From 2ce336c7fb2c2631c8aec9942081242787dcc4da Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 19:38:50 +0000 Subject: [PATCH 01/15] Update file subscription-add-ons.md --- doc/subscriptions/subscription-add-ons.md | 96 ++++++++++++++++++++++- 1 file changed, 94 insertions(+), 2 deletions(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index e22e7e7b8fdd35..49065de75e074b 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -97,7 +97,7 @@ Prerequisites: - You must purchase the GitLab Duo Pro or GitLab Duo Enterprise add-on. -### For GitLab.com +### For GitLab.com and Gitlab Dedicated Prerequisites: @@ -185,7 +185,7 @@ You can assign or remove seats in bulk for multiple users. GitLab.com groups can use SAML Group Sync to [manage GitLab Duo seat assignments](../user/group/saml_sso/group_sync.md#manage-gitlab-duo-seat-assignment). -### For GitLab.com +### For GitLab.com and Gitlab Dedicated 1. On the left sidebar, select **Search or go to** and find your group. 1. Select **Settings > GitLab Duo**. @@ -333,3 +333,95 @@ On the **Usage quotas** page, if you experience both of the following, you will ``` As a workaround, you can use the GraphQL queries in [this snippet](https://gitlab.com/gitlab-org/gitlab/-/snippets/3763094) to assign seats to users. + +# GitLab Duo Core Troubleshooting Guide for Dedicated Instances + + +- Duo Core should work out-of-the-box on GitLab 18.3+ for Premium/Ultimate customers +- Pre-production Dedicated instances do NOT support Duo Core by design + +Initial Triage Questions + +1. Environment Check + + +Is this a pre-production or production Dedicated instance? + + +❌ Pre-prod: Duo Core is not supported on pre-production Dedicated instances + +✅ Production: Continue troubleshooting + + + +2. Version Check + + +## What GitLab version is running? + +- 18.2.x and below: Limited Duo Core features, Duo Chat Classic in UI requires 18.3+ +- 18.3+: Full Duo Core feature set should be available +- Support may have to check if the license is properly synchronized. See [internal issue](https://gitlab.com/gitlab-com/request-for-help/-/issues/3369#note_2729514486) + + + +## Common Issues & Solutions + +### Issue 1: "Duo Core settings missing from Admin panel" +Symptoms: + +- No "GitLab Duo" section in Admin area +- Missing Duo configuration options +- API call shows "addOnPurchases": [] +- Time out message WebIDE `Activating extension Gitlab.gitlab-workflow failed` as well as missing Admin setting in panel. Time out itself may not reflect this issue. + + +Root Cause: License may not be properly synchronized, or feature flags not be enabled + +Resolution Steps: + +- Create a support ticket to verify if the license is properly synchronized with instance +- If license is outdated, request new license generation + +### Issue 2: "Web IDE shows GitLab Language Server failed to start" +Symptoms: + +- Error: "GitLab-workflow failed: the GitLab Language server failed to start in 10 seconds" +- Duo Chat not responding in Web IDE +- Console errors about "Platform is missing!" + +Root Cause: Network connectivity issues to cloud.gitlab.com and customers.gitlab.com. Check Firewall/allowlist blocking outbound connections + +Resolution Steps: + +- Check for allowlist/firewall restrictions with [private link](../administration/dedicated/configure_instance/network_security/#inbound-private-link) +- Verify outbound connections to: `cloud.gitlab.com:443` and `customers.gitlab.com:443` +- Add Cloudflare IP ranges to if needed: https://www.cloudflare.com/ips/ + +Test connectivity from the Dedicated instance + +### Issue 3: "GitLab Duo Chat in VS Code Remote SSH or WSL sessions timeoutouts + +Symptoms: `Error: Webview didn't initialize in 10000ms.