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Downloading support logs

Downloading support logs

Owned by Pieter Smith (Unlicensed)
Last updated: May 24, 2020
2 min read

The StarAid support team is better equipped to help if you can provide them with a support log. This article explains how you can download a support log when you notice something unexpected.

Instructions

Follow these steps to download the support log:

  1. Keep the unit powered until you have completed these steps.

  2. From within the web app, click on the menu icon:

     

  3. Select Support:

    To open the Support page:

     

  4. Optionally describe the issue by providing some text for the fields What were you doing?, What were you expecting? and What actually happened?

     

  5. Click on Submit:

     

  6. Wait for StarAid to finish collecting information (this can take up to two minutes for a full night of observation):

    Once all information has been collected, a support log file is downloaded to your mobile device or computer (E.g. StarAid-support-log.20200413T164555Z.tar.gz.enc)

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