When equipment malfunctions (such as processing interruptions, network connection failures, system errors, etc.), system logs can help pinpoint the cause of the problem. Aliencell Space software supports exporting the device's system logs to a host computer. The exported logs facilitate the following troubleshooting steps by technical personnel:
Operation Tracking: The logs record the operations performed on the device, which can be used to determine if the problem was caused by misoperation.
Remote Support: You can send the log files to the Aliencell technical support team for remote analysis and solution provision by engineers.
Running Records: The logs store historical information about the device's operation, helping to track processing records and system status.
In the Aliencell Space software, click Device Management — Settings — Device Log Export. A pop-up window will appear; you can then select the file export location.
Please submit the following information to our technical support team at support@aliencell.com:
Core Information: Clear error code and alarm message.
Image Recording: Clear photos/videos of the error message and the affected area.
Problem Description: Specific steps taken to resolve the issue (e.g., when processing began, the sequence of touchscreen clicks).
Troubleshooting steps you have attempted and their results.
Software name and version number, device model, and device firmware version (this information can be obtained from the touchscreen).
Providing accurate and detailed information is key to quickly resolving issues. Clear error codes and reports can significantly shorten technical support time. Thank you for your understanding.