Debugging and Support Guide - Revision history

Maynard.castro: /* Debugging and Support Guide */

2026-06-11T07:31:09Z

Debugging and Support Guide

← Older revision		Revision as of 10:31, 11 June 2026
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	= ~~Debugging and Support Guide~~ =		= Overview =
	This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.		This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.

Maynard.castro at 07:26, 11 June 2026

2026-06-11T07:26:39Z

← Older revision		Revision as of 10:26, 11 June 2026
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	__TOC__		__TOC__

	= ~~Overview~~ =		= Debugging and Support Guide =
	This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.		This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.

Maynard.castro: /* Debugging and Support Guide */

2026-06-11T07:20:41Z

Debugging and Support Guide

← Older revision		Revision as of 10:20, 11 June 2026
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	__TOC__		__TOC__

	= ~~Debugging and Support Guide~~ =		= Overview =
	This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.		This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.

Maynard.castro at 07:11, 11 June 2026

2026-06-11T07:11:35Z

← Older revision		Revision as of 10:11, 11 June 2026
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	** '''Purpose:''' Submit the ticket according to Helpdesk requirements and include all mandatory information.		** '''Purpose:''' Submit the ticket according to Helpdesk requirements and include all mandatory information.
	** '''Link:''' [[Partner Portal/Helpdesk Query Filling Recommendations]]		** '''Link:''' [[Partner Portal/Helpdesk Query Filling Recommendations]]

	~~[[Category:Troubleshooting]]~~
	~~[[Category:Logging]]~~
	~~[[Category:Support]]~~
	~~[[Category:Debugging]]~~

Maynard.castro: /* Troubleshooting Workflow Overview */

2026-06-11T07:10:25Z

Troubleshooting Workflow Overview

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 === Troubleshooting Workflow Overview ===
+[[File:Device Workflow for Issue-2026-06-11-070557.png|center|1719x1719px|Device Workflow]]
 == Workflow 1: Local Logging and Device Communication (FTx Platform) ==

Maynard.castro: /* Workflow 1: Local Logging and Device Communication (FTx Platform) */

2026-06-11T06:48:03Z

Workflow 1: Local Logging and Device Communication (FTx Platform)

Maynard.castro at 06:42, 11 June 2026

2026-06-11T06:42:15Z

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Maynard.castro: Created page with "TOC == Debugging and Support Guide == This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika devices. The guide is organized into logical troubleshooting workflows, helping engineers and partners quickly identify the correct diagnostic method, logging procedure, and support documentation required for efficient issue investigation and resolution. Before opening a Helpdesk ticket, users should f..."

2026-06-11T06:09:44Z

Created page with "__TOC__ == Debugging and Support Guide == This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika devices. The guide is organized into logical troubleshooting workflows, helping engineers and partners quickly identify the correct diagnostic method, logging procedure, and support documentation required for efficient issue investigation and resolution. Before opening a Helpdesk ticket, users should f..."

New page

__TOC__

== Debugging and Support Guide ==

This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika devices.

The guide is organized into logical troubleshooting workflows, helping engineers and partners quickly identify the correct diagnostic method, logging procedure, and support documentation required for efficient issue investigation and resolution.

Before opening a Helpdesk ticket, users should follow the relevant workflow to collect the necessary evidence and ensure all required information is available for analysis.

=== Workflow 1: Local Logging and Device Communication ===
''Use this workflow when the device is connected directly to a PC and standard debugging or log collection is required.''

* '''Setup a Terminal Environment'''
** '''Purpose:''' Configure a standalone terminal application to communicate with the device through its COM port when troubleshooting outside of the standard TCT interface.
** '''Typical use cases:'''
*** Device communication verification
*** Command execution and response validation
*** Real-time log monitoring
** '''Link:''' [[Terminal]]

=== Workflow 2: Advanced Hardware and Vehicle Diagnostics ===
''Use this workflow when investigating vehicle communication issues, CAN bus problems, or low-level device behavior.''

