Share diagnostic information with support safely

Useful support reports are specific and safe. Include identifiers that support asks for through the private form, but never authentication secrets.

Before you start

• Use the current released client or web app and sign in to the intended account.
• Select the correct workspace and use non-confidential test data.
• Record the current setting or result before changing it.
• Keep passwords, API keys, recovery keys and private links out of screenshots and support messages.

Steps: share diagnostic information with support safely

1. Check service status first.
2. Write the task, expected result and actual result.
3. Include approximate time, client and active workspace name when safe.
4. Copy the exact error and redact tokens or private URLs.
5. Attach only non-confidential screenshots with sensitive areas removed.
6. Submit through private support and keep the ticket reference.

Expected result

The share diagnostic information with support safely workflow completes for the test item and its result remains visible after a refresh or reconnect.

Limits and important details

• Available controls depend on the current client version, plan, role and workspace policy.
• A successful connection does not grant permissions beyond its credential and workspace boundary.
• Verify important results with a harmless test before relying on the workflow.

Troubleshooting

The expected control is missing. Confirm the current client, active workspace and role, then check the relevant settings page.

The operation is rejected. Read the exact error and compare credentials, permissions, quota and workspace policy.

The result is still unclear. Repeat with one small test item and contact private support with the time, client version and nonsecret error.

Related guides

• Contact support
• Respond to suspicious activity
• Recover Vault access