---
title: Collecting support data
description: When troubleshooting, Ping Identity Support might ask you to use the collect support data tool to compile information about your PingAccess installation.
component: pingaccess
version: 9.0
page_id: pingaccess:troubleshooting:pa_collecting_support_data
canonical_url: https://docs.pingidentity.com/pingaccess/9.0/troubleshooting/pa_collecting_support_data.html
revdate: June 21, 2023
section_ids:
  about-this-task: About this task
  steps: Steps
  choose-from: Choose from:
---

# Collecting support data

When troubleshooting, Ping Identity Support might ask you to use the collect support data tool to compile information about your PingAccess installation.

## About this task

By default, the tool collects information from:

* `<PA_Home>/bin`

* `<PA_Home>/log` (the most recent files of each type within a size limit)

* `<PA_Home>/conf` (configuration files)

Information the tool collects includes:

* Environment details, such as:

  * Files present and their sizes

  * Certificate data

  * Version data

  * Java Virtual Machine (JVM) *(tooltip: \<div class="paragraph">
    \<p>A virtual machine that allows a computer to run Java programs and programs that are compiled to Java bytecode.\</p>
    \</div>)* details

* System details, such as:

  * Crontab

  * Ifconfig

  * Netstat

  * Uname

|   |                                                                    |
| - | ------------------------------------------------------------------ |
|   | Sytem details vary depending on the operating system you're using. |

The tool consists of the following files in the PingAccess home directory:

* `bin/collect-support-data.bat`

* `bin/collect-support-data.sh`

* `tools/csd/csd_configuration.yaml`

* `tools/csd/csd-1.1.jar`

|   |                                                                                                                                                                                                                                      |
| - | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
|   | If Ping Identity Support needs more information about the PingAccess installation than the default configuration provides, Support might ask you to add a data collector to the tool by modifying its `csd_configuration.yaml` file. |

To collect support data with the tool:

## Steps

1. Using your PingAccess administrator account and a terminal, go to the `<PA_Home>/bin` directory.

2. Use one of the following commands to run the collect support data tool, depending on your operating system:

   ### Choose from:

   * On a Windows operating system, use `./collect-support-data.bat`.

   * On a Unix-based operating system, use `./collect-support-data.sh`.

     |   |                                                                                                                                                                                                                                                                                                                                                             |
     | - | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
     |   | If Ping Identity Support directs you to do so, you can use additional options with these commands. For example, you can run the command with the `--help` option.For more information, see the [PingFederate and PingAccess Support Data Collector](https://support.pingidentity.com/s/article/PingFederate-Support-Data-Collector) knowledge base article. |

   As the tool collects data, it displays its progress and any errors it detects. When it finishes collecting data, the tool places the data in a `.zip` file in the current directory. The format of the file's name is `support-data-ping-$<hostname>-r-$<timestamp>.zip`.

3. Review any errors that the tool brought up during the collection process, and any errors that've been added to the `support-data-ping-$<hostname>-r.log` log file.

   If necessary, resolve the errors and run the tool again.

4. Send the support data `.zip` file to Ping Identity Support.