* '''Debug Vehicle Data (OBD Devices)'''
** '''Purpose:''' Troubleshoot missing or incorrect vehicle parameters and verify communication between the device and vehicle systems.
** '''Typical use cases:'''
*** Missing CAN data
*** Unsupported vehicle parameters
*** OBD communication issues
*** Vehicle identification problems
** '''Link:''' [[OBD Device Debugging]]

* '''OBD Manual OEM Request Validation'''
** '''Purpose:''' Provides guidance for validating OEM parameter requests and determining whether a requested vehicle parameter can be supported by the device.
** '''Typical use cases:'''
*** OEM parameter validation
*** Vehicle data availability verification
*** CAN data assessment
*** Supporting new vehicle integrations
*** OEM request investigations
** '''Link:''' [[OBD Manual OEM Request Validation Instruction]]

* '''Capture Direct Device Logs (FM/FMB Devices)'''
** '''Purpose:''' Obtain low-level real-time logs directly from the device when standard USB logging is unavailable or insufficient.
** '''Typical use cases:'''
*** Device freezes or unexpected reboots
*** Communication failures
*** Firmware-level investigations
*** Advanced engineering analysis
** '''Link:''' [[How to capture direct log from FM device?]]

=== Workflow 3: Support Escalation Preparation ===
''Complete this workflow before submitting a Helpdesk query, validation request, or bug report.''

* '''Collect Required Debug Information'''
** '''Purpose:''' Gather all mandatory files and technical information required for effective issue investigation.
** '''Required items may include:'''
*** Configuration files (.cfg)
*** Device logs
*** Firmware version
*** Device serial number or IMEI
*** Issue reproduction details
** '''Link:''' [[What debug information should be collected?]]

* '''Prepare the Issue Description'''
** '''Purpose:''' Create a clear and structured technical description that enables faster analysis by support and engineering teams.
** '''Include:'''
*** Exact timestamps
*** Expected behavior
*** Actual behavior
*** Reproduction steps
*** Relevant observations
** '''Link:''' [[Recommendations for filling a query description]]

* '''Submit a Helpdesk Query'''
** '''Purpose:''' Ensure the ticket is submitted according to Helpdesk requirements and contains all mandatory information.
** '''Link:''' [[Partner Portal/Helpdesk Query Filling Recommendations]]

[[Category:Troubleshooting]]
[[Category:Logging]]
[[Category:Support]]
[[Category:Debugging]]

← Older revision		Revision as of 09:48, 11 June 2026
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	__TOC__		__TOC__

	== Debugging and Support Guide ==		= Debugging and Support Guide =

	This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.		This page serves as the central entry point for debugging, log collection, and support query preparation across all Teltonika Telematics devices.

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	</pre>		</pre>

	=== Workflow 1: Local Logging and Device Communication (FTx Platform) ===		== Workflow 1: Local Logging and Device Communication (FTx Platform) ==

	''Use this workflow when an FTx device is connected directly to a PC via TCT and requires real-time debugging, terminal communication, or local log inspection using the Terminal tool.''		''Use this workflow when an FTx device is connected directly to a PC via TCT and requires real-time debugging, terminal communication, or local log inspection using the Terminal tool.''

	* '''Setup a Terminal Environment'''		=== '''Setup a Terminal Environment''' ===
	** '''Purpose:''' Use the TCT Terminal tool to establish direct communication with the connected FTx device via Debug or Device ports. This allows engineers to monitor real-time device behavior, retrieve raw debug output, execute serial commands, and perform low-level diagnostics without third-party tools		* '''Purpose:''' Use the TCT Terminal tool to establish direct communication with the connected FTx device via Debug or Device ports. This allows engineers to monitor real-time device behavior, retrieve raw debug output, execute serial commands, and perform low-level diagnostics without third-party tools
	** '''Typical use cases:'''		* '''Typical use cases:'''
	*** Verify device connection and communication via TCT (Debug or Device port).		** Verify device connection and communication via TCT (Debug or Device port).
	*** Monitor real-time debug logs for troubleshooting device behavior.		** Monitor real-time debug logs for troubleshooting device behavior.
	*** Execute terminal commands for diagnostics (e.g. reset, GPS check, record management).		** Execute terminal commands for diagnostics (e.g. reset, GPS check, record management).
	*** Validate firmware behavior and device responses during testing.		** Validate firmware behavior and device responses during testing.
	*** Collect and export raw logs for deeper technical analysis.		** Collect and export raw logs for deeper technical analysis.
	** '''Link:''' [[Terminal]]		* '''Link:''' [[Terminal]]

