How to Generate System Diagnostic Data on RobustOS

Overview

Robustel device deployments may require generating RobustOS system diagnostic data when a fault requires deeper analysis by Robustel technical support. The steps below show how to reproduce the problem, collect the diagnostic package and preserve data across reboot when needed. In practice, diagnostic data is most useful when it covers the actual fault window and is paired with a clear problem description.

Steps

1. Reproduce the problem

Please try to reproduce the problem as much as possible. If you cannot reproduce it, please save the scene where the problem occurred and proceed to step 2.

2. Generate diagnostic data

Navigate to WEBGUI - System - Debug - System Diagnostic Data - Generate. Please send the generated diagnostic data to technical support support@robustel.com

Note: The diagnostic data is encrypted due to a security concern.

Important

Analyzing device operation logs is a key troubleshooting tool, so effective troubleshooting relies on complete system operation logs. To ensure complete logs are available, please distinguish between two possible scenarios.

First, the device may reboot during the problem. Logs are saved to system RAM by default, which is temporary and will be cleared after the device reboots. In this case, please enable "Save to NVM" in WEBUI - Service - Syslog - Save position - NVM. Logs will be permanently saved to flash memory, even after the device reboots.

Note: Flash memory is limited, so please try to record device operation logs as soon as possible when the problem occurs.

Second, if you can be sure the device will not reboot when the problem occurs, logs can be stored in RAM by default, as is.

Conclusion

The workflow for generating RobustOS system diagnostic data on a Robustel device should be considered complete only when the encrypted diagnostic package is generated successfully after the issue has been reproduced. This gives support engineers a consistent snapshot of device status and logs.