Rohde & Schwarz ESW Series - Collecting Information for Support

Troubleshooting
R&S
®
ESW
730User Manual 1177.6298.02 ─ 08
To restore the original operating system image and firmware
1. Open the Windows control panel.
2. Select "Update & Security" > "Recovery" > "Restart Now".
The "R&S Recovery Environment" starts.
3. In the "R&S Recovery Environment", select "Factory Default Restore".
The default image is restored.
4. Reboot the instrument.
After the default image is restored, upgrade to the desired firmware version (see Chap-
ter 13.5.4, "Firmware Updates", on page 337).
17.6 Collecting Information for Support
If problems occur, the instrument generates error messages which in most cases will
be sufficient for you to detect the cause of an error and find a remedy.
In addition, our customer support centers are there to assist you in solving any prob-
lems that you may encounter with your R&S ESW. We will find solutions more quickly
and efficiently if you provide us with the information listed below.
●
Windows Event Log Files
Windows records important actions of applications and the operating system in
event logs. You can create event log files to summarize and save the existing event
logs (see "To create Windows event log files" on page 84).
●
System Configuration: The "System Configuration" dialog box (in the "Setup"
menu) provides information on:
– Hardware Info: hardware assemblies
– Versions and Options: the status of all software and hardware options instal-
led on your instrument
– System Messages: messages on any errors that may have occurred
An .xml file with information on the system configuration ("Device Footprint") can
be created automatically (using the DIAGnostic:SERVice:SINFo command or
as described in "To collect the support information" on page 84).
●
Error Log: The RSError.log file (in the
C:\Program Files (x86)\Rohde-Schwarz\ESW\<version>\log directory)
contains a chronological record of errors.
●
Support file: a *.zip file with important support information can be created auto-
matically (in the
C:\Program Files (x86)\Rohde-Schwarz\ESW\<version>\user direc-
tory). The *.zip file contains the system configuration information ("Device Foot-
print"), the current eeprom data and a screenshot of the screen display.
Collecting Information for Support