	~~=== Workflow 2: Advanced Hardware and Vehicle Diagnostics (FMB Platform) ===~~

			== Workflow 2: Advanced Hardware and Vehicle Diagnostics (FMB Platform) ==
	''Use this workflow when advanced troubleshooting is required for FM/FMB devices involving OBD OEM data issues, incorrect vehicle data interpretation, ECU source conflicts, or when deep device-level log analysis is needed.''		''Use this workflow when advanced troubleshooting is required for FM/FMB devices involving OBD OEM data issues, incorrect vehicle data interpretation, ECU source conflicts, or when deep device-level log analysis is needed.''

	* '''Debug Vehicle Data (FMX00X Platforms)'''		=== '''Debug Vehicle Data (FMX00X Platforms)''' ===
	** '''Purpose:''' Perform structured troubleshooting of OBD OEM data acquisition issues by validating vehicle compatibility, triggering OEM data collection, and capturing diagnostic logs from the FMX00X device. This workflow ensures correct identification of issues related to OBD communication, VIN acquisition, and OEM parameter retrieval.		* '''Purpose:''' Perform structured troubleshooting of OBD OEM data acquisition issues by validating vehicle compatibility, triggering OEM data collection, and capturing diagnostic logs from the FMX00X device. This workflow ensures correct identification of issues related to OBD communication, VIN acquisition, and OEM parameter retrieval.
	** '''Typical use cases:'''		* '''Typical use cases:'''
	*** OBD OEM parameters are not read even though the vehicle is listed as supported.		** OBD OEM parameters are not read even though the vehicle is listed as supported.
	*** Missing or incorrect VIN, mileage, fuel level, or battery data (EVs).		** Missing or incorrect VIN, mileage, fuel level, or battery data (EVs).
	*** OEM file is not being acquired after installation or configuration.		** OEM file is not being acquired after installation or configuration.
	*** General OBD communication issues between vehicle and device.		** General OBD communication issues between vehicle and device.
	*** Validation of OBD feature configuration and compatibility issues.		** Validation of OBD feature configuration and compatibility issues.
	** '''Link:''' [[OBD Device Debugging]]		* '''Link:''' [[OBD Device Debugging]]

	* ''' Manual OBD OEM Source Validation '''		=== ''' Manual OBD OEM Source Validation ''' ===
	** '''Purpose:''' Validate and control OEM data sources retrieved from vehicle ECUs by manually identifying, selecting, and locking the correct data source using the obdoemdatasource command. This ensures accurate OEM parameter reporting when multiple ECU sources provide conflicting or incorrect values.		* '''Purpose:''' Validate and control OEM data sources retrieved from vehicle ECUs by manually identifying, selecting, and locking the correct data source using the obdoemdatasource command. This ensures accurate OEM parameter reporting when multiple ECU sources provide conflicting or incorrect values.
	** '''Typical use cases:'''		* '''Typical use cases:'''
	*** OEM parameter values do not match the vehicle dashboard (e.g., mileage, fuel level).		** OEM parameter values do not match the vehicle dashboard (e.g., mileage, fuel level).
	*** Multiple ECU sources provide conflicting data for the same parameter.		** Multiple ECU sources provide conflicting data for the same parameter.
	*** Correct OEM value exists but is not selected automatically by the device.		** Correct OEM value exists but is not selected automatically by the device.
	*** Missing or incorrect telemetry despite supported vehicle compatibility		** Missing or incorrect telemetry despite supported vehicle compatibility
	** '''Link:''' [[OBD Manual OEM Request Validation Instruction]]		* '''Link:''' [[OBD Manual OEM Request Validation Instruction]]

