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 VM/Cloud Service 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 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 on the following articles: KB2518791, KB2772488, KB3137442 and KB3200697.

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 datacenter. Customer data is protected since the data does not leave the 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. This process will pause the VM for up to 10 mins after which time the VM is resumed. The VM is not restarted as part of this process.

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 be used only 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 can 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.