What debug information should be collected?
Introduction
This is a guide ment for saving your time.
Read it if you want to know what troubleshooting you should get before registering an issue with our technicians.
Essiantial information
What is the Device model, Configuration, Firmware/Configurator Versions:
The following will provide us with the minimum information, needed to start solving the issue:
Example
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
IMEI and GSM numbers: See file attached
When dealing with issues inside the configurator software:
Configurator version: Teltonika.Configurator_1.XX.YY.ZZZZZ
Conditional information
Number of devices, How often the issue repeats:
The number of devices and type of the issue will help us to evaluate the priority and understand the situation better.
Repeating: Often/Randomly/Everyday/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.
Example
Number of devices: We have received new shipment of 1,000 pcs, and of them 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.
Provide additional information
DUMP/LOG files, Raw server data, Other relevant information
The logs allow the engineers to provide you with initial insights into your issue with the first response.
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:
Example
Please find logs and server data attached. We have tried to disable static navigation via setparam command to see if the device filters out the positions due to incorrect ignition, we will investigate if it helped.
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