	* '''Capture Direct Device Logs (FM/FMB Devices)'''		=== '''Capture Direct Device Logs (FM/FMB Devices)''' ===
	** '''Purpose:''' Capture internal device logs to analyze real-time or historical system behavior of FM devices. These logs provide detailed diagnostic information used to identify firmware issues, communication failures, sensor anomalies, and configuration-related problems.		* '''Purpose:''' Capture internal device logs to analyze real-time or historical system behavior of FM devices. These logs provide detailed diagnostic information used to identify firmware issues, communication failures, sensor anomalies, and configuration-related problems.

	Logs can be collected via USB connection, FOTA WEB, or Teltonika Configurator depending on device accessibility.		Logs can be collected via USB connection, FOTA WEB, or Teltonika Configurator depending on device accessibility.
	** '''Typical use cases:'''		* '''Typical use cases:'''
	*** Device behavior is abnormal or inconsistent.		** Device behavior is abnormal or inconsistent.
	*** Connectivity issues (GSM/GPRS/SMS).		** Connectivity issues (GSM/GPRS/SMS).
	*** GNSS/GPS accuracy or positioning problems.		** GNSS/GPS accuracy or positioning problems.
	*** CAN / OBD data inconsistencies.		** CAN / OBD data inconsistencies.
	*** Sensor-related issues (accelerometer, BLE, 1-wire).		** Sensor-related issues (accelerometer, BLE, 1-wire).
	*** DOUT or immobilizer control issues.		** DOUT or immobilizer control issues.
	*** Time synchronization or firmware execution anomalies.		** Time synchronization or firmware execution anomalies.
	** '''Link:''' [[How to capture direct log from FM device?]]		* '''Link:''' [[How to capture direct log from FM device?]]

	~~=== Workflow 3: Support Escalation Preparation ===~~

			== Workflow 3: Support Escalation Preparation ==
	''Complete this workflow before submitting a Helpdesk query, validation request, or bug report.''		''Complete this workflow before submitting a Helpdesk query, validation request, or bug report.''

	* '''Collect Required Debug Information'''		=== '''Collect Required Debug Information''' ===
	** '''Purpose:''' Gather all mandatory files and technical information required for effective issue investigation.		* '''Purpose:''' Gather all mandatory files and technical information required for effective issue investigation.
	** '''Required items may include:'''		* '''Required items may include:'''
	*** Configuration files, such as .cfg files		** Configuration files, such as .cfg files
	*** Device logs		** Device logs
	*** Firmware version		** Firmware version
	*** Device serial number or IMEI		** Device serial number or IMEI
	*** Issue reproduction details		** Issue reproduction details
	** '''Link:''' [[What debug information should be collected?]]		* '''Link:''' [[What debug information should be collected?]]

	* '''Prepare the Issue Description'''		=== '''Prepare the Issue Description''' ===
	** '''Purpose:''' Create a clear and structured technical description that enables faster analysis by support and engineering teams.		* '''Purpose:''' Create a clear and structured technical description that enables faster analysis by support and engineering teams.
	** '''Include:'''		* '''Include:'''
	*** Exact timestamps		** Exact timestamps
	*** Expected behavior		** Expected behavior
	*** Actual behavior		** Actual behavior
	*** Reproduction steps		** Reproduction steps
	*** Relevant observations		** Relevant observations
	** '''Link:''' [[Recommendations for filling a query description]]		* '''Link:''' [[Recommendations for filling a query description]]

	* '''Submit a Helpdesk Query'''		* '''Submit a Helpdesk Query'''