Microsoft Azure Support diagnostic information and memory dump collection

Understand what will be shared with Microsoft Support when you grant access to collecting a complete memory dump and diagnostic information from the Microsoft Azure portal.

Diagnostic information collection

On the new Microsoft Azure portal, the “Share diagnostic information” feature gives your consent to allow a Microsoft Support engineer to remotely collect data from your Azure Virtual Machines / Azure Cloud Services that is the subject of the current support incident, in order to troubleshoot your issue. Examples of diagnostic data collected are common log files, system-generated event logs, registry keys, debug logs, server/database information, and basic network and storage disk information.

For App Service-related issues, HTTP logs, detailed errors, KUDU trace, transform logs, FREB logs, winsock logs, event logs, DAAS logs and Webjob logs are collected to help with troubleshooting.

You can revoke this access by contacting your support engineer, which will prevent further collections of diagnostic information related to this support incident. A detailed list of files that are collected can be found in the following articles:

Article ID Service or Environment
Windows Server logs Windows Server 2008 R2 and Windows Server 2012
PaaS logs Microsoft Azure PaaS VM Logs
IaaS logs Microsoft Azure IaaS VM logs
Service Fabric logs Microsoft Azure Service Fabric Logs
StorSimple logs StorSimple support packages and device logs
SQL Server Windows VM logs Azure SQL Server in VM logs

Memory dump collection

What is a complete memory dump?

A complete memory dump is the largest kernel-mode dump file. This file includes all of the physical memory that is used by Windows. A complete memory dump does not, by default, include physical memory that is used by the platform firmware.

The dump is copied from the compute node (Azure host) where it is created, to another server for debugging within the same data centre. Customer data is protected, as the data does not leave Azure’s secure boundary. Learn more about how customer data is stored in Azure.

The dump file is created by generating a Hyper-V save state of the virtual machine (VM). This process will pause the VM for up to 10 minutes, after which time the VM is resumed. The VM is not restarted as part of this process.

Enabling boot diagnostics

Enabling boot diagnostics captures logs from the host running the virtual machine for diagnostics by capturing the serial console output and screenshots of the virtual machine. Enabling boot diagnostics also allows the Azure platform to inspect the OS VHD for virtual machine provisioning errors, helping to provide deeper information about the root causes of failures. Access to the OS VHD includes Guest OS info, system files on the OS VHD, custom scripts and more.

How is your data handled?

Any data previously collected with your consent will not be affected by the revocation of your permission. The data will only be used for the purpose of troubleshooting your issue, and will not be used for marketing, advertising or any other commercial purposes without your consent. The data may be retained for up to 90 days, and any data Microsoft Support collects will be handled in accordance with our standard privacy practices. Learn more about data retention policies.