Home > Support > Knowledge Base > Knowledge Base Article

Gathering Information for Tech Support for Device Cloud Issues with ConnectPort X2e 3G

When encountering a Device Cloud issue with a ConnectPort X2e 3G unit, Digi Technical Support will require the following information.

Screen Shots of the following WebUI pages:
  1. Home
  2. Configuration > Ethernet Network 
  3. Configuration > Device Cloud Connectivity

 The following System Log Files:

  1. Administration > System Log > Log File, select eventlog.txt from the drop down menu. Click the "Get File" button and then click the "Save All" button.
  2. Administration > System Log > Log File, select digi.log from the drop down menu. Click the "Get File" button and then click the "Save All" button.
  3. Administration > System Log > Log File, select other log from the drop down menu and then enter "messages" for the Other Log File. Click the "Get File" button and then click the "Save All" button.

If sending via email, please send it to tech.support@digi.com. For the subject line, please note the case ID. Please send the files as an attachment and not in the body of the email.

If sending via "Online Support Request", please attach the files (submit and add attachment button) and not add it to the body of the message.

Contact a Digi expert and get started today! CONTACT US