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Required Files to Open a Support Case

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Required Files to Open a Support Case

Products Supported: Pertino


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Summary

Run Diagnostics

Pertino Logs

Windows Installation Issues

Pertino Crash Files

Zipping the Support Files

Linux Log Files

Related Articles


Summary

The following information is needed when creating a support ticket.


Run Diagnostics

When you run the diagnostics application from the Pertino icon in the About section, it will create a diagnostics.html file which will contain some basic analysis for support.

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Pertino Logs

Windows

C:\Program Files\Pertino\logs directory

 

MacOS

Library/Logs/Pertino


Windows Installation Issues

%temp%\Pertino_Setup.log

C:\Windows\inf\setupapi.app.log

C:\Windows\inf\setupapi.dev.log


Pertino Crash Files

When Pertino unexpectedly restarts it will create a log.

In Windows, it is a .dmp file located in the C:\Program Files\Pertino\Cores directory.

On a Mac, it is pGateway_DateComputerName.crash located in the Library/Logs/DiagnosticReports directory.


Zipping the Support Files

Windows

From the Pertino directory, select the Ctrl Key and left-click on your mouse at the same time to multi-select. Next, right-click on one of the selected files or directories and then select Send to. Finally select Compressed (zipped) folder.

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Windows will ask you to create the zip file on the desktop and select Yes.

Mac

Go the Library/Logs/ directory and select both DiagnosticReports and Pertino by holding the Command key and on the mouse left click at the same time to select multiple directories. Then right click one of the selected directories click on the compress 2 items option.

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Mac will save the file on the Desktop automatically


Linux Log Files

The Pertino logs are stored under /var/log/pertino directory:

  • gateway.log is generated upon installation

  • diagnostics.log is generated once you run pDiagnostics (which is available under /var/log/pertino directory and also generates diagnostics.html under the opt/pertino/pgateway directory)

Zip the logs files and send to Pertino pertinosupport@cradlepoint.com with the issue and its timeframe

 - $ zip -r support /var/log/pertino
 - adding: var/log/pertino/ (stored 0%)
 - adding: var/log/pertino/pgateway.log.1 (deflated 92%)
 - adding: var/log/pertino/diagnostics.log (deflated 85%)
 - adding: var/log/pertino/gateway.log (deflated 91%)

Related Articles/Links


Published Date: 4/15/16

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