Difference between revisions of "What debug information should be collected?"

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__TOC__
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==='''Introduction'''===
  
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=='''<big>Introduction</big>'''==
 
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<big>Efficiency is the ability to avoid wasting materials, energy, efforts, money, and time in doing something or in producing a desired result. Technical support department desired result is a resolved query, which leads to Your satisfaction.</big>
 
  
  
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<big>This guide will walk you through the process what information helps answer queries more efficiently and accelerate the process of solving any questions you might have. Time will not be spent in search of details required to solve a query and this way You will save from 2 to 3 days of time.</big>
+
<big>This is a guide ment for technicians looking to optimize their work.</big>
  
 +
<big>Read it carefully if you want to learn what troubleshooting information you should consider getting about/from our devices before registering an issue with our technical support team.</big>
  
−
<big>In the next page you can find a table with needed information in Query and instructions on how to gather that information.</big>
+
<big>Below you will also find a guide of how to get this information quickly and what you should consider.</big>
 +
 
 +
 
 +
==='''Essiantial information'''===
 +
''The following will provide us with the minimum information, needed to start solving the issue:''
 +
 
 +
====What is the Device model====
 +
====Configuration====
 +
====Firmware/Configurator Versions====
 +
 
 +
 
 +
''Example''
 +
 
 +
'''Device:''' FMB0X0/FMB1XY/FMB920/FMB640 etc.;
 +
 
 +
'''Configuration:''' Attach configuration file
 +
 
 +
'''Firmware version:''' 03.XX.YY.Rev.ZZ,
 +
 
 +
'''Status information:''' responses to relevant SMS/GPRS commands
 +
 
 +
'''IMEI and GSM numbers:''' See file attached
 +
 
 +
 
 +
When dealing with issues inside the configurator software:
 +
 
 +
'''Configurator version:''' Teltonika.Configurator_1.XX.YY.ZZZZZ
  
 
<br />
 
<br />
−
=Steps=
 
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'''1. Gather information about the issue, what is the Device model, Configuration, Firmware/Configurator'''
 
  
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Device: FMB0X0/FMB1XY/FMB920/FMB640 etc.;
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==='''Conditional information'''===
 +
''The number of devices will help us to evaluate/assign the priority of the case while type of the issue and understand the situation better and select the best course of action for solving it. '''Conditional information is consisted of:'''''
 +
 
 +
====Number of devices====
 +
====Type of the issue/How often the issue repeats====
 +
 
  
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Configuration: Attach configuration file
+
Explanation
  
−
Firmware version: 03.XX.YY.Rev.ZZ
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'''Repeating:''' Often/Randomly/Everyday/There is a pattern/Under certain conditions;
  
−
Status information: responses to relevant SMS/GPRS commands
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If the Repeating is specified as “There is a pattern/Under certain conditions” – write on how to repeat the pattern/conditions.
  
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'''Provide IMEI and GSM number of 1-3 devices with the issue'''
 
  
 +
''Example''
  
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'''2. Specify the number of devices and how often the issue repeats'''
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'''Number of devices:''' We have received new shipment of 1,000 pcs, and 1 of them is behaving strangely.
  
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Repeating: Often/Randomly/Everyday/There is a pattern/Under certain conditions;
+
'''Type of issue:''' Repeats under certain conditions - device goes into Deep Sleep, when device wakes up from Accelerometer, event (Movement AVL I/O ID 240) is not sent to server.
  
−
'''If the Repeating is specified as “Under certain conditions”–write on how to repeat those conditions'''
+
<br />
  
 +
==='''Provide additional information'''===
 +
''The log/DUMP files allow the engineers to provide you with initial '''insights into your issue with the first response.''' Invest few minutes of your time to get the log/DUMP files containing the issue to have the solution ASAP. '''Additional information is consisted of:'''''
  
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'''3. Provide additional information'''
+
====DUMP/LOG files====
 +
====Raw server data====
 +
====Other relevant information====
  
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Log files - Provide live information when the issue is happening. They can be taken via the Configurator.
 
  
−
Dump files - Provide files that the device logged automatically. You have to make sure to take them from FOTA WEB or Configurator
+
'''Log files''' - Provide live information when the issue is happening.
  
 +
'''Dump files''' - Provide files that the device logged automatically.
  
−
'''*If you cannot gather information from one of the steps, they can be skipped however inform the engineer in the query'''
+
'''Attach relevant server data''' (RAW data in Hex preferred), you should also specify the exact time when the issue in data can be seen (For example: 2020.02.24 10:00 AM GMT +0 until 2020.02.24 13:00 PM GMT +0).
  
