---
title: "Provide Information for Troubleshooting"
slug: "provide-information-for-troubleshooting"
updated: 2025-02-25T07:21:51Z
published: 2025-02-25T07:21:51Z
canonical: "knowledge.akuvox.com/provide-information-for-troubleshooting"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.akuvox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Provide Information for Troubleshooting

When issues arise with akubela devices or the app, technical support might need certain information from you to identify the root cause and find a solution. In some cases, they may also set up a remote session to help resolve the problem.

Please provide the following information to your technical support for troubleshooting.

1. Device log.

Please refer to [Export akubela Device Logs](/v1/docs/export-akubela-device-logs) for detailed instructions.

1. App log. Required only if the issue involves the BelaHome app.

Please refer to [Upload BelaHom App Logs](https://knowledge.akuvox.com/docs/upload-belahom-app-logs) for detailed information.

1. Data packets.

Please refer to [Capture Packets on akubela Panels for Troubleshooting](https://knowledge.akuvox.com/docs/capture-packets-on-akubela-panels-for-troubleshooting) for detailed instructions.

1. Device’s firmware version.

Find the device’s version under ![](https://cdn.document360.io/f09a6106-e976-455e-b2d0-3d88b5385960/Images/Documentation/provide-information-for-troubleshooting-image-fzagz876.png) > **System Settings > About > Software Version**.

![_data_code_DOWNLOAD_screen (97)](https://cdn.document360.io/f09a6106-e976-455e-b2d0-3d88b5385960/Images/Documentation/provide-information-for-troubleshooting-image-wyec26so.png)

1. Device’s MAC address.

To find a device’s MAC, go to ![](https://cdn.document360.io/f09a6106-e976-455e-b2d0-3d88b5385960/Images/Documentation/provide-information-for-troubleshooting-image-88ejl3pp.png) > **System Settings > About > AB-uid**. The MAC address is the last 12 digits of the number displayed.

For other methods to find a device’s MAC, please refer to [Check MAC Address of akubela Panels](https://knowledge.akuvox.com/docs/check-mac-address-of-akubela-panels).

![_data_code_DOWNLOAD_screen (98)](https://cdn.document360.io/f09a6106-e976-455e-b2d0-3d88b5385960/Images/Documentation/provide-information-for-troubleshooting-image-tzz2ihzz.png)