Feedback a Problem to Akuvox Technical Team

You can report technical problems through our ticket system, which requires registering an account if you use the system for the first time. When submitting the report, please provide sufficient information to help the Akuvox tech team solve the problems effectively.

The information includes:

• The device firmware version;

• The configuration file;

• The log file;

• The PCAP file;

• The picture/video recording of the problem;

• Other information such as the network topology.

If it is a hardware issue, and the device is still in quality guarantee, you can contact Akuvox technical engineers for an RMA application form. After filling it up, create a ticket with “RMA” in the ticket subject.

Describe Your Issue

The more details you provide, the better we can reproduce the issue.

You can:

• describe the network topology;

• send us the SmartPlus account if the issue is about the SmartPlus service;

• send us a diagram of the connection if the issue is related to electrical circuits like relay connections;

• take a picture or record a video if the issue is related to poor audio or video quality. If the file is over 2MB, please upload it to WeTransfer, OneDrive, or Google Drive and send us the download link.

Check the Device Firmware Version

Please click here to learn about the steps of checking the device firmware version.

Export Configuration File

This file contains nearly all the device configurations, which is highly valuable for our technical engineers to reproduce the issue.

Take R20A as an example.

1. Use the device IP to log into its web interface with the username and password, admin by default.

2. Go to Upgrade > Advanced > Others interface and click Export.

Export System Log

The system log file provides our engineers with crucial insights into what happened in the system when the issue occurred.

Take S567 as an example.

1. Use the device IP to log into its web interface with the username and password, admin by default.

2. Go to the Upgrade > Diagnosis interface and select 7 as the log level. The higher the level is, the more complete the log is.

3. Reproduce the issue and then click Export.

Note

If the issue occurred during communication between devices, you need to collect the log files from both sides.

Export PCAP File

This network trace file is essential when the issue is related to communication between devices, as it helps our engineers analyze the network activity. The file size is limited to 1 MB.

Take S567 as an example.

1. Use the device IP to log into its web interface with the username and password, admin by default.

2. Go to the Upgrade > Diagnosis interface. Click Start and reproduce the issue. You can capture the network traffic going through a specific port by entering the port number in the PCAP Specific Port field.

3. Click Stop and click Export to download the file.

4. You can enable PCAP Auto Refresh if you want to restart PCAP when the captured data reaches 1 MB.

Note

If the issue occurred during communication between devices, you need to collect the PCAP files from both sides.