An essential clue in trouble shooting is the Support Zip and Communardo Support will ask in most cases for it. The Support Zip is provided via Atlassians Support Tools Plugin which is now part of the main applications from Atlassian:
Support Tools can be found in your application's administration console. You'll need to be logged in as an Administrator to use the Support Tools Plugin.
- JIRA: System > Support Tools (under Troubleshooting and support)
- Confluence: General Configuration > Support Tools (under Administration)
- Bamboo: Overview > Support Tools (under System)
- FishEye/Crucible: Administration > Support Tools (under System Settings)
Keep all check boxes selected and choose Create. The Support Zip will be created and its location will be displayed on the screen. Log in to the application server to retrieve the file or download it via the user interface (available with Support Tools Plugin version 3.9.4 or higher).
With version 3.9.4 you can download the Support Zip via the user interface!