` + +### Impacted Offerings: +- Gitlab.com +- Gitlab Dediated +- Gitlab Self-Managed + +### Impacted versions +- GitLab VS Code Extension: 6.8.0 and later + +### Cause + +The webview initialization timeout is hardcoded to 10 seconds in `duo_chat_controller.ts`. Remote environments introduce additional latency that exceeds this timeout period. The extension may also attempt to incorrectly connect to a 127.0.0.1 address. See KB article [Gitlab Duo Chat fails to initialize in remote enviroments](https://support.gitlab.com/hc/en-us/articles/20475947055132-GitLab-Duo-Chat-fails-to-initialize-in-remote-environments). + +### Resoution + +In VS Code, on the top bar, go to **Code > Settings > Settings**. + +1. On the top right corner, select Open **Settings (JSON)** to edit your settings.json file. +Alternatively, press F1, enter **Preferences: Open Settings (JSON)**, and select it. +2. Add or modify this setting: +`gitlab.featureFlags.languageServerWebviews": false` +3. Save your changes and reload VS Code. -- GitLab From 1e1f41590d9b6ebddd30ab085d3be2c084fe6860 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 19:52:19 +0000 Subject: [PATCH 02/15] Update file subscription-add-ons.md --- doc/subscriptions/subscription-add-ons.md | 44 +++++++++-------------- 1 file changed, 17 insertions(+), 27 deletions(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 49065de75e074b..ba9c16e8b72a43 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -340,32 +340,7 @@ As a workaround, you can use the GraphQL queries in [this snippet](https://gitla - Duo Core should work out-of-the-box on GitLab 18.3+ for Premium/Ultimate customers - Pre-production Dedicated instances do NOT support Duo Core by design -Initial Triage Questions - -1. Environment Check - - -Is this a pre-production or production Dedicated instance? - - -❌ Pre-prod: Duo Core is not supported on pre-production Dedicated instances - -✅ Production: Continue troubleshooting - - - -2. Version Check - - -## What GitLab version is running? - -- 18.2.x and below: Limited Duo Core features, Duo Chat Classic in UI requires 18.3+ -- 18.3+: Full Duo Core feature set should be available -- Support may have to check if the license is properly synchronized. See [internal issue](https://gitlab.com/gitlab-com/request-for-help/-/issues/3369#note_2729514486) - - - -## Common Issues & Solutions +# Common Issues & Solutions ### Issue 1: "Duo Core settings missing from Admin panel" Symptoms: @@ -380,7 +355,8 @@ Root Cause: License may not be properly synchronized, or feature flags not be en Resolution Steps: -- Create a support ticket to verify if the license is properly synchronized with instance +- Create a support ticket to verify if the license is properly synchronized with instance. Support may have to check if the license is properly synchronized. See [internal issue](https://gitlab.com/gitlab-com/request-for-help/-/issues/3369#note_2729514486) + - If license is outdated, request new license generation ### Issue 2: "Web IDE shows GitLab Language Server failed to start" @@ -425,3 +401,17 @@ Alternatively, press F1, enter **Preferences: Open Settings (JSON)**, and select 2. Add or modify this setting: `gitlab.featureFlags.languageServerWebviews": false` 3. Save your changes and reload VS Code. + +### Issue 4 Web IDE not loading due to CORS + +Symptoms: `Unable to resolve resource` + +## Troubleshooting +- Check Har file for logs. See doc [Create HAR](https://docs.gitlab.com/user/application_security/api_fuzzing/create_har_files/) files. +- Look for CORS errors `failed to load because it violates the following Content Seurity policy` + +## Resolution + +- Update to Gitlab Workflow Extension version 6.35.1 or later +- add `https://*.cdn.web-ide.gitlab-static.net` to the CORS policy +- See doc on Duo [CORs issues](https://docs.gitlab.com/user/project/web_ide/#cors-issues) -- GitLab From e53c375ab6c8148dcaea41af0673f39626beeb40 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 20:06:19 +0000 Subject: [PATCH 03/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index ba9c16e8b72a43..a19e27ec53aa1a 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -97,7 +97,7 @@ Prerequisites: - You must purchase the GitLab Duo Pro or GitLab Duo Enterprise add-on. -### For GitLab.com and Gitlab Dedicated +### For GitLab.com and GitLab Dedicated Prerequisites: -- GitLab From 632f999ad351de5b14dd3c1b002fd92a866bda56 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 20:06:26 +0000 Subject: [PATCH 04/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index a19e27ec53aa1a..290a9744f4fc87 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -185,7 +185,7 @@ You can assign or remove seats in bulk for multiple users. GitLab.com groups can use SAML Group Sync to [manage GitLab Duo seat assignments](../user/group/saml_sso/group_sync.md#manage-gitlab-duo-seat-assignment). -### For GitLab.com and Gitlab Dedicated +### For GitLab.com and GitLab Dedicated 1. On the left sidebar, select **Search or go to** and find your group. 