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Get support and send an SPSync diagnostics bundle

If Troubleshooting does not cover what you are seeing, the fastest way to get help is to export a diagnostics bundle and attach it to your email to us. It carries everything support usually has to ask for up front, so the back-and-forth starts one step ahead.

What a diagnostics bundle contains

Section titled “What a diagnostics bundle contains”

From the desktop app: Settings -> Send diagnostics, or the Report this run button on a failed run’s row in Runs, then Export. From the command line: spsync diagnostics export. Both build the same zip and show you what is in it before anything leaves your machine.

The bundle contains:

  • App and machine details: app version, OS, edition (desktop/Azure/CLI), a non-identifying machine id, and, if you have activated a licence key, the licence id, customer name and entitlements from it.
  • Replication configuration: each replication’s schedule, the connection and destination it runs against, and its selected SharePoint sites/lists (ids and names, not their contents), with every secret (connection strings, API keys, passwords) replaced with [REDACTED]. Only the shape of your setup travels, never a credential.
  • Recent log files (the last 7 days), also scrubbed of anything secret-shaped.
  • Run history and events for the last 30 days: what ran, when, and any errors recorded against it.
  • Destination kinds configured (e.g. “postgres”, “sqlite”) and, where we can tell, the installed driver version for each, not any data from your destination itself.
  • The sidecar’s recent error output, if the desktop app captured any (desktop only).

Item contents and any data replicated from SharePoint never travel, but identifiers do: a run’s site/list ids and, when a Graph request failed or was throttled, the full request/response including its URL (which contains the site URL) are captured in the logs above so support can reproduce the failure.

Getting it to us

Section titled “Getting it to us”

Export the bundle and attach it to your email, or to your reply in an existing conversation, at [email protected]. Use Export in the desktop app or web UI, or spsync diagnostics export <path> from the command line. You can open the zip and review every file before you send it.

The in-app Send button talks to a support upload service that has no storage behind it today: a bundle sent that way is logged and discarded, as the privacy notice says, so it will not reach us. Exporting and attaching is the route that works. A bundle you email is handled like the rest of your email to support.

From the command line

Section titled “From the command line”
Terminal window
# Save a bundle locally, including a redacted replication config
spsync diagnostics export bundle.zip --config replication.yaml