Contact support

In some cases, you may unable to resolve an issue with Elastic OpenTelemetry using the troubleshooting guides.

If you have an Elastic subscription, you can contact Elastic support for assistance. You can reach us in the following ways:

• Through the Elastic Support Portal: The Elastic Support Portal is the central place where you can access all of your cases, subscriptions, and licenses.

• By email: support@elastic.co

  Tip

  If you contact us by email, use the email address you registered with so we can help you more quickly. If your registered email is a distribution list, you can register a second email address with us by managing support contacts.

  Warning

  All cases opened by email default to a normal severity level. For incidents, open a case through the Elastic Support Portal and select the appropriate severity.

Providing a clear description of your issue and relevant technical context helps our support engineers respond more quickly and effectively.

To help Elastic Support investigate the problem efficiently, please include the following details whenever possible:

• A brief description of the issue
• When the issue started and whether it is intermittent or consistent
• Affected environments (dev, staging, production)
• Whether you’re using Elastic Cloud or self-managed deployments
• The version of the Elastic Stack you're using
• Any additional context to help support understand the full data flow (from the instrumented applications at the edge to Elasticsearch)

• Are you using a standalone Elastic Agent or Kubernetes?
• If applicable, include:
  • Helm chart version and values (for Kubernetes)
  • Container image version

• Your full or partial Elastic Agent configuration file or files, redacted as needed

• Environment variables that may affect telemetry

• Any overrides or runtime flags, such as --log-level=debug or --config path

• To enable debug logging in Kubernetes environments using the Helm chart, set the log level explicitly with:

  collector:
    args:
      - "--config=/etc/otel/config.yaml"
      - "--log-level=debug"
  

  In Kubernetes environments with multiple Elastic Agent pods, be sure to collect logs and configuration from all instances. You can use kubectl to list and inspect each:

  kubectl get pods -l app=edot-collector
  kubectl logs <pod-name> --container edot-collector
  

  Repeat for each Collector pod to provide complete context for support.

• Recent Collector logs with relevant errors or warning messages. For guidance on enabling debug logging, refer to Enable debug logging for the Elastic Agent or Enable debug logging for EDOT SDKs.

• Output from:

  edot-collector --config=/path/to/config.yaml --dry-run
  

• Output from:

  lsof -i :4317
  kubectl logs <collector-pod>
  

• Are traces, metrics, or logs missing from the UI? For troubleshooting steps, refer to No data visible in Kibana or No application-level telemetry visible in Kibana.

• Are you using the Elastic Managed OTLP endpoint?

• If data is missing or incomplete, consider enabling the debug exporter to inspect the raw signal data emitted by the Collector.

  You can use it for specific signals (logs, metrics, or traces) by adding a pipeline like:

  exporters:
    debug:
      verbosity: detailed
  
  service:
    pipelines:
      traces:
        receivers: [otlp]
        processors: [batch]
        exporters: [debug]
  

  1. options: normal, detailed

  This helps verify whether the Collector is receiving and processing telemetry as expected before it's sent to Elasticsearch.

When you’ve gathered the information above relevant to your case:

1. Log in to the Elastic Support portal
2. Open a new case and fill in the form.
3. Attach your logs, configs, or example files. Redact sensitive data.

Our support team will review your request and get back to you as soon as possible.