Support

How do I submit a Support ticket?

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Submit a support ticket by sending an email to support@rstudio.com or by visiting our support site. Please follow the instructions below when submitting tickets so that we can better serve you.

If you have purchased a license for one of our Professional servers (RStudio Server Pro, RStudio Connect, Shiny Server Pro) or the RStudio Desktop IDE, or you have a paid plan on shinyapps.io, your purchase includes Premium Support under this agreement. Premium Support covers the products themselves, but does not cover R code or environment issues on the host machine used for on-premises servers.

If you have an issue with one of our open-source or free products, or you have a question about an open-source package or R itself, you can still get help via these resources.

 


 

If you are entitled to Premium Support and you find that you have an issue with one of our professional products, you can file a support ticket via the support site or via email to support@rstudio.com. Per our support agreement linked above, we offer support via email only, between 9am and 5pm US Eastern Monday through Friday, excluding US federal holidays.  We answer tickets as quickly as we can, and if we are waiting on your reply, we will notify you after one week of inactivity, and close the ticket automatically after 2 weeks of inactivity.

We are dedicated to your success, so to make the experience as pleasant and efficient as possible, we recommend that you provide the following specific information when you file a ticket with us.

RStudio Desktop IDE (Commercial)

RStudio Server Pro

Provide a general description of problem, along with any error messages you see.

In addition, for server diagnostics (for version 1.2 and later):

  1. Run a server diagnostic report with the following command: sudo rstudio-server run-diagnostics
  2. Attach the server diagnostics report to the support ticket (the output of the script will give you the location of that file).

For session diagnostics (for version 1.2 and later):

  1. Set the rsession-diagnostics-enabled flag in the /etc/rstudio/rserver.conf file: rsession-diagnostics-enabled=1 and restart the server. When this setting is enabled, all sessions that are started will create a diagnostics file that contains extended launch diagnostics under the /tmp directory by default. To change the location, see this section of the admin guide.
  2. Attach the session diagnostics file(s) to the support ticket, as applicable.

If you are having trouble deploying from RStudio Server to RStudio Connect, please read this article first for troubleshooting tips.

RStudio Connect

Provide a general description of problem, along with any error messages you see. In addition:

  • Linux distribution and version
  • Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
  • Version of RStudio Connect (run this command: /opt/rstudio-connect/bin/connect --version)
  • Version of R installed
  • RStudio Connect log: /var/log/rstudio-connect.log
  • System log file: /var/log/messages or /var/log/syslog
  • RStudio Connect configuration file: /etc/rstudio-connect/rstudio-connect.gcfg

For version 1.7.2 and later, please run the RStudio Connect diagnostic script and send us a copy.  Feel free to sanitize any data you feel is sensitive, and please let us know that you have done so.

  1. Run a server diagnostic report (run this command: sudo /opt/rstudio-connect/scripts/run-diagnostics.sh /path/to/output/directory)
  2. Attach the server diagnostics report to the support ticket (the output of the script will give you the location of that file).

If you are having trouble deploying from RStudio Server to RStudio Connect, please read this article first for troubleshooting tips.

Shiny Server Pro

Provide a general description of problem, along with any error messages you see. In addition:

  • Linux distribution and version
  • Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
  • Version of Shiny Server Pro (run this command: shiny-server --version)
  • Shiny Server Pro configuration file: /etc/shiny-server/shiny-server.conf
  • Server log file: /var/log/shiny-server.log
  • System log file: /var/log/messages or /var/log/syslog
  • Check that permissions have been correctly set as described here

If the issue is specific to an application:

  • Versions of Shiny package and other related packages
  • Application log file (you may need to set preserve_logs true; in your shiny-server.conf file), per these instructions

RStudio Package Manager

Provide a general description of the problem, along with any error messages you see.  In addition:

  • General description of problem, including any error messages
  • Linux distribution and version
  • Host environment: hardware, local VM, hosted VM (e.g., AWS EC2 instance)
  • Version of RStudio Package Manager: rstudio-pm version
  • Configuration file: /etc/rstudio-pm/rstudio-pm.gcfg
  • Log file: /var/log/rstudio-pm
  • Output of systemctl status or status
  • Output of rspm list

shinyapps.io (Starter plan and above)

Review the Troubleshooting section of the user's guide, where you might find an immediate resolution to your problem. If not, file a ticket with a general description of problem, along with any error messages you see.  In addition:

  • Your account name or ID number
  • The URL and ID number of the app that is having issues
  • The output of the command rsconnect::showLogs() in the RStudio IDE from which you deployed the application

RStudio Professional Drivers

Review the Getting Started guide, which contains troubleshooting information, as well. If you are unable to find a resolution, provide a general description of problem, along with any error messages you see.  In addition:

  • Can you make a connection to the data source from the command line outside RStudio? Are you able to run queries successfully?
  • Version of RStudio product in use (run this command: rstudio-server version, /opt/rstudio-connect/bin/connect --version, or shiny-server --version)
  • Version of R installed
  • Which packages are you using to establish the connection?
  • Version of the odbc package, if applicable
  • Check the dependencies of the driver in question (note that this requires that you have installed unixODBC, as we recommend in the Pro driver documentation):
    • odbcinst -j will give driver location
    • cat odbcinst.ini to find the location of the driver in question
    • ldd <driver location> to find the system dependency libraries - resolve any missing dependencies

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