. The list shows each send with its reference code, when and by whom it was sent, what it included, its size, its status and when IZT deletes it.

Every send, download and deletion is also recorded in Instance › Activity.

How long IZT keeps it

IZT deletes everything you sent 7 days after it arrives. You can delete it sooner:

1. Open Help › Sent diagnostics.
2. Select Delete from IZT on the send.

Deleting a send that is still in progress stops it. If IZT may already have received all of it, the send stays listed and offers Delete from IZT, so you can make sure nothing is kept. A failed send can offer Delete from IZT for the same reason; other failed and cancelled sends offer Remove, which only clears them from the list. If your server cannot reach IZT at that moment, try again later; the send stays listed until the deletion goes through.

If your server cannot reach IZT

Sending uses the same connection to IZT as online license activation: your server must reach build.blink.izt.app on 443/TCP. If your server is not activated, or it cannot reach IZT (for example, it is activated offline on a closed network), download the file instead:

1. Open Send diagnostics to IZT and choose what to include, as above.
2. Select Download bundle. A file named like blink-diagnostics-SUP-8F3K2M7Q.tar.gz downloads. Start the download within 10 minutes.
3. Send the file to IZT Support however suits you, with the reference code in its name.

Downloads appear under Sent diagnostics too: Download link issued until the download starts, Downloading while it runs, then Downloaded. A link that was not used within its 10 minutes shows Link not used; select Remove to clear it and download again.

The file holds exactly what a send would. IZT Support attaches it to your server’s records, and it is deleted after 7 days like a send.

If the send fails

The Sent diagnostics list shows why. The common causes:

• Your server cannot reach IZT. Check that your firewall allows build.blink.izt.app on 443/TCP, or use Download bundle.
• Too many sends. Wait, or download the file instead. IZT also accepts only a few sends from one server in a few minutes, and two at a time.
• IZT is busy or short of space. The send fails with “IZT is not available right now”. Try again later.
• The connection is too slow. IZT ends a send that moves less than 64 KiB in 5 minutes. Use Download bundle on very slow links.
• License problem. A revoked or unknown license cannot send. See Fix license expiry and renewal problems.
• The server restarted while it was sending. Send again.