# Share session logs with support

> When Golden support asks to record diagnostic logs to investigate a problem, a dialog lets you read what would be recorded, then accept, decline, or stop at any time.

Reference · 3 min read · Updated 2026-10-24

Sometimes the fastest way for Golden support to fix a problem is to see the diagnostic logs from your own session. Golden never records these on its own - support has to ask, and nothing is recorded until you agree. This article explains what you will see when they do.

## When support asks

When support starts a request, a dialog appears titled "Golden support is asking to record logs". It shows a short message from the person helping you, how long recording would last (an hour or a few hours, counted from when you accept), and a "What would be recorded" list of the kinds of log the request turns on:

- AI prompts and responses
- Database queries and their results
- Activity in your browser

Below the list, a disclosure spells out what you are agreeing to: the logs may contain your own data, such as values from your datasets and warehouse; only Golden staff can see them; and they are deleted 7 days after recording ends, though copies may remain in database backups for a short time after that.

## Accept, decline, or wait

- Start recording - agree to the request. Recording begins right away and runs for the period shown.
- Decline - turn the request down, and nothing is recorded.
- Not now - close the dialog and decide later. The request stays open, and a "Support request pending" pill appears so you can reopen it.

## While recording is on

Once you accept, a pill in the bottom-left corner reads "Sharing diagnostic logs with Golden support" with the time left beside it. Recording stops on its own at the end of the period, and you can stop it sooner at any time with the Stop button on the pill.

Stopping asks you to confirm, with "Stop sharing logs?". Nothing more is recorded once you stop, and support keeps what was already recorded until it is deleted on the schedule above. Choose Keep sharing to carry on, or Stop sharing to end it.

> **Note:** You are always in control. Support can request a capture, but only you can accept one, and you can decline a request or stop a running capture whenever you like.

### Related

- [Troubleshooting](https://goldenanalytics.com/docs/troubleshooting)
- [Frequently asked questions](https://goldenanalytics.com/docs/faq)

Source: https://goldenanalytics.com/docs/share-session-logs-with-support