−
<br />
+
'''Specify what has been done to try and fix the issue''':
−
{| class="nd-othertables_2" style="width:100%;"
 
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! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''Information'''
 
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! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''How to get it'''
 
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! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''Why we need it'''
 
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! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''Example'''
 
−
|-
 
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| style="vertical-align: middle; text-align: center;" |'''Device information'''
 
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| style="vertical-align: middle; text-align: center;" |This information has to be gathered from your  platform or your system which monitors devices
 
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| style="vertical-align: middle; text-align: center;" |It will help to understand the scale of the issue and also find the cause more quickly by finding the connection between  affected devices.
 
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| style="vertical-align: middle; text-align: center;" |Number  and model of affected device: 2 devices of FMB001
 
−
|-
 
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| style="vertical-align: middle; text-align: center;" |'''Firmware version'''
 
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| style="vertical-align: middle; text-align: center;" |[[FMB getver|SMS command]]
 
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[[FMB920 Status info|Configurator]]
 
  
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[[Devices|FOTA WEB]]
 
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| style="vertical-align: middle; text-align: center;" |The firmware version will allow us to analyze if the  said issue was not already fixed in a newer firmware version,
 
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| style="vertical-align: middle; text-align: center;" |Firmware: 03.25.15.Rev.05
 
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|-
 
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| style="vertical-align: middle; text-align: center;" |'''Configuration'''
 
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| style="vertical-align: middle; text-align: center;" |Configuration can be downloaded directly from device  through FOTA WEB, FOTA or [[Teltonika Configurator|Configurator]].
 
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<br />
 
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| style="vertical-align: middle; text-align: center;" |The configuration used on the device allows us to  analyze if the issue is not caused by improperly configured settings or  features.
 
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| style="vertical-align: middle; text-align: center;" |Attach the device configuration to Query.
 
−
|-
 
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| style="vertical-align: middle; text-align: center;" |'''How to repeat'''
 
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| style="vertical-align: middle; text-align: center;" |Monitor the devices on the server and provide  information, under which conditions issue occurs.
 
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| style="vertical-align: middle; text-align: center;" |It will help the engineer better understand the  conditions and how to repeat it personally, which will lead to a faster  solution.
 
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| style="vertical-align: middle; text-align: center;" |Device goes into Deep Sleep, when device wakes up  from Accelerometer, event (Movement AVL I/O ID 240) is not sent to server.
 
−
|-
 
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| style="vertical-align: middle; text-align: center;" |'''Log files'''
 
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| style="vertical-align: middle; text-align: center;" |They can be taken  via the Configurator [[FMB920 Status info#Maintenance|Maintenance tab]] or via Terminal.
 
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| style="vertical-align: middle; text-align: center;" |The logs allow  the engineers to provide you with initial insights into your issue with first  response.
 
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| style="vertical-align: middle; text-align: center;" |Attach the taken Log file to Query.
 
−
|-
 
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| style="vertical-align: middle; text-align: center;" |'''Dump files'''
 
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| style="vertical-align: middle; text-align: center;" |You have to make sure to take them from [[FMB920 Status info#Maintenance|Configurator Maintenance tab]] or FOTA WEB after issue happened. '''And take them  not more than 2 or 3 hours after the issue otherwise device overwrites those  files.'''
 
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| style="vertical-align: middle; text-align: center;" |The dump files  allow the engineers to provide you with initial insights into your issue with  first response.
 
−
| style="vertical-align: middle; text-align: center;" |Attach the taken Dump files from FOTA WEB or  Configurator to Query.
 
−
|-
 
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| style="vertical-align: middle; text-align: center;" |'''Status information'''
 
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| style="vertical-align: middle; text-align: center;" |SMS/GPRS commands such as
 
  
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[[FMB getinfo|''getinfo'']] [[FMB getver|''getver'']] [[FMB getstatus|''getstatus'']] [[FMB getgps|''getgps'']] can be used to provide valuable information.
+
''Example''
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| style="vertical-align: middle; text-align: center;" |Depending on the issue, Status information will  allow us to analyze the issue more quickly and possibly provide a solution  immediately.
 
−
| style="vertical-align: middle; text-align: center;" |SMS responses to [[FMB getver|''getver'']] from device:
 
  
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Ver:02.00.01_06 GPS:AXN_3.80_3333_16070400,0000,, Hw:FMB120  Mod:4 IMEI:352094082042885 Init: 2017-6-16 5:54 Uptime: 16574  MAC:002E43912EF7 SPC:0(0) AXL:0 OBD:0 BL:1.6 BT:4
+
Please find logs and server data attached. We have tried to disable static navigation via setparam command to see if the device filters out the positions due to incorrect ignition, we will investigate if it helped.  
−
<br />
 
−
|}
 
  
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=='''How to get Debug Information'''==
 
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Follow these quick steps to get all the necessary debug information in just over 10 minutes.
 
