Troubleshooting

Resetting Your Device

While the settings are reset, the device's firmware version remains the same.

To reset the device to factory default settings, press and release the ERASE switch once on the rear of the device when the device is switched on. This will erase all device-specific settings to their original state (excluding any automatically generated keys/certificates), and it will automatically reboot.

Out-of-Band SMS Commands

This feature is only available via Accelerated View.

A set of emergency remote commands can be sent via SMS to the device to provide Out-Of Band (OOB) recovery for the device. These SMS commands allow you to perform actions such as factory resets, reboot the device, and restore to the backup firmware partition, all without requiring the device to have an active IP (WAN) connection. Similar to the standard remote commands, these can be used to provide control over the device without any on-site interaction. To utilize this feature, SMS must be enabled for the SIM card used by the device. The complete list of SMS commands is defined in the Accelerated View™ User Manual.

 

Support Report

Often times, it is beneficial to download a support report from the device to provide to technical support.  This report is a zip file that contains all of the current details for the device's state, and a full record of the system logs from the device.

To obtain a support report from the device, login to the device's local web UI.  To access the local web UI,  the user must have a PC/laptop connected to one of the LAN Ethernet ports of the 6310-DX. They should receive an IP address via DHCP from the DX in the 192.168.2.100-250 range. If they do not receive a DHCP address, they can configure a static IP on the PC/laptop of 192.168.210.2/24 with a gateway of 192.168.210.1.  Once the PC/laptop has an IP address, open the following URL in a browser on the PC:

https://192.168.210.1

Next,  go to the System page, then click the Download Report button at the bottom of the page.

Persistent System Logs

As of December 6th, 2017, the default behavior for all Accelerated devices is to have persistent system logs disabled. Information logged on the device will be erased when the device is powered off/ rebooted.

Logging can be configured to persist between power cycles by enabling the Preserve System Logs checkbox nested under the System → Log menu option.

NOTE: Logging across reboots should be enabled only to debug issues and then disabled ASAP to avoid unnecessary wear to the flash memory.