What debug information should be collected?
1.Gather information amount the issue, what is the Device model, Configuration, Firmware/Configurator Versions:
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
Provide IMEI and GSM number of 1-3 devices with the issue
This will provide us with essential information, needed to start solving the issue.
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.
The number of devices and type of the issue will help us to evaluate the priority and understand the situation better.
3. Provide additional 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: e.g. static navigation was disabled via setparam command to see if the device filters out the positions.
The logs allow the engineers to provide you with initial insights into your issue with first response.
How to get Debug Information
Configuration Configuration can be downloaded directly from device through FOTA WEB, FOTA or Configurator).
Status information SMS/GPRS commands such as getinfo getver getstatus getgps can be used to provide valuable information.
How to repeat conditions For example: 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 Maintenance tab or via Terminal.
Dump files You have to make sure to take them from Configurator Maintenance tab or FOTA WEB after issue happened. And take them not more than 2 or 3 hours after the issue or device will log over them.
Useful links FAQ
Returning devices for repair (RMA)
FMB SMS/GPRS command list
FMB parameter list
Protocols
Scenarios
Troubleshooting devices that stopped sending data
Troubleshooting CAN adapters
