Support; Support Functions; Reporting An Error; Finding The Emma Log File - Sony Emma User Manual

Emma User Guide

Support

Support Functions

Where to turn for support support and error handling in Emma.
Support function
QueWeb.
CS-Applications Support.

Reporting an Error

If it is impossible to fix the problem or if something is obviously wrong you can send
in an error report.
1. Close Emma.
2. Disconnect all connectors that you do not use. (This is to minimize the size of
the log file.)
3. Remove the battery from the phone and reinsert it. Make sure that the battery is
fully charged.
4. Delete old logs.
5. Start Emma.
6. Change the settings for the log file to Full logging.
7. Reproduce the error, run the service on the phone until you get the error you
want to report.
8. Close Emma. This is important or the log will be incomplete.
9. Go to http://software.sonymobile.com/emma
10. Under "Support", click "Make a support request".
11. Here you can find the support function that is suited for you.
12. Describe the fault as detailed as possible and add screenshots.
13. Send in the error report and a copy of the log file.

Finding the Emma Log File

If you want to send in an error report you must include the Emma log file.
You can find the Emma log file in your computer in the Emma installation directory,
usually: C:\Program Files\Sony Mobile\Emma\log\emma<username><starttime>.cry.

Emma Log Level

The Emma log is used for troubleshooting.
Errands
• Missing or incorrect software.
• When the upgrade/service run in
Emma is OK, but there is problem
with the phone afterwards.
• For all other problems with Emma
not handled in QueWeb.
.
32