Troubleshooting
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Log-Mask
The Log-Mask determines what kind of information will be written to the log. Each device has
its own Log-Mask that can be configured via Service Web. Changing the Log-Mask is only
recommended when the default values lead to unreadable big log files, or when you are
troubleshooting AqRackServer internals.
14.4 How to Report a System Error
When contacting the customer service to report a system error do provide a short description
of the problem. Additionally, use the following tools or methods to get more information from
your system.
When TopSpin is running.
• Use Savelogs to automatically compile necessary information from your system.
• Sometimes additional Service Web reports may be useful.
When TopSpin is not running.
• Use Service Web reports for additional information.
When TopSpin and Service Web are not running
• Get the AqRackServer log via SSH from the EPU, if possible with increased Log-Level for
more detailed information.
When TopSpin, Service Web and EPU are not running.
Write a description of your hardware by hand. The description should contain:
• Spectrometer type (e.g. AV Neo 500) and order number.
• Part number and ECL (engineering change level) of all units.
• Position (slot number) of the units within the chassis (rack) or cabinet.
• Color and state of unit LEDs.
• Magnet type.
With this information contact the customer service. See Contact [}83] for contact details.
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