A: Before dropping a support request:
- Check the firmware version update log if it’s a known (and solved) firmware problem.
- Upgrade your firmware to the latest version and check if the problem persists.
- Check FAQ’s for possible directions and solutions for your problem.
T: Check the firmware change log.
T: The latest firmware version can be found at our website at the resources page, section DataLogger Firmware.
T: Read the FAQ’s.
T: Advise:
- Enable “Data & Diagnostic Messages” to store on the SD card, this will help to investigate future problems.
- Submit one call for per problem.
- When attaching files, attach the raw data file. (Do not compress or encapsulate files in a .eml file).
If the problem persists, contact one of our partners. (Distributor /Supplier /Reseller /System integrator).
T: The partner list is available on our website.
To facilitate and speed up their problem analysis, include this information:
- Data Logger type, firmware version and if available, serial number.
- For configuration problems, add the configuration file. (When password protected, the also the password).
- Problem description.
- If applicable: Describe the actions already taken to resolve the problem.
Note: Partners can drop a call at Ydoc support.