Submitting an AnywhereUSB Plus issue to Digi Technical Support

Files that will be requested:

1. A Support Report from the AnywhereUSB Plus WebUI (Latest view):

Under System, select  Support Report and then click on download button in upper right.

Note:  If you are running an AnywhereUSB Debug Logging Wizard trace, the usbtrace_<datecode>.tar.gz which the Wizard produces contains a Support Report within, so separate download of a Support Report is not necessary.

2. A Support File from the Manager:

Help -> Create Support File

(If this is not present, such as in the Linux Manager, provide the output of Help -> System Messages as well as look for ~/.AnywhereUSB/awusb.log*)

3. A screenshot of the Windows Device Manager section with the USB device present (If possible, before and during).

4. A screenshot of the AnywhereUSB Plus Manager window while the issue occurs.

General questions that will be asked:

• Have you updated to the latest firmware and Manager versions?
• When did this issue first occur, and what is the occurrence rate/does the issue occur at a regular cadence?
• What OS environment is AnywhereUSB Manager running within, and is the environment running on a physical server or Virtual Machine?
• Is RDP (Remote Desktop Protocol) in use or relevant to the observed issue?
• What is the Ping time between the PC where the Manager Client is installed and the AnywhereUSB Plus hub?
• Have you already tried troubleshooting suggestions offered within any Digi KB articles?  If so, which KB article(s) (please include the links when you contact Support)?
• What is the Manufacturer and Model of the 3rd party USB device in use with your Hub, and have you updated to the latest drivers for it from its manufacturer?
• What steps must be taken to recover, or what is your workaround (if one exists)?  For example, does power cycling the AnywhereUSB Plus recover operation?
• If the unit is inaccessible over the network, what is the status of the light/LEDs physically on the unit?
• If you attach a "wired" USB keyboard to the AnywhereUSB, in place of the USB device in question, does the USB keyboard work?  (This is a simple test - you can just open Notepad and type on the keyboard to see if the characters echo).
• Does the 3rd party USB device in question work as expected when connected directly to a physical (as opposed to Virtual) computer?

The above questions are some of the questions which may be important during the discovery of any issues while using your AnywhereUSB Plus product(s).

The above questions can't cover every/all scenarios for which the AnywhereUSB Plus product could be used, so please feel free to describe the issue you're seeing to Technical Support in as detailed a description as necessary (screenshots also help), preferably with a list of replication steps, and an AnywhereUSB Debug Logging Wizard trace which captures the issue you'll describe.