  
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If you correctly perform all the steps and describe the issue clearly there is a high chance that we can solve it on our first reply. [[File:taking logs cfg and dumps.gif|center]]
 
  
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1. Open up your device via configurator and go to Status -> Maintenance window
 
  
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2. Click "Dump" to take the information from the device containing logs from the past that device made automatically. If the issue happened 2-3 hours ago we will see it in these files.  
+
==How to get Debug Information==
 +
[[File:taking logs cfg and dumps.gif|center]]
  
−
Note 2.1: If the device is installed in a vehicle and deployed in the field you can use FOTA WEB to download these files remotely.
+
Follow these quick steps to all necesssary debug information in just over 10 minutes
  
−
3. If you want to repeat the issue now, you can use logging functionality accessed in the same window. Just start logging by clicking "Log" replicate the issue and when the log ends to attach it to the query. When logs are made they export your current configuration as well.
+
1.Open up your device via configurator and go to Status -> Maitenance window
  
−
Note 3.1: For example, you should send SMS during the logging period if you claim that your device is not receiving SMS.
+
2.Click Dump files to take the information from the device containing logs from the past that device made automatically. If the issue happened 2-3 hours ago we will see it in these files.  
 +
Note: If the device is installed in a vehicle and deplyoed in the field you can use FOTA WEB to download these files remotely.
  
−
Note 3.2: For troubleshooting remote vehicles download DUMP files via FOTA and download them as soon as possible after replicating the issue.
+
3.If you want to repeat the issue now, you can use logging functionality accessed in the same window. Just start logging, replicate the issue and when the log ends attach it to the query. When logs are made they export your current configuration as well.
  
−
4.After the logging is done  "Open directory" button in the configurator to find your DUMP and LOG+CFG files.  
+
Note 3.1: For example you should send SMS during the logging period if you claim that your device is not receiving SMS.
  
−
5. If you have not made a log file in step 3, export your configuration file by using the "Save to file" button.
+
Note 3.2: For troubleshooting remote vehicles download DUMP files via fota and download them as soon as possible after replicating the issue.
  
−
Note 5.1: In the GIF file is save to Documents folder for quick access by pressing the "Open directory" button in the configurator.
+
4.After the logging is done  "Open directory" button in the configurator to find your DUMP and LOG+CFG files.  
  
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=='''Log capturing using terminal'''==
+
5.If you have not made a log file in step 3, export your configuration file by using the "Save to file" button.
−
[[File:Devicemanager COM1.png|right]]
 
  
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<p>All our devices are able to transmit their current state when they are connected to PC using USB cable.
+
Note 5.1:In the GIF file is save to Documents folder for quick access by pressing the "Open directory" button in the configurator.
−
</p><p>Log file is used to detect errors and provide information when device is operating unexpectedly.<br />
 
−
</p><p>Required Terminal application for log capturing can be downloaded here: [https://appdb.winehq.org/objectManager.php?sClass=version&iId=23025 Terminal]
 
−
<br />
 
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</p><p>After connecting device to PC, it creates two ports:
 
−
<br />
 
−
<br />
 
−
<br />
 
−
</p>
 
−
<ul><li><b>USB Debug Port</b> - used for modem trace.</li>
 
−
<li><b>USB Modem Port</b> - used for <b>terminal log</b>.</li></ul>
 
−
<p><br />
 
−
<br />
 
−
<br />
 
−
</p><p>If connected device is not recognized by PC, please install appropriate drivers.<br />
 
−
Download Teltonika COM port driver from the link: [https://wiki.teltonika-gps.com/images/d/d0/TeltonikaCOMDriver.zip COM port driver]
 
−
<br />
 
−
<br />
 
−
</p>
 
−
<table class="wikitable" style="background: #0054A6; color: black; border: 2px #0054A6; border-bottom: 1px solid #0054A6;border-top: 1px solid #0054A6;border-left: 1px solid #0054A6;border-right: 1px solid #0054A6;">
 
−
<caption>
 
−
</caption>
 
−
<td style="width: auto; text-align: left; border: 1px solid #0054A6; border-bottom: 1px solid #0054A6; background: #0054A6; color: white;"><b>NOTE:</b>
 
−
</td>
 
−
<td style="width: auto; text-align: left; border: 1px solid #0054A6; border-bottom: 1px solid #0054A6; background: white;">
 
−
[[File:390px-BaseCOM.png|right]]
 
−
<p><br />
 
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<br /><br /><br />
 
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</p>
 
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<ul><li>Additionally, you can find your port when opening configurator.</li>
 
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<li>Do not forget to leave configurator in first page as shown in the example, because while device configuration page is open, you will not be able to start your logging process.</li></ul>
 
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</td></tr></table>
 
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<p><b>Follow these steps to start log:</b>
 
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</p>
 
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<ul><li>select COM port;</li>
 
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<li>select the baud rate;</li>
 
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<li>handshaking parameters;</li>
 
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<li>click connect and "<b>Start Log</b>" button.</li></ul>
 
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<p>If log is not running, please send .log:1 command (see picture below). Now you are able to monitor all internal processes happening in the device. All logged process is saved in the txt file.<br />
 
−
<b>Note</b>: Send command .log:0 to stop logging.
 
