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Contacting support

When to get in touch​

Contact support if the problem reproduces after you have worked through the relevant section, it blocks your work, and you cannot narrow it down through project, model, or tool settings.

What to check before you write​

  • whether the problem repeats in a new chat;
  • whether it repeats on a small task;
  • which IDE and plugin version you use;
  • which agent mode and connection mode are selected;
  • which action leads to the error;
  • whether you have the exact message text or a screenshot.

Collect a minimal package​

Attach:

  1. the expected and the actual result;
  2. a short reproduction sequence;
  3. the IDE name and version, the Explyt version, and the selected mode and model;
  4. the date and exact time of the problem with the time zone;
  5. the error text or a sanitized screenshot;
  6. the checks you have already done;
  7. a small sanitized log fragment, if the problem involves a freeze, a connection, a model, or an external tool.

Do not send the whole project and the full log directory unless support explicitly asks for them.

How to get the log​

  1. Right after reproducing the problem, open Help | Show Log in Explorer in the IDE. Depending on the IDE and OS, the entry may be called Show Log in Finder or Show Log in Files.
  2. Find the IDE log for the time of the problem. The current documentation does not promise a separate Explyt log file.
  3. Copy the fragment covering a few minutes before and after the error. To search, use the exact time, the message text, Explyt, MCP, timeout, 429, or the name of the action you invoked.
  4. If there are several files, attach only the one that contains the relevant time range and the related lines. Keep the original line order.

For freezes, high load, and missing history, first go through performance and stability diagnostics.

Remove sensitive data​

Before sending, open a copy of the log or the screenshot and check every line. Remove or replace:

  • API keys, tokens, passwords, cookies, and Authorization headers;
  • model request and response contents, if they contain private code or data;
  • source code, SQL, file contents, and database fragments;
  • home directories, user names, and names of private projects and repositories;
  • internal URLs, server addresses, IPs, and organization and account names.

Use the placeholders <TOKEN>, <PROJECT_PATH>, <INTERNAL_URL>, and <CODE_REMOVED> so that support understands what was removed. After replacing, search again for the beginning of the key, the user name, the project path, and the organization domain. Check the metadata and the file name of the screenshot.

If your organization's rules forbid sharing logs or screenshots, agree on the package with the person responsible for security first. It is better to send less data and answer a follow-up question from support than to forward a secret or private code.

Contact channels​

For questions about an enterprise deployment, use the channel your organization has established for contacting the Explyt administrator.