1. Select **Settings > GitLab Duo**. -- GitLab From 18f38d0e1d6b7e6bb123b414d94e24ce057a0088 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 20:07:08 +0000 Subject: [PATCH 05/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 4 +++- 1 file changed, 3 insertions(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 290a9744f4fc87..85e125ef2e8750 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -348,7 +348,9 @@ Symptoms: - No "GitLab Duo" section in Admin area - Missing Duo configuration options - API call shows "addOnPurchases": [] -- Time out message WebIDE `Activating extension Gitlab.gitlab-workflow failed` as well as missing Admin setting in panel. Time out itself may not reflect this issue. +- WebIDE timeout message: `Activating extension GitLab.gitlab-workflow failed` +- Missing Admin settings in panel +- Note: The timeout message alone may not indicate this specific issue Root Cause: License may not be properly synchronized, or feature flags not be enabled -- GitLab From 9638f8c82c643e761373df84f1edccc7d84bb900 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 20:07:41 +0000 Subject: [PATCH 06/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 85e125ef2e8750..7f55d70d658ba3 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -374,7 +374,7 @@ Resolution Steps: - Check for allowlist/firewall restrictions with [private link](../administration/dedicated/configure_instance/network_security/#inbound-private-link) - Verify outbound connections to: `cloud.gitlab.com:443` and `customers.gitlab.com:443` -- Add Cloudflare IP ranges to if needed: https://www.cloudflare.com/ips/ +- Add Cloudflare IP ranges to your allowlist if needed: https://www.cloudflare.com/ips/ Test connectivity from the Dedicated instance -- GitLab From bb7674f9c726190cbbd6fdf182fbf584ff2d3116 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 20:08:00 +0000 Subject: [PATCH 07/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 7f55d70d658ba3..81262f9b492990 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -378,7 +378,7 @@ Resolution Steps: Test connectivity from the Dedicated instance -### Issue 3: "GitLab Duo Chat in VS Code Remote SSH or WSL sessions timeoutouts +### Issue 3: "GitLab Duo Chat in VS Code Remote SSH or WSL sessions timeouts" Symptoms: `Error: Webview didn't initialize in 10000ms.` -- GitLab From 3509fc0a6f7df6c6d6fd953d0df390997a2eda1a Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 21:15:44 +0000 Subject: [PATCH 08/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 81262f9b492990..70836e08e141c8 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -383,9 +383,9 @@ Test connectivity from the Dedicated instance Symptoms: `Error: Webview didn't initialize in 10000ms.` ### Impacted Offerings: -- Gitlab.com -- Gitlab Dediated -- Gitlab Self-Managed +- GitLab.com +- GitLab Dedicated +- GitLab Self-Managed ### Impacted versions - GitLab VS Code Extension: 6.8.0 and later -- GitLab From 0472aaf60dca265aa92f1cfec465b3b25c50cc5c Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 21:15:53 +0000 Subject: [PATCH 09/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 70836e08e141c8..b4a9a3d2039463 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -394,7 +394,7 @@ Symptoms: `Error: Webview didn't initialize in 10000ms.` The webview initialization timeout is hardcoded to 10 seconds in `duo_chat_controller.ts`. Remote environments introduce additional latency that exceeds this timeout period. The extension may also attempt to incorrectly connect to a 127.0.0.1 address. See KB article [Gitlab Duo Chat fails to initialize in remote enviroments](https://support.gitlab.com/hc/en-us/articles/20475947055132-GitLab-Duo-Chat-fails-to-initialize-in-remote-environments). -### Resoution +### Resolution In VS Code, on the top bar, go to **Code > Settings > Settings**. -- GitLab From e24643ba5769ba09daa57d3580c84cb51e920111 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 21:16:02 +0000 Subject: [PATCH 10/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index b4a9a3d2039463..2eb4123e8678c3 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -401,7 +401,7 @@ In VS Code, on the top bar, go to **Code > Settings > Settings**. 