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What debug information should be collected? (view source)
Revision as of 10:23, 6 May 2020
, 10:23, 6 May 2020→Introduction
=='''<big>Introduction</big>'''==
=='''<big>Introduction</big>'''==
<big>This is a guide meant for customers looking to optimize their work.</big>
<big>This is a guide meant to understand what information helps engineers answer queries more quickly and hasten the process of solving any questions you might have.</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>Query solving can be compared to doing a jigsaw puzzle. The most important thing to complete a jigsaw puzzle is that all of the parts have to be present. Queries work in a similar way, if our technical support engineer receives all the parts of the puzzle – a solution or answer will be provided faster. This way you will save from 2 to 3 days of time when the engineer has to specify the details instead of analyzing it at once</big>
<big>Below you will also find a guide on how to get this information quickly and what you should consider.</big>
<big>Below you can find a table with information that is needed for a Query and why the information is needed for engineers. In the table there are specifications on how to gather those details from devices.</big>
====Configuration file====
= Steps =
'''1. Gather information about the issue, what is the Device model, Configuration, Firmware/Configurator'''
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
'''Firmware version:''' 03.XX.YY.Rev.ZZ,
'''Provide IMEI and GSM number of 1-3 devices with the issue'''
'''IMEI and GSM numbers:''' See file attached
'''2. Specify the number of devices and how often the issue repeats'''
Repeating: Often/Randomly/Everyday/There is a pattern/Under certain conditions;
'''If the Repeating is specified as “Under certain conditions”–write on how to repeat those conditions'''
'''3. Provide additional information'''
Log files - Provide live information when the issue is happening. They can be taken via the Configurator.
====Number of devices====
Dump files - Provide files that the device logged automatically. You have to make sure to take them from FOTA WEB or Configurator
'''*If you cannot gather information from one of the steps, they can be skipped however inform the engineer in the query'''<br />
'''Repeating:''' Often/Randomly/Every day/There is a pattern/Under certain conditions;
{| class="wikitable"
|'''Information'''
|'''How to get it'''
|'''Why we need it'''
|'''Example'''
|-
|'''Device information'''
|This information has to be gathered from your platform or your system which monitors devices
|It will help to understand the scale of the issue and also find the cause more quickly by finding the connection between affected devices.
|Number and model of affected device: 2 devices of FMB001
|-
|'''Firmware version'''
|[[FMB getver|SMS command]]
[[FMB920 Status info|Configurator]]
[[Devices|FOTA WEB]]
|The firmware version will allow us to analyze if the said issue was not already fixed in a newer firmware version,
|Firmware:
''Example''
03.25.15.Rev.05
|-
'''Number of devices:''' We have received a new shipment of 1,000 pcs, and 1 of them is behaving strangely.
|'''Configuration'''
|Configuration can be downloaded directly from device through FOTA WEB, FOTA or [[Teltonika Configurator|Configurator]]).
<br />
|The configuration used on the device allows us to analyze if the issue is not caused by improperly configured settings or features.
|Attach the device configuration to Query.
|-
|'''How to repeat'''
|Monitor the devices on the server and provide information, under which conditions issue occurs.
|It will help the engineer better understand the conditions and how to repeat it personally, which will lead to a faster solution.
|Device goes into Deep Sleep, when device wakes up from Accelerometer, event (Movement AVL I/O ID 240) is not sent to server.
|-
|'''Log files'''
|They can be taken via the Configurator [[FMB920 Status info#Maintenance|Maintenance tab]] or via Terminal.
|The logs allow the engineers to provide you with initial insights into your issue with first response.
|Attach the taken Log file to Query.
|-
|'''Dump files'''
|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.'''
|The dump files allow the engineers to provide you with initial insights into your issue with first response.
|Attach the taken Dump files from FOTA WEB or Configurator to Query.
|-
|'''Status information'''
|SMS/GPRS commands such as
'''Type of issue:''' Repeats under certain conditions - the device goes into Deep Sleep when the device wakes up from Accelerometer, event (Movement AVL I/O ID 240) is not sent to the server.
[[FMB getinfo|''getinfo'']] [[FMB getver|''getver'']] [[FMB getstatus|''getstatus'']] [[FMB getgps|''getgps'']] can be used to provide valuable information.
|Depending on the issue, Status information will allow us to analyze the issue more quickly and possibly provide a solution immediately.
|SMS responses to [[FMB getver|''getver'']] from device:
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
<br />
<br />
|}
=='''How to get Debug Information'''==
=='''How to get Debug Information'''==
