Customer Care might direct you to download and forward debug logs while attempting to troubleshoot an open ticket.

  1. Download the monitoring point configuration package from here.
  2. Extract its contents to the root of an empty, fat32-formatted usb stick.
  3. Edit the autorun.sh file:
    1. Search for the heading ‘appliance debugging’.
    2. Uncomment the line # ./scripts/debugRetrieval.sh, by removing the leading ‘#’.
    3. Save the change.
  4. Power on the monitoring point, wait until it is fully booted, and then insert the usb stick. The monitoring point will run autorun.sh and save debugging information back to the usb. The monitoring point gives you feedback as it recognizes the drive and runs the script.
  5. Wait for the monitoring point to return to ready, which should be < 1 minute, and then remove the usb.
  6. Save all of the contents on the usb to a .zip file, and email it to Customer Care, referencing your case number.