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.
2. In the WebUI, click the Tool icon ().
3. From the menu, select Fetch troubleshooting file.

   

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:

   

5. To view the contents of the file, unzip and untar the file. Instructions vary based on your operating system.