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What debug information should be collected? (view source)

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=='''<big>Introduction</big>'''==
 
=='''<big>Introduction</big>'''==
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<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>
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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>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>
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<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>
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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>
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<big>In the next page you can find a table with needed information in Query and instructions on how to gather that information.</big>
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= Steps =
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<br />
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=Steps=
 
'''1. Gather information about the issue, what is the Device model, Configuration, Firmware/Configurator'''
 
'''1. Gather information about the issue, what is the Device model, Configuration, Firmware/Configurator'''
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Dump files - Provide files that the device logged automatically. You have to make sure to take them from FOTA WEB or Configurator
 
Dump files - Provide files that the device logged automatically. You have to make sure to take them from FOTA WEB or Configurator
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'''*If you cannot gather information from one of the steps, they can be skipped however inform the engineer in the query'''<br />
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{| class="wikitable"
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|'''Information'''
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'''*If you cannot gather information from one of the steps, they can be skipped however inform the engineer in the query'''
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|'''How to get it'''
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|'''Why we need it'''
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<br />
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|'''Example'''
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{| 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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|'''Device information'''
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| style="vertical-align: middle; text-align: center;" |'''Device information'''
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|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;" |This information has to be gathered from your  platform or your system which monitors devices
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|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;" |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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|Number  and model of affected device: 2 devices of FMB001
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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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|'''Firmware version'''
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| style="vertical-align: middle; text-align: center;" |'''Firmware version'''
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|[[FMB getver|SMS command]]
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| style="vertical-align: middle; text-align: center;" |[[FMB getver|SMS command]]
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[[FMB920 Status info|Configurator]]
 
[[FMB920 Status info|Configurator]]
    
[[Devices|FOTA WEB]]
 
[[Devices|FOTA WEB]]
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|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;" |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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|Firmware:  
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| style="vertical-align: middle; text-align: center;" |Firmware: 03.25.15.Rev.05
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03.25.15.Rev.05
   
|-
 
|-
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|'''Configuration'''
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| style="vertical-align: middle; text-align: center;" |'''Configuration'''
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|Configuration can be downloaded directly from device  through FOTA WEB, FOTA or [[Teltonika Configurator|Configurator]]).
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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]].
 
<br />
 
<br />
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|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;" |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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|Attach the device configuration to Query.
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| style="vertical-align: middle; text-align: center;" |Attach the device configuration to Query.
 
|-
 
|-
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|'''How to repeat'''
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| style="vertical-align: middle; text-align: center;" |'''How to repeat'''
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|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;" |Monitor the devices on the server and provide  information, under which conditions issue occurs.
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|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;" |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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|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;" |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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|'''Log files'''
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| style="vertical-align: middle; text-align: center;" |'''Log files'''
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|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;" |They can be taken  via the Configurator [[FMB920 Status info#Maintenance|Maintenance tab]] or via Terminal.
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|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;" |The logs allow  the engineers to provide you with initial insights into your issue with first  response.
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|Attach the taken Log file to Query.
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| style="vertical-align: middle; text-align: center;" |Attach the taken Log file to Query.
 
|-
 
|-
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|'''Dump files'''
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| style="vertical-align: middle; text-align: center;" |'''Dump files'''
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|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;" |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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|The dump files  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;" |The dump files  allow the engineers to provide you with initial insights into your issue with  first response.
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|Attach the taken Dump files from FOTA WEB or  Configurator to Query.
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| style="vertical-align: middle; text-align: center;" |Attach the taken Dump files from FOTA WEB or  Configurator to Query.
 
|-
 
|-
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|'''Status information'''
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| style="vertical-align: middle; text-align: center;" |'''Status information'''
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|SMS/GPRS commands such as  
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| style="vertical-align: middle; text-align: center;" |SMS/GPRS commands such as  
    
[[FMB getinfo|''getinfo'']] [[FMB getver|''getver'']] [[FMB getstatus|''getstatus'']] [[FMB getgps|''getgps'']] can be used to provide valuable information.
 
[[FMB getinfo|''getinfo'']] [[FMB getver|''getver'']] [[FMB getstatus|''getstatus'']] [[FMB getgps|''getgps'']] can be used to provide valuable information.
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|Depending on the issue, Status information will  allow us to analyze the issue more quickly and possibly provide a solution  immediately.
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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.
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|SMS responses to [[FMB getver|''getver'']] from device:
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| style="vertical-align: middle; text-align: center;" |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
 
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
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Note 5.1: In the GIF file is save to Documents folder for quick access by pressing the "Open directory" button in the configurator.
 
Note 5.1: In the GIF file is save to Documents folder for quick access by pressing the "Open directory" button in the configurator.
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=='''Log capturing using terminal'''==
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[[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.
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</p><p>Log file is used to detect errors and provide information when device is operating unexpectedly.<br />
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</p><p>Required Terminal application for log capturing can be downloaded here: [https://appdb.winehq.org/objectManager.php?sClass=version&iId=23025 Terminal]
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<br />
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</p><p>After connecting device to PC, it creates two ports:
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<br />
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<br />
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<br />
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</p>
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<ul><li><b>USB Debug Port</b> - used for modem trace.</li>
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<li><b>USB Modem Port</b> - used for <b>terminal log</b>.</li></ul>
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<p><br />
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<br />
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<br />
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</p><p>If connected device is not recognized by PC, please install appropriate drivers.<br />
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Download Teltonika COM port driver from the link: [https://wiki.teltonika-gps.com/images/d/d0/TeltonikaCOMDriver.zip COM port driver]
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<br />
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<br />
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</p>
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<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;">
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<caption>
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</caption>
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<td style="width: auto; text-align: left; border: 1px solid #0054A6; border-bottom: 1px solid #0054A6; background: #0054A6; color: white;"><b>NOTE:</b>
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</td>
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<td style="width: auto; text-align: left; border: 1px solid #0054A6; border-bottom: 1px solid #0054A6; background: white;">
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[[File:390px-BaseCOM.png|right]]
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<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 />
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<b>Note</b>: Send command .log:0 to stop logging.
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</p>
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[[File:Terminal log.png|center]]
    
=='''Quick links'''==
 
=='''Quick links'''==
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[[FMB_SMS/GPRS_Commands|FMB SMS/GPRS command list]]
 
[[FMB_SMS/GPRS_Commands|FMB SMS/GPRS command list]]
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[[FMB_AVL_ID|FMB parameter list]]
      
[[Codec|Protocols]]
 
[[Codec|Protocols]]
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Retrieved from "https://wiki.teltonika-gps.com/view/Special:MobileDiff/57759...80209"

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