Collect a Support Archive for Troubleshooting issues in Dynatrace

JasonWestbrook — Tue, 09 Dec 2025 07:50:17 GMT

Summary: A support archive contains logs and configuration details for troubleshooting Dynatrace issues. This article explains how to generate and share a support archive using the Dynatrace web UI and CLI tools.

There are 4 types of Support Archive that can be collected: OneAgent (Host or Process), ActiveGate, Cluster ActiveGate, and Managed Cluster.

Follow the links to jump to the steps to open the diagnostics page and collect the Support Archive for the relevant component

OneAgent

Managed:

Navigate to the host or process in question.
Click on the three dots in the upper right corner
This will show a menu. Select Run OneAgent Diagnostics
Now jump to How to collect a Support Archive

SaaS:

Search for / Navigate: to OneAgent Health
In OneAgent Health, Filter by Host and enter or select the Host name:
Expand the details arrow to the right of the Host's entry. This will reveal a button for "Go to OneAgent diagnostics" Click on this.
Now continue with How to collect a Support Archive

ActiveGate

Latest Dynatrace

From the Dynatrace menu, click on the Search Icon
Type: Deployment Status
This will filter as you type and you will eventually see Deployment Status bubble to the top
Click on Deployment Status

Classic Dynatrace

From the Dynatrace menu, expand the Management section
Click on Deployment Status:

Cluster ActiveGate (Managed Cluster only)

You can navigate to the Deployment Status in two ways
1. Login to CMC (Cluster Management Console) and click on the ActiveGate tile
2. Login to CMC, click on the Deployment Status, and then on "ActiveGates"

Deployment Status

Click on ActiveGates tab
Locate the ActiveGate you want the Support Archive for.
Expand the details using the arrow in the Details column
Click on Run ActiveGate diagnostics
Now continue with How to collect a Support Archive

Managed Cluster

Login to CMC (Cluster Management Console)
Select "More" (three dots) button next to the "Add new cluster node"
Click on the "Run Cluster diagnostics" button
Now continue with How to collect Support Archive for the Managed Cluster

How to collect a Support Archive

Enter a brief description of why you’re collecting the Support Archive
click Advanced Options
Optional step
1. Unless otherwise specified, set “Collect diagnostic data for the previous” to 1 day
2. click Apply.
  Collecting less data leads to smaller file sizes and helps to collect the archive that much faster.
Click Start Analysis

Dynatrace will now collect a Support Archive. In a minute or two it should be ready to download:

If the page does not refresh automatically, click on the Refresh button after a minute or two and the
download button should appear:

The Support Archive downloads in a Zip format. All that’s left is to attach this to Secure Storage on
the ticket.

How to collect a Support Archive for the Managed Cluster

Enter a brief description of why you’re collecting the Support Archive
click Advanced Options
Optional step
1. Unless otherwise specified, leave the “Collect diagnostic data for the previous” at 7 days
  (if you're sure the issue happened in a shorter period, then please adjust it accordingly)
2. Unless otherwise specified, leave other options selected by default
3. click Apply.
Click Start Collection

Dynatrace will now collect a Support Archive. Depending on your Managed Cluster size, it may take some time before it will be ready to download:

If the page does not refresh automatically, click on the Refresh button after some time, and the
download button should appear:

FAQ

I still don’t see the Download button after a few minutes

How long it takes to collect a Support Archive depends on a variety of factors. Most Support
Archives will be less than 50MB but some can be as large as several hundred megabytes. I
recommend giving it up to an hour. If the Support Archive still isn't available after an hour, please reach out to Support for assistance. Also, make sure to check for messages under the State column such as “Colletion Failed”. If this happens, contact Support for next steps.