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What debug information should be collected? (view source)
Revision as of 14:05, 8 May 2020
, 14:05, 8 May 2020→Steps
Dump files - Provide files that the device logged automatically. You have to make sure to take them from FOTA WEB or Configurator
Dump files - Provide files that the device logged automatically. You have to make sure to take them from FOTA WEB or Configurator
'''*If you cannot gather information from one of the steps, they can be skipped however inform the engineer in the query'''<br />
'''*If you cannot gather information from one of the steps, they can be skipped however inform the engineer in the query'''<br />
{| class="wikitable"
{| class="nd-othertables_2" style="width:100%;"
|'''Information'''
! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''Information'''
|'''How to get it'''
! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''How to get it'''
|'''Why we need it'''
! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''Why we need it'''
|'''Example'''
! rowspan="1" style="width:10%; border-bottom: 2px solid #0054A6; vertical-align: middle; text-align: center;" |'''Example'''
|-
|-
|'''Device information'''
|'''Device information'''
|This information has to be gathered from your platform or your system which monitors devices
| style="vertical-align: middle; text-align: center;" |This information has to be gathered from your platform or your system which monitors devices
|It will help to understand the scale of the issue and also find the cause more quickly by finding the connection between affected devices.
| style="vertical-align: middle; text-align: center;" |It will help to understand the scale of the issue and also find the cause more quickly by finding the connection between affected devices.
|Number and model of affected device: 2 devices of FMB001
| style="vertical-align: middle; text-align: center;" |Number and model of affected device: 2 devices of FMB001
|-
|-
|'''Firmware version'''
| style="vertical-align: middle; text-align: center;" |'''Firmware version'''
|[[FMB getver|SMS command]]
| style="vertical-align: middle; text-align: center;" |[[FMB getver|SMS command]]
| style="vertical-align: middle; text-align: center;" |[FMB920 Status info|Configurator]]
[[Devices|FOTA WEB]]
[[Devices|FOTA WEB]]
|The firmware version will allow us to analyze if the said issue was not already fixed in a newer firmware version,
| style="vertical-align: middle; text-align: center;" |The firmware version will allow us to analyze if the said issue was not already fixed in a newer firmware version,
Firmware: 03.25.15.Rev.05
03.25.15.Rev.05
|-
|-
|'''Configuration'''
| style="vertical-align: middle; text-align: center;" |'''Configuration'''
|Configuration can be downloaded directly from device through FOTA WEB, FOTA or [[Teltonika Configurator|Configurator]]).
| style="vertical-align: middle; text-align: center;" |Configuration can be downloaded directly from device through FOTA WEB, FOTA or [[Teltonika Configurator|Configurator]]).
<br />
<br />
|The configuration used on the device allows us to analyze if the issue is not caused by improperly configured settings or features.
| style="vertical-align: middle; text-align: center;" |The configuration used on the device allows us to analyze if the issue is not caused by improperly configured settings or features.
|Attach the device configuration to Query.
| style="vertical-align: middle; text-align: center;" |Attach the device configuration to Query.
|-
|-
|'''How to repeat'''
| style="vertical-align: middle; text-align: center;" |'''How to repeat'''
|Monitor the devices on the server and provide information, under which conditions issue occurs.
| style="vertical-align: middle; text-align: center;" |Monitor the devices on the server and provide information, under which conditions issue occurs.
|It will help the engineer better understand the conditions and how to repeat it personally, which will lead to a faster solution.
| style="vertical-align: middle; text-align: center;" |It will help the engineer better understand the conditions and how to repeat it personally, which will lead to a faster solution.
|Device goes into Deep Sleep, when device wakes up from Accelerometer, event (Movement AVL I/O ID 240) is not sent to server.
| style="vertical-align: middle; text-align: center;" |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'''
| style="vertical-align: middle; text-align: center;" |'''Log files'''
|They can be taken via the Configurator [[FMB920 Status info#Maintenance|Maintenance tab]] or via Terminal.
| style="vertical-align: middle; text-align: center;" |They can be taken via the Configurator [[FMB920 Status info#Maintenance|Maintenance tab]] or via Terminal.
|The logs allow the engineers to provide you with initial insights into your issue with first response.
| style="vertical-align: middle; text-align: center;" |The logs allow the engineers to provide you with initial insights into your issue with first response.
|Attach the taken Log file to Query.
| style="vertical-align: middle; text-align: center;" |Attach the taken Log file to Query.
|-
|-
|'''Dump files'''
| style="vertical-align: middle; text-align: center;" |'''Dump files'''
|You have to make sure to take them from [[FMB920 Status info#Maintenance|Configurator Maintenance tab]] or FOTA WEB after issue happened. '''And take them not more than 2 or 3 hours after the issue otherwise device overwrites those files.'''
| style="vertical-align: middle; text-align: center;" |You have to make sure to take them from [[FMB920 Status info#Maintenance|Configurator Maintenance tab]] or FOTA WEB after issue happened. '''And take them not more than 2 or 3 hours after the issue otherwise device overwrites those files.'''
|The dump files allow the engineers to provide you with initial insights into your issue with first response.
| style="vertical-align: middle; text-align: center;" |The dump files allow the engineers to provide you with initial insights into your issue with first response.
|Attach the taken Dump files from FOTA WEB or Configurator to Query.
| style="vertical-align: middle; text-align: center;" |Attach the taken Dump files from FOTA WEB or Configurator to Query.
|-
|-
|'''Status information'''
| style="vertical-align: middle; text-align: center;" |'''Status information'''
|SMS/GPRS commands such as
| style="vertical-align: middle; text-align: center;" |SMS/GPRS commands such as
[[FMB getinfo|''getinfo'']] [[FMB getver|''getver'']] [[FMB getstatus|''getstatus'']] [[FMB getgps|''getgps'']] can be used to provide valuable information.
[[FMB getinfo|''getinfo'']] [[FMB getver|''getver'']] [[FMB getstatus|''getstatus'']] [[FMB getgps|''getgps'']] can be used to provide valuable information.
|Depending on the issue, Status information will allow us to analyze the issue more quickly and possibly provide a solution immediately.
| style="vertical-align: middle; text-align: center;" |Depending on the issue, Status information will allow us to analyze the issue more quickly and possibly provide a solution immediately.
|SMS responses to [[FMB getver|''getver'']] from device:
| style="vertical-align: middle; text-align: center;" |SMS responses to [[FMB getver|''getver'']] from device:
Ver:02.00.01_06 GPS:AXN_3.80_3333_16070400,0000,, Hw:FMB120 Mod:4 IMEI:352094082042885 Init: 2017-6-16 5:54 Uptime: 16574 MAC:002E43912EF7 SPC:0(0) AXL:0 OBD:0 BL:1.6 BT:4
Ver:02.00.01_06 GPS:AXN_3.80_3333_16070400,0000,, Hw:FMB120 Mod:4 IMEI:352094082042885 Init: 2017-6-16 5:54 Uptime: 16574 MAC:002E43912EF7 SPC:0(0) AXL:0 OBD:0 BL:1.6 BT:4