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Appendix B.2. Before Contacting Technical Support Take a Diagnostic Capture
When there is a problem on-site that cannot easily be resolved, perform a diagnostic capture before
contacting support so that support can quickly solve the problem. There are two methods for taking
diagnostic captures:
•
FieldServer Toolbox:
This method requires installation of the FS Toolbox program. A FS Toolbox diagnostic capture
takes a snapshot of the loaded configuration files and a log of all the communications on the
serial ports over a specified period of time. If the problem occurs over an Ethernet connection,
then take a Wire Shark capture.
•
Gateway's FS-GUI Page:
This method doesn't require downloading software. The diagnostic capture utilities are embedded
in the FS-GUI web interface. Starting a diagnostic capture takes a snapshot of the loaded
configuration files and a log of all the communications over a specified period of time. This works
for both serial and Ethernet connections.
NOTE: The information in the zipped files contains everything support needs to quickly resolve
problems that occur on-site.
Appendix B.2.1. Using the FieldServer Toolbox
Once the Diagnostic Capture is complete, email it to technical support. The Diagnostic Capture
will accelerate diagnosis of the problem.
NOTE: While all necessary documentation is shipped with the FieldServer on the USB flash drive,
these documents are constantly being updated. Newer versions may be available on the
Sierra Monitor website.
•
Ensure that FieldServer Toolbox is loaded onto the local PC. Otherwise, download the
FieldServer-Toolbox.zip via the Sierra Monitor Resource Center
•
Extract the executable file and complete the installation.
•
Connect a standard Cat-5 Ethernet cable between the PC and QuickServer.
•
Double click on the FS Toolbox Utility.
Figure 14: Ethernet Port Location
Page 23 of 32
QuickServer Start-Up Guide
Software
Downloads.
Ethernet Port
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