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What debug information should be collected? (view source)
Revision as of 11:46, 9 April 2020
, 11:46, 9 April 2020→Introduction
=='''Introduction'''==
=='''Introduction'''==
===This is a guide ment for saving your time.===
===This is a guide ment for technicians looking to optimize their work. ===
===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. ===
===Below you will also find a guide of how to get this information quickly and what you should consider.===
==='''Essiantial information'''===
==='''Essiantial information'''===
''The following will provide us with the minimum information, needed to start solving the issue:''
====What is the Device model, Configuration, Firmware/Configurator Versions:====
====1.1 What is the Device model====
====1.2 Configuration====
====1.3 Firmware/Configurator Versions====
==='''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:'''''
====Number of devices, How often the issue repeats:====
====2.1 Number of devices====
====2.2 Type of the issue/How often the issue repeats====
Explanation
'''Repeating:''' Often/Randomly/Everyday/There is a pattern/Under certain conditions;
'''Repeating:''' Often/Randomly/Everyday/There is a pattern/Under certain conditions;
''Example''
''Example''
'''Number of devices:''' We have received new shipment of 1,000 pcs, and of them behaving strangely.
'''Number of devices:''' We have received 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 - 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'''===
==='''Provide 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. '''Additional information is consisted of:'''''
====DUMP/LOG files, Raw server data, Other relevant information====
====3.1 DUMP/LOG files====
====3.2 Raw server data====
====3.3 Other relevant information====
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.
== Quick links ==
==Quick links==
[[Fleet_management_FAQ|FAQ]]
[[Fleet_management_FAQ|FAQ]]