Introduction

To enable Irisys support to assist partners with diagnosing of various support issues, the 'Diagnostics Packages' functionality has been added to Vector devices.

This functionality - when triggered - will compile a single compressed 'zip' file containing various files that might be required for support purposes. This can then be emailed to Irisys support for analysis.

 

Pre-Requisites

The functionality was added in Firmware version 2.0.129. In all cases it is strongly recommended that devices are updated to the latest released version of firmware, but for full compatibility with this feature, firmware must be 2.0.129 or above.

 

What's In the Package File?

There is no personal information about you or your PC included in the file. It is completely generated on the device itself.

  • It contains a backup file of all the settings (the same as you would get if you used the 'Actions' -> 'Backup' option.
  • It also contains details of the last 1000 entries from the device log (as accessed via the devices 'Diagnostics' tab)
  • Some config settings that were made at the factory (mainly to do with product number, serial number and some Time of Flight and Accelerometer config settings).
  • Lastly there are a few details of the firmware in use.

 

Instructions for Use

If you have an intermittent issue, make sure that the issue is occurring when creating the package.

Similarly if you see an issue, but by making changes the issue goes away, make sure that the device is in the condition that causes the issue before creating the package.

A Diagnostic Package created when a device is not in error will not provide much usable information.

Connect to a Vector via web browser or RIFT standalone exe software.

Access the Diagnostics via the 'Actions' menu:

 

Click the 'Create Diagnostic Package' button:

 

After just a few seconds a package will be created and shown in the list:

 

Click the three dots next to the package file and the choose the 'Download' icon:

 

A windows dialog box will open to allow you to save it to a convenient location on your PC. Once downloaded it should be of size that allows it to be emailed as an email attachment. Send to support@irisys.net or as already directed by Irisys support. If you have an existing issue raised in the Irisys support system please simply reply to the last email in that trail with the attachment.

If the resultant file is too large to email, let Irisys support know, and alternative file transfer arrangements will be made.