Downloading the Support Log from an Access Point
Should you experience any issues with an access point, the RUCKUS Support team may request that you download the Support Log from the device. The Support Log contains important technical information that may help in the troubleshooting and subsequent resolution of a great variety of issues.
Complete the following steps to download the Support Log from an access point.
- In the Access Points page on the controller GUI, select the AP and select . The interface may take up to a minute to generate the log and prepare the file for download.
- Select the destination folder in your local
computer to save the Support Log file and click Save.
Note: Collect the Support Log file just after every occurrence of the issue you are troubleshooting and also have a sample collected as a baseline whenever the environment is stable.
- Use a text editor (for example, Notepad) to view the contents of the text file. Send the Support Log file to the RUCKUS Support team, along with your support request.
AP Support Log Contents provides a summary of the most relevant sections that can be found in the Support Log file and a brief description of how each section can be useful for troubleshooting.
Note: Different AP
models may show different content in the Support Log files.
AP Support Log Contents
| Support Log Section | Description |
|---|---|
| Device Info | AP model, serial number, CPU and memory utilization. |
| Device Up Time | The amount of time the AP has been up and running. |
| Board Data | The base MAC address and the MAC addresses of the interfaces on the AP and the fixed country code. |
| Himem | Crash logs for unexpected reloads of the AP. |
| Active SW | The software version on the AP. |
| SCG Status | Connection status to the controller. |
| Radio 0 (wifi0) Config | Channel and transmission power of the 2.4 GHz radio band. |
| Radio 1 (wifi1) Config | Channel and transmission power of the 5 GHz radio band. |
| Radio 2 (wifi2) Config | Channel and transmission power of the 6 GHz radio band. |
| Interfaces | Overall interface information. |
| WLAN Info | WLAN information including BSSID, SSID, status, and WLAN name. |
| FW Upgrade History In Detail Recently | Firmware upgrade history on the AP. |
| Reboot Reason | Historical information for the last reboots. |
| DNS Details | DNS configuration. |