---
title: Download a support report
description: A diagnostic log file captures historical information about an AltoReach device's operation. To facilitate troubleshooting, it is important to download the diagnostic file before rebooting or power-cycling a device. Rebooting or power-cycling will clear the log file history.
---

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1. [Altowav Support](https://support.altowav.com/?hsLang=en-us)
2. [AltoReach Radios](https://support.altowav.com/altoreach-radios?hsLang=en-us)
3. [Troubleshooting](https://support.altowav.com/altoreach-radios?hsLang=en-us#troubleshooting)

# Download a support report

When contacting Altowav support regarding an issue with an AltoReach device, you may be asked to provide a support report.

A diagnostic log file captures historical information about a device's operation. To facilitate troubleshooting, it is important to download the diagnostic file before rebooting or power-cycling a device. Rebooting or power-cycling will clear the log file history.

1. Log into the AltoReach device as described in [Connect to the AltoReach device](https://support.altowav.com/connect-to-the-altoreach-device.html?hsLang=en-us).
2. In the WebUI, click the **Tool** icon ().
3. From the menu, select **Fetch troubleshooting file**.
   
   ![](https://support.altowav.com/hs-fs/hubfs/kb-images/altoreach-radios/AltoReach-support-report_d12a6488.png?width=577&height=220&name=AltoReach-support-report_d12a6488.png)
4. The downloaded file is a compressed tar file using gzip for compression. Because many browsers view compressed files as suspicious, your browser may block the download. Browser behavior will vary, but most browsers provide a mechanism to instruct the browser to download the file even though the download has been blocked. For example, in Chrome, click **Keep**:
   
   ![](https://support.altowav.com/hs-fs/hubfs/kb-images/altoreach-radios/AltoReach-support-report1_e6b4349d.png?width=222&height=128&name=AltoReach-support-report1_e6b4349d.png)
5. To view the contents of the file, unzip and untar the file. Instructions vary based on your operating system.

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