Gathering Information
Our customers are often able to solve technical issues on their own by using the AI Search agent embedded on this Support site (see the "" button above), or on our Documentation site (on the upper right portion of every page). Prior to contacting DataHub Support, we recommend using it to perform a search. Your issue may have been reported and investigated previously, and the AI agent may be able to provide you with the exact information you need to resolve it.
If you still need to contact DataHub for support, please provide the following information so we can best assist you:
- For issues with Lineage or Data Ingestion, please provide the following information:
- What is the URL where you are seeing the problem?
- What source and destination URLs do you expect to be connected?
- What columns do you expect to be connected?
- If you are not using managed ingestion
- Please share the recipe in text format (after masking secrets)
- Please share full ingestion logs as a text attachment
- Please don’t use use rtf or any rich text format.
- Screenshots are helpful, but text format is best
- For issues with the DataHub web pages or UI:
- What is the URL where problem is happening? Direct URLs help us debug this faster
- Please share screenshot or video recording of what is happening for you
- For customers with on-premise (self-hosted) installations of DataHub:
- Please run the following command, and provide us with the output (this tells us which version of the product you are running):
datahub version --include-server
- If you are encountering URN related errors, please run the following command to capture the information in a file named "urn.json," and attach the file to a message in response to this ticket:
datahub get --urn "URN" --details > urn.json
- Please run the following command, and provide us with the output (this tells us which version of the product you are running):
How to Contact DataHub Support
If you do need to submit a ticket with DataHub Support, please be sure to include the following information:
- Your name
- Your organization/company name
- Email address
- Related product and version information
- The URL on which the issue appeared
- A detailed issue description, relevant logs, attachments, screenshots, etc. including the information in the first section of this page
- Related information explaining the technical impact and Priority of the issue on your organization
Submitting Tickets through the Web (Fastest)
You may submit your ticket by going to https://support.datahub.com/hc/en-us/requests/new. This method of submission ensures the accuracy of the information you submit and allows for complete tracking of the ticket, with related comments and attachments.
Registering: If you want FREE access to additional site features, like the ability to track your historical tickets, auto-filling of your personal details like name and email, we recommend you register on this site (no charge). You can sign up via this link: https://acrylsupport.zendesk.com/auth/v2/login/registration
Submitting Tickets via the Cloud Product
For enabled users, including those with an "Admin" role on the cloud product, you can submit tickets directly from within the cloud product by clicking the "Get Support" button on the lower left portion of any screen, just above the "Sign Out" option.
Screenshot above: the "Get Support" link appears just above "Sign out" on the lower left.
Support Widget: the DataHub Support widget (above) appears in the browser tab next to the "Get Support" button.
With the DataHub Support Widget open, you can use the "How can we help" field to search through our entire online FAQ/Knowledge base. Or by default, you will see links under "Top suggestions" that relate to the current page in the DataHub application. If you still need help, simply click "Submit a Ticket," then proceed to fill out a short form and submit a ticket directly to our Support team.
Submitting Tickets via Slack
If your organization has a shared Slack channel with DataHub, you can ask a question within that channel via a message. To turn it into a ticket, simply add a :ticket: reaction to your message (the emoji looks like this ). This will automatically create a ticket for our Support team, but first, you will be prompted to enter required information. There is a 2 way sync between slack and Zendesk (our ticketing system) which allows for messaging coordination for support.