Changes

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

<big>Below you will also find a guide on how to get this information quickly and what you should consider.</big>

===Conditional information===

===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:'''''

''The number of devices will help us to evaluate/assign the priority of the case while the 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====

====Number of devices====

====Type of the issue/How often the issue repeats:====

====Type of the issue/How often the issue repeats:====

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

'''Repeating:''' Often/Randomly/Every day/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.

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

''Example''

''Example''

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

'''Number of devices:''' We have received a 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.

'''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.

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===Provide Advanced and additional information===

===Provide Advanced and 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. '''Advanced and additional information is consisted of:'''''

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

====DUMP/LOG files====

====DUMP/LOG files====

====Raw server data====

====Raw server data====

RAW data in Hex is 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).

RAW data in Hex is 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).

====Other relevant information====

====Other relevant information====

=='''How to get Debug Information'''==

=='''How to get Debug Information'''==

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

Follow these quick steps to get all the necessary debug information in just over 10 minutes.

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]]

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]]

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

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

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.  

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.  

Note 2.1: If the device is installed in a vehicle and deplyoed in the field you can use FOTA WEB to download these files remotely.

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.

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 attach it to the query. When logs are made they export your current configuration as well.

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 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 3.1: 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.

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