I have raised a ticket on the Sitecore support portal. They asked me to provide basic information about my Sitecore site from each instance in your environment. Check the article https://kb.sitecore.net/articles/406145 for details.

When I am following instruction it's throwing me error in the console in main.bundle.js:1

enter image description here

After clicking on a Collect button it's throwing me below error:

Error occurred. Check browser console for details.

enter image description here

  • Are there any errors in the Sitecore logs that might explain the 500 Server Error being thrown in your second screenshot above ?
    – andyp
    May 6, 2019 at 7:15
  • Hello andyp, unfortunately, there is no error in a log file on path: C:\inetpub\wwwroot*****.Local\App_Data\logs May 6, 2019 at 7:27

1 Answer 1


After investing and raised a ticket to Sitecore support portal, I have found below solution:

1) Package name or ticket number should not have any illegal characters like * symbol etc.

2) Open the "...App_Data\diagnostics\support_package" folder and remove all the existing packages from there.

3) Now again try to collect support package via the "Support Package" admin page one more time with the default package name and check it will work.

For more detials: Collect basic information about Sitecore installation

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service and acknowledge you have read our privacy policy.

Not the answer you're looking for? Browse other questions tagged or ask your own question.