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HOW TO: USB Debug Logging Procedure for Digi AnywhereUSB 2/8/24 Plus products

Important Note:  The following USB debugging guidance for the Digi AnywhereUSB Plus (2, 8, 24) line of products requires that DAL OS/firmware version 20.2.162.162 (or later) is in use on the device.

If firmware update is needed prior to beginning the following procedure, the latest Digi AnywhereUSB Plus OS/firmware can be obtained at the following link:  http://www.digi.com/support/identifyfamily?family=723&type=firmware
 

USB Debug Logging Procedure for Digi AnywhereUSB Plus products

1.  Physically unplug any USB devices from the Digi AnywhereUSB Plus (hereafter referred to simply as "Hub").  Be sure to note which USB device(s) were plugged into which port(s), to ensure they get plugged back in properly to the correct port(s) during step 8 of this procedure.

2. Ensure that the Digi AnywhereUSB Manager software installed is the newest version available here:  http://www.digi.com/support/identifyfamily?family=723&type=drivers

Regarding installation of the latest AnywhereUSB Manager software:
  • If an update of the AnywhereUSB Manager software is needed prior to installing the latest version above, Uninstall any previous version of AnywhereUSB Manager software first
  • If the AnywhereUSB Manager software is running in a Windows 7, 8, or Server 2012R2 environment, obtain a copy of the Alpha awhub patch (7.1.0.105) from the Digi Technical Support Engineer you're working with, then install the patch AFTER you've installed the latest AnywhereUSB Manager software. This does not apply to Windows 10 or any of the newer Windows Server operating systems).
3. Open AnywhereUSB Manager, then verify that your Client doesn't own any Groups on your Hub.

4. From the Hub's WebUI, enable the System --> AnywhereUSB Configuration --> Enable USB debug logging option by ensuring the slider is in the ON position, then hitting the Apply button in the upper-right corner of the WebUI page.



Note:  The Enable USB debug logging feature will be turned OFF if the Hub is rebooted - Hub must not be rebooted until the testing procedure is complete.

5. Capture a "before" Support Report - please see Generate a Support Report for details.

6. Connect to the Hub's WebUI, then open the System --> Administration --> Terminal area to access the built-in Console mode as in the screenshot below (establishing an SSH connection to the Hub works to access the console mode as well):



7. Issue command:  > system usbtrace start

8. Physically plug-in the problem USB device to the Hub (i.e. the USB device whose behavior with the Digi AnywhereUSB Plus you're investigating)

9. In AnywhereUSB Manager, connect to the Group which the port the problem USB device is plugged into is associated with (may need to wait a few moments for devices to enumerate in Windows).

10.  Take any other steps which are required to reproduce the "failed" state, such as opening the application which is used to communicate with the problem USB device, etc.

11. As soon as it is clear that the USB device has entered the failed state, from the Terminal window issue the following commands (trace will be running, so prompt won't be visible when "system usbtrace stop" command below is used):

  system usbtrace stop
> system usbtrace save capture1.pcap



12.  Download the capture1.pcap log file - can be downloaded as follows:
  • Access the Hub's WebUI, then go to System --> Administration --> File System
  • Select the usbtrace folder
  • Use the arrow-curving-right icon to Enter Directory
  • Highlight the capture1.pcap file
  • Select the Download file icon
    • (see screenshots below - actual file path is:  /opt/config/usbtrace/capture1.pcap)
Open usbtrace folder:


Download capture1.pcap file:

13.  Capture an "after" Support Report - please see Generate a Support Report for details.

Note: The capture1.pcap (step 12) and the Support Report (step 13) must be collected quickly after the USB issue has occured.  Digi Engineering needs both before/after Support Reports (steps 5 and 13) and the capture1.pcap (step 12) usbtrace file for thorough analysis of the issue.

14. Email the traces to Digi, or if too big for email, Digi Tech Support can provide a folder on our digiftp server to upload your traces to - coordinate with Digi Tech Support Engineer you're working with for info.

Important NoteBe sure to note in your communication with Digi Tech Support what Date/Time or Timeframe (and relative to what time zone?) in which the issue occurred, so that the problem behavior can be cross-referenced with the Date/Timestamps in the logfiles you provide.
Last updated: May 17, 2020

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