General support
98-145510-E Chapter 7: Service and maintenance 7-2
7.1.2 Help desk and diagnostics report
During the installation you can enter the support contact for this installation.
1. To access the Help desk (Support page), select HELPDESK from the left navigation
pane.
2. Under Contact, click the link, enter support contact information and click Apply.
3. Under MIB file, you can download a MIB file from the ACU for retrieving configuration
and present settings via SNMP. For details, see section 6.3 SNMP support on page 6-33.
4. Under User manual you can either download the built-in user manual to your PC or
upload a newer version of the manual from your PC to the ACU.
•Click the Download manual link to see the manual.
• To upload a different version to the ACU, click Browse... and select the manual from
your PC, then click Upload.
5. At Legal notices you can see the licence text for the source code of the parts of the
EXPLORER 8000 series software that fall under free and open source software.
6. In the section Download Reports click the button Download. If you need to include
modem information in the report, select Modem and click Apply before you download
the report. The Diagnostic report (txt file) is downloaded to your computer.
The Diagnostics report contains information relevant for the service personnel during
troubleshooting. It is also useful documentation of the current setup. It contains all
parameters set during configuration. The main sections are:
•Software
•System
• Hardware
•Setup - System data
• Network - LAN Configuration
•Modems
• Satellites - Satellite profiles
• Operation - Current modem and navigation parameters.
• POST - results of the Power-On-Self-Test
• Active Events - lists the currently active events
• Events - List of all cleared events.
•System log
7.1.3 Event list
When an event is registered, the web interface shows an event icon in the icon bar as
long as the event is active. The ACU display shows also active events. To view the event list
with active events, click the event icon from the icon bar at the top of the web interface, or
select HELPDESK > Event list from the left navigation pane.
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