Downloading support information for your Synergis unit - To simplify troubleshooting your Synergis™ unit, you can download a single file containing all the information you need to provide Genetec™ Technical Support with from the Synergis™ Appliance Portal . - Synergis Softwire 11.6.0

Synergis™ Appliance Configuration Guide 11.6.0
Product
Synergis Softwire
Content type
Guides > Administrator guides
Version
11.6
Release
11.6.0
ft:locale
en-US
Last updated
2024-11-05

To simplify troubleshooting your Synergis™ unit, you can download a single file containing all the information you need to provide Genetec™ Technical Support with from the Synergis™ Appliance Portal .

What you should know

The engineering archive file is an encrypted .gen file that only Genetec Technical Support can decrypt. The archive file contains all logs.

Procedure

  1. Log on to the Synergis unit.
  2. Click Maintenance > Download diagnostic logs.
  3. Do one of the following:
    • Click Download engineering archive.
    • In the Logs section, select specific categories of logs to download, and then click Download selected log types.
    • Click the Advanced tab, expand the categories and select specific logs to download, and then click Download selected log files.
    Download diagnostic logs page in the Synergis Appliance Portal.
    The file is downloaded.
  4. Save the file to provide to Genetec Technical Support.