Information Required By Tac - ASCOM Myco 3 Troubleshooting Manual

About This Document
• Have read other documents related to the installation, for example WLAN, or Cellular specification and
documents pertaining to the interoperability of the handset with the WLAN, or Cellular infrastructure.
1.3

Information Required by TAC

If an issue remains unresolved and a request needs to be opened with the Technical Assistance Centre
(TAC) team, different types of information and logs should be forwarded with regards to the area of
investigation.
Presented in the current section information includes but is not limited to the data required by TAC.
Additional information might be requested.
• The handset model.
• The handset software version (Firmware and Ascom Experience versions). For the details on the device
information, please refer to
• The frequency of the occurrence of the error and information about how to reproduce the error, if
possible.
• A detailed description of the problem and what tests have been performed.
• The values of parameters that have been configured.
• The WLAN hardware and software versions of both controller and APs.
• If cellular version of the handset has been used, information about the cell phone provider should be
sent.
• If problems occur with Ascom Apps, for example Unite Axess app, information about the used Unite
software should be sent.
• Log files should be attached and appended with descriptions of the tests and equipment used in the
tests. For the detailed information on the types of logs that should be send, please refer to the
Logging Scenarios, page
2
Appendix A Handset Parameters, page
21.
TROUBLESHOOTING GUIDE
53.
TD 93297EN / 19 December 2019 / Ver. B
Ascom Myco 3
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