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