Get a support file
Last updated 26 October 2026.
For anyone reporting a problem: at the end you have one .zip to attach to a support request.
The support file holds what Docable’s support needs to look into a problem: versions, settings, permissions, limits and recent generation problems.
Before you start
- You can see what the file is about: your own run, a template you can read, or Docable Setup. Docable Diagnose also reads any run.
Steps
- Choose Get a support file in Docable Setup › Support. A refusal message, a failed run and a template that will not open offer the same button.
- Read the list of what the file holds. You see everything in it before you download it.
- Choose Download. The file is a .zip with a readable summary and the same facts as JSON. Attach the file to your request to support. Quote the correlation Id from the message too.
Example
A document stops with a reason code and a correlation Id. Open the failed run on the Generation Runs tab, choose Get a support file beside it, download it, and send the file with the correlation Id. The file names the reason code and the run’s settings, and nothing about the records.
Check it worked
The download starts. The file holds no record values, record Ids, File names, bank details, signatures, secrets or tokens, and Docable sends it nowhere.
If it doesn’t work
| What you see | What to do |
|---|---|
| The file has no facts about a run. | A run’s facts go to the person who made the request, and to people with Docable Diagnose. Ask one of them to build it. |
| The file will not build. | Try again. If it keeps failing, describe the problem in your request and quote the correlation Id. |
| Support asks for something the file does not hold. | A screenshot or a sample record value is never needed. Give the steps, and the reason code. |
Next
Something unclear or wrong? Tell support.