Changes

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]]

[[FMB920 Status info|Configurator]]

| 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:  

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