Fault Information Collection and Feedback
When you find any exceptions on an AC or AP, collect fault information immediately and take corresponding measures.
Fault information includes:
- Basic fault information: fault occurrence time, symptom, severity, impact, topology of the failure point, measures that have been taken, and effect of the measures
- Running information: startup configuration, current configuration, interface information, and system version
- Device log information: logs recorded when the fault occurred on the device
- Intelligent diagnostic information: diagnostic information recorded by the intelligent diagnosis tool after the AC, AP, or user diagnosis is complete
Provide the collected information to your agent or Huawei technical support engineers.
Collecting Basic Fault Information
The following table lists the basic information to be collected when a fault occurs.
No. |
Collection Item |
Collection Method |
|---|---|---|
1 |
Fault occurrence time |
Record the time when the fault occurred, accurate to minutes. |
2 |
Symptom |
Record the fault symptom and detailed information. |
3 |
Impact |
Record the severity of the fault and services affected by the fault. |
4 |
Networking information |
Draw a network diagram, showing the upstream and downstream devices and interconnection interfaces. |
5 |
Measures taken |
Record the measures that have been taken and effect of the measures (including the configuration procedure and command outputs). |
Collect Running Information
Log in to the web system, choose Diagnosis > Diagnosis Tool > One-click Information Collection, and click One-click Collection to collect device running information, including the startup configuration, current configuration, interface information, and system version.
The collected information is saved in the web_diaginfo.txt file. Click 
Collecting Log Information
Logs record such information as user operations, system faults, and system security events.
- Collect AC diagnostic logs.
Log in to the web system, choose Maintenance > AC Maintenance > Log > Log File, select the log files to be exported, and click Download.
Files with file name extensions of .log and .log.zip are user log files, and those with file name extensions of .dblg and .dblg.zip are diagnostic log files. The log.log and log.dblg files are the latest log files. Save the exported log files to your PC for future query and feedback.
- Collect AP logs.
- Log in to the web system, choose Maintenance > AP Maintenance > Log, and click Export the log or diagnosis information in the row of the AP whose logs you want to export.
- In the Export the log or diagnosis information dialog box that is displayed, select log files or diagnostic files to be exported and click OK.
Files with the file name extension of .log are user log files, and those with the file name extension of .dblg are diagnostic log files. The log.log and log.dblg files are the latest log files. Save the exported log files to your PC for future query and feedback.
- Log in to the web system, choose Maintenance > AP Maintenance > Log, and click Export the log or diagnosis information in the row of the AP whose logs you want to export.
Collecting Intelligent Diagnosis Information
When a fault occurs on your WLAN, you can use the intelligent diagnosis function to diagnose WLAN devices and the network, and rectify the fault accordingly. If the fault cannot be rectified, export diagnostic information and logs, and contact your agent or Huawei global service hotline.
- Run an intelligent diagnosis task.
Log in to the web system, choose Diagnosis > Intelligent Diagnosis, select a diagnosis object and set diagnosis parameters, and then run the diagnosis task.
- Export diagnostic information and log information.
After the diagnosis task is completed, click Export Diagnosis Info, and then click OK in the dialog box that is displayed.
The system saves diagnostic information in .txt files and prompts you to save them to your PC. The files downloaded to your PC are named overall_diaginfo_xxx.txt and autodiagnose-detail.txt. The overall_diaginfo_xxx.txt file saves all diagnostic information on the AC, and the autodiagnose-detail.txt file saves the current intelligent diagnosis result.
- View diagnostic information and log information or send them to technical support personnel.
