Searching: service report - 29 Results Found

VTrak Ex30 How do I save a system Service Report on the VTrak Ex30?
Ken Chou posted this 13 August 2012

If there is ever an issue with your VTrak Ex30 family product, if possible, please save a system Service Report before restarting your VTrak.

To Save the system Service Report:

1. Please log into WebPAM PROe.

2. Click on the Save Service Report link at the top of the VTrak's WebPAM PROe management window.

WebPAM PROe

3. The VTrak will generate the system Service Report. Depending on your browser's configuration, you may be prompted where to save the file, or the file may be automatically saved to your downloads folder.

WebPAM PROe

3. If the report is saved in your downloads folder, please navigate to your download folder to find the ServiceRerport file. Please note this file is password protected for security. Be sure to provide the full .zip archive file to support for any service.

WebPAM PROe

Thunderbolt™ Pegasus Family Pegasus Information Requirements when Contacting Technical Support
Ken Chou posted this 28 October 2011 - Last edited 16 November 2016

 Prior to calling Promise Technical Support for any Pegasus related problems, please capture and prepare the Service Report:

  • Open the Promise Utility, click on Subsystem Information, then unlock the padlock, and then click Save Service Report. 

  • If this is successful, then it will open a new window for you to choose a folder to save the report. After that, you may use Finder to see that the file has been created in the folder.

    If it is unable to save the Service Report, you can manually gather information using the method below.
  • Open the Mac OS Terminal session: In Finder, go to Applications, then open Utilities, then open Terminal.

  • At the "$" prompt, type promiseutil and press Enter. If Promise Utility is installed, this command will change the prompt to "CLIIB>". 

  • At the "CLIIB>" prompt, type each of the following commands on their own line, pressing Enter after each one:
subsys -v
enclosure -v
ctrl -v
phydrv -v
array -v
logdrv -v
checktable -l 0
event
event -l nvram
 
Once that is done, then in the Applications folder, open TextEdit, and from File select New Document. 
Select All from the Terminal window, and Copy the entire terminal session to your clipboard; then, Paste it into the TextEdit document. Finally, Save the TextEdit document as a "Rich Text File".
These logs are vital in assisting Technical Support for resolution of any issues.

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