Diagnostic logs are kept while a device is currently running, and the logs record a variety of information such as when a stream was started or stopped, or when changes were made to settings.
These logs are sometimes requested by the support team to see the current device configuration or to aid in diagnosing an issue that is being experienced. Although the logs may not always show the specific cause of the issue, they can give useful information.
The diagnostic report containing these logs is saved in an encrypted format that is unable to be viewed by customers and must be sent to Teradek for examination.
When to capture a diagnostic report
Diagnostic logs are only available while the device is powered on, and will only contain information from that current powered-on session, so it's important to download the logs after an issue is experienced but before the device loses power.
If the unit is rebooted or powered off, the logs from that last session are unable to be saved.
How to download the diagnostic report
1. Access the Serv Pro's Web UI with the instructions from this article.
2. Select System > System Diagnostics > Download Diagnostic Report.
3. After several minutes your web browser will prompt you to save the file; your browser may automatically save this file to your default download location.
4. The diagnostic report is saved in an encrypted format with a .bin file extension. If you wish to rename the file, do not change anything in the original file name, but you can add to the file name just before the ".bin" extension as in the below examples:
Original file name:
- Teradek_Serv Pro_00A4A3123456.bin
- Teradek_Serv Pro_00A4A3123456(1).bin
Renamed file name:
- Teradek_Serv Pro_00A4A3123456_test_result_01.bin
- Teradek_Serv Pro_00A4A3123456_test_result_02.bin
NOTE: some operating systems such as macOS may treat this .bin file as an archive and try to decompress it if the file is selected, so be sure to send the original .bin file and not any subsequent files created by the operating system.
5. Once the diagnostic report is ready, send it to the support team for examination. If multiple logs are being provided, indicate which log file name corresponds to a specific error or test.