−
</p>
 
−
[[File:Terminal log.png|center]]
 
  
−
=='''Quick links'''==
+
==Quick links==
 
[[Fleet_management_FAQ|FAQ]]
 
[[Fleet_management_FAQ|FAQ]]
  
 
[[FMB_SMS/GPRS_Commands|FMB SMS/GPRS command list]]
 
[[FMB_SMS/GPRS_Commands|FMB SMS/GPRS command list]]
 +
 +
[[FMB_AVL_ID|FMB parameter list]]
  
 
[[Codec|Protocols]]
 
[[Codec|Protocols]]
 +
 +
 +
 

Revision as of 10:57, 9 April 2020

Introduction

This is a guide ment for technicians looking to optimize their work.

Read it carefully if you want to learn what troubleshooting information you should consider getting about/from our devices before registering an issue with our technical support team.

Below you will also find a guide of how to get this information quickly and what you should consider.


Essiantial information

The following will provide us with the minimum information, needed to start solving the issue:

What is the Device model

Configuration

Firmware/Configurator Versions

Example

Device: FMB0X0/FMB1XY/FMB920/FMB640 etc.;

Configuration: Attach configuration file

Firmware version: 03.XX.YY.Rev.ZZ,

Status information: responses to relevant SMS/GPRS commands

IMEI and GSM numbers: See file attached


When dealing with issues inside the configurator software:

Configurator version: Teltonika.Configurator_1.XX.YY.ZZZZZ


Conditional information

The number of devices will help us to evaluate/assign the priority of the case while type of the issue and understand the situation better and select the best course of action for solving it. Conditional information is consisted of:

Number of devices

Type of the issue/How often the issue repeats

Explanation

Repeating: Often/Randomly/Everyday/There is a pattern/Under certain conditions;

If the Repeating is specified as “There is a pattern/Under certain conditions” – write on how to repeat the pattern/conditions.


Example

Number of devices: We have received new shipment of 1,000 pcs, and 1 of them is behaving strangely.

Type of issue: Repeats under certain conditions - device goes into Deep Sleep, when device wakes up from Accelerometer, event (Movement AVL I/O ID 240) is not sent to server.


Provide additional information

The log/DUMP files allow the engineers to provide you with initial insights into your issue with the first response. Invest few minutes of your time to get the log/DUMP files containing the issue to have the solution ASAP. Additional information is consisted of:

DUMP/LOG files

Raw server data

Other relevant information

Log files - Provide live information when the issue is happening.

Dump files - Provide files that the device logged automatically.

Attach relevant server data (RAW data in Hex preferred), you should also specify the exact time when the issue in data can be seen (For example: 2020.02.24 10:00 AM GMT +0 until 2020.02.24 13:00 PM GMT +0).

Specify what has been done to try and fix the issue:


Example

Please find logs and server data attached. We have tried to disable static navigation via setparam command to see if the device filters out the positions due to incorrect ignition, we will investigate if it helped.



How to get Debug Information

Taking logs cfg and dumps.gif

Follow these quick steps to all necesssary debug information in just over 10 minutes

1.Open up your device via configurator and go to Status -> Maitenance window

2.Click Dump files to take the information from the device containing logs from the past that device made automatically. If the issue happened 2-3 hours ago we will see it in these files. Note: If the device is installed in a vehicle and deplyoed in the field you can use FOTA WEB to download these files remotely.

3.If you want to repeat the issue now, you can use logging functionality accessed in the same window. Just start logging, replicate the issue and when the log ends attach it to the query. When logs are made they export your current configuration as well.

Note 3.1: For example you should send SMS during the logging period if you claim that your device is not receiving SMS.

Note 3.2: For troubleshooting remote vehicles download DUMP files via fota and download them as soon as possible after replicating the issue.

4.After the logging is done "Open directory" button in the configurator to find your DUMP and LOG+CFG files.

5.If you have not made a log file in step 3, export your configuration file by using the "Save to file" button.

Note 5.1:In the GIF file is save to Documents folder for quick access by pressing the "Open directory" button in the configurator.

Quick links

FAQ

FMB SMS/GPRS command list

FMB parameter list

Protocols


 

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