1. On the top right corner, select Open **Settings (JSON)** to edit your settings.json file. Alternatively, press F1, enter **Preferences: Open Settings (JSON)**, and select it. 2. Add or modify this setting: -`gitlab.featureFlags.languageServerWebviews": false` +`"gitlab.featureFlags.languageServerWebviews": false` 3. Save your changes and reload VS Code. ### Issue 4 Web IDE not loading due to CORS -- GitLab From 81a5ada42f381dba7da459d8ffeb239566770de0 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 21:16:17 +0000 Subject: [PATCH 11/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 2eb4123e8678c3..17036e61590553 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -410,7 +410,7 @@ Symptoms: `Unable to resolve resource` ## Troubleshooting - Check Har file for logs. See doc [Create HAR](https://docs.gitlab.com/user/application_security/api_fuzzing/create_har_files/) files. -- Look for CORS errors `failed to load because it violates the following Content Seurity policy` +- Look for CORS errors `failed to load because it violates the following Content Security policy` ## Resolution -- GitLab From ef71118b64d0d5c9bf0502f81106f6e0e90c1fb0 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 21:16:28 +0000 Subject: [PATCH 12/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 17036e61590553..5e9e33957e299d 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -414,6 +414,6 @@ Symptoms: `Unable to resolve resource` ## Resolution -- Update to Gitlab Workflow Extension version 6.35.1 or later +- Update to GitLab Workflow Extension version 6.35.1 or later - add `https://*.cdn.web-ide.gitlab-static.net` to the CORS policy - See doc on Duo [CORs issues](https://docs.gitlab.com/user/project/web_ide/#cors-issues) -- GitLab From 39b69f9b22ae8376036f6f158e478a812daf1900 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Tue, 9 Sep 2025 21:16:41 +0000 Subject: [PATCH 13/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: GitLab Duo --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 5e9e33957e299d..5efb5745487265 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -416,4 +416,4 @@ Symptoms: `Unable to resolve resource` - Update to GitLab Workflow Extension version 6.35.1 or later - add `https://*.cdn.web-ide.gitlab-static.net` to the CORS policy -- See doc on Duo [CORs issues](https://docs.gitlab.com/user/project/web_ide/#cors-issues) +- See doc on Duo [CORS issues](https://docs.gitlab.com/user/project/web_ide/#cors-issues) -- GitLab From 0254508fd2eda56a0c5ee48e421ecd56ff286ad3 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Wed, 17 Sep 2025 16:47:34 +0000 Subject: [PATCH 14/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: Brendan McKitrick --- doc/subscriptions/subscription-add-ons.md | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index 5efb5745487265..c96476c78076ad 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -353,7 +353,7 @@ Symptoms: - Note: The timeout message alone may not indicate this specific issue -Root Cause: License may not be properly synchronized, or feature flags not be enabled +Root Cause: License may not be properly synchronized Resolution Steps: -- GitLab From 963136459296e9054f1dd0ed4132c745f5119e12 Mon Sep 17 00:00:00 2001 From: Michelle Almendarez Date: Wed, 17 Sep 2025 16:48:54 +0000 Subject: [PATCH 15/15] Apply 1 suggestion(s) to 1 file(s) Co-authored-by: Brendan McKitrick --- doc/subscriptions/subscription-add-ons.md | 4 +--- 1 file changed, 1 insertion(+), 3 deletions(-) diff --git a/doc/subscriptions/subscription-add-ons.md b/doc/subscriptions/subscription-add-ons.md index c96476c78076ad..f68feaeb69a98c 100644 --- a/doc/subscriptions/subscription-add-ons.md +++ b/doc/subscriptions/subscription-add-ons.md @@ -372,9 +372,7 @@ Root Cause: Network connectivity issues to cloud.gitlab.com and customers.gitlab Resolution Steps: -- Check for allowlist/firewall restrictions with [private link](../administration/dedicated/configure_instance/network_security/#inbound-private-link) -- Verify outbound connections to: `cloud.gitlab.com:443` and `customers.gitlab.com:443` -- Add Cloudflare IP ranges to your allowlist if needed: https://www.cloudflare.com/ips/ +* Customer administrator should follow https://docs.gitlab.com/security/webhooks/#gitlab-duo-functionality-is-blocked to troubleshoot. Test connectivity from the Dedicated instance -- GitLab