Fault Information Collection and Feedback
When you find any exceptions on an AC or AP, collect fault information before taking rectification 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
- Log information: logs record when the fault occurred
- Diagnostic information: recorded by the intelligent diagnosis tool after diagnosing an AC, AP, or user
Provide the collected information to your agent or Huawei technical support engineers.
Collecting Fault Basic Information
The following table lists the basic information that you need to collect when a fault occurs.
No. |
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 severity of the fault and affected services. |
4 |
Topology |
Draw a network diagram, showing the upstream and downstream devices and connected ports. |
5 |
Measures taken |
Record the measures that have been taken and effect of the measures (including the configuration procedure and command outputs). |
Collecting Running Information
Log in to the web platform, 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 platform, choose Maintenance > AC Maintenance > Log > Log File, select required log files, and click Download.
Files with file name extensions .log and .log.zip are user log files, and those with file name extensions .dblg and dblg.zip are diagnostic log files. The log.log and log.dblg files are latest log files. Save the exported log files to your PC so that you can view the files or send them to technical support engineers.
- Collect AP diagnostic logs.
- Log in to the web platform, 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, select the log or diagnosis file that you want to export, and click OK.
Files with file name extension .log are user log files, and those with file name extension .dblg are diagnostic log files. The log.log and log.dblg files are latest log files. Save the exported log files to your PC so that you can view the files or send them to technical support engineers.
- Log in to the web platform, 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 Diagnostic Information
When a fault occurs on your WLAN network, 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 log information, and contact your agent or Huawei technical service hotline.
- Run an intelligent diagnosis task.
Log in to the web platform, 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 computer. 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 diagnostic result.
- View diagnostic information and log information or send them to technical support engineers.
