# Troubleshooting Sourcegraph Cloud

Sourcegraph manages the infrastructure of your Cloud instance, and our on-call engineers monitor its
performance and health. Site admins on Cloud instances do not have access to Grafana, Prometheus,
Jaeger, or server logs; Sourcegraph investigates those on your behalf.

To report an error or performance issue, collect what you can from the sections below and
[contact Sourcegraph Support](https://help.sourcegraph.com/hc/en-us/requests/new) or email
`support@sourcegraph.com`. Don't delay contacting support if some of this information is
unavailable. See [Support and SLAs](/sla#sourcegraph-cloud-sla-managed-instance) for response times.

## Describe the issue

Include:

- Your instance URL
- The affected users and repositories
- When the issue occurred (with time zone) and how often it happens
- Reproduction steps, and the expected and actual behavior
- Screenshots or the exact error messages

## Collect browser evidence

Open the browser developer tools (right-click in the browser > **Inspect**):

- **Console** tab: copy any errors shown while reproducing the issue.
- **Network** tab: find slow or failing requests. Select a request and, in its **Headers** tab, copy
  the `x-trace` response header when present. Send this trace ID and the time of the request to
  support. The Jaeger link in the `x-trace-url` header is only accessible to Sourcegraph.

Check **Preserve log** to keep the list of requests across page loads.

## Search issues

Include the original query, and whether adding `index:only`, `timeout:60s`, or `count:all` to it
changes the result.

To get a trace ID for a search, add the `trace=1` parameter to the search results page URL
(`&trace=1` if the URL already has parameters), run the search, and copy the `x-trace` header from
the [Network tab](#collect-browser-evidence).

## Repository syncing issues

If repositories are not cloning or updating, include the errors shown in the status notifications in
the navigation bar and on the **Site admin > Code host connections** page
(`/admin/external-services`), and the affected repositories.

## Check diagnostics

Go to **Site admin > Diagnostics** (`/admin/diagnostics`). Review its **Background jobs**,
**Outbound requests**, **Pings**, and **Slow requests** tabs for failures or slow activity related
to the issue, and include the relevant error details or screenshots.

## Copy configuration

Go to **Settings > Report a bug** (`/user/settings/report-bug`) and copy the configuration shown
there. For site admins, it includes the site configuration, code host configuration, and settings.
Redact credentials, tokens, and other sensitive content before sharing.

## Collect instance stats

The following are useful context for performance issues:

- Number of repositories (shown at the top of the **Site admin > Repositories** page, `/admin/repositories`)
- Whether one or more large monorepos contain most of the code
- Number of users and usage stats from [Sourcegraph Analytics](/analytics)

## Audit logs

Audit logs are separate from the server logs Sourcegraph uses for troubleshooting. They are
[available on request or through LogPush](/cloud#audit-logs).