Product InformationHow Can I Create and Download a Diagnostic File on a microSync System?
To enable us to better assist you with your support case, we require a 'diagnostic file' generated by your microSync device. The procedure below describes how to generate a diagnostic file on your microSync system using either the meinbergOS Web Interface or the Meinberg Device Manager software.
If you have a problem with your meinbergOS operating system or your microSync device, submit a support ticket to our Technical Support team. The diagnostic file generated by this process can be attached to the ticket straight away, and this will help our Support Team with error diagnosis and allow them to identify the source of the error promptly.
Creating a Diagnostic File using the meinbergOS Web Interface (meinbergOS Firmware Version 2022.05.1 or Later)
You can generate and directly download a diagnostic file in the meinbergOS Web Interface via the "Maintenance" tab, where you should select the "Inventory" page. The diagnostic file can be downloaded by simply selecting the corresponding "Download" button, which will provide you with a single .tar.gz archive containing a number of JSON files.
Generating a Diagnostic File using Meinberg Device Manager
Establish a network connection with your microSync system using Meinberg Device Manager. Once a connection has been successfully established, select "System Settings" in the menu "Configuration". Here you can select the button "Get Diagnostic File" to launch the generation process. Save the diagnostic file on your computer; it is stored as a .tar.gz archive. Please ensure that you preserve the filename (diagnostics_[SERIALNUMBER].tar.gz.
