Create a debug log file with the USB Debug Logging Wizard

You can use the USB Debug Logging Wizard to help you collect debug logs when you are having issues with a USB device connected to a Hub. When the wizard process is complete, you can send the debug logs to Digi Technical Support.

Note You should create a debug log file only at the direction of Digi Tech Support.

During the process, the Enable USB debug logging option is temporarily enabled to allow USB debug logging. When the wizard is completed, the option is disabled. For information about this option, see AnywhereUSB Configuration page.

During the process, two log files are created, and you should send both of these to Digi Tech Support.

Note The location of the saved files displays in a dialog after the files have been completed and downloaded. The file is overwritten each time you create a new log file. If you want to save a file before it is overwritten, rename the file or move it to a different location.

Step 1: Prepare the Hub

In this step, you prepare the Hub to collect the debug log.

  1. Physically unplug all of the USB devices connected to the Hub.

    Note Be sure to note which USB device(s) are currently plugged into which USB port(s) of the Hub as you unplug the devices. This ensures that you can plug each device into the same USB port when the testing procedure is complete.

  2. Reboot the Hub. This ensures that the log files are as helpful as possible.

Step 2: Run the USB Debug Logging Wizard

This step explains how to run the USB Debug Logging Wizard to create both of the debug log files that you will send to Digi Tech Support.

  1. Open the web UI.

  2. Click Status > Services > AnywhereUSB. The AnywhereUSB Status page displays.

  3. Click Debug Logging Wizard to display the USB Debug Logging Wizard page.

  4. Click Next three times through three pages and review information about preparing your Hub, which you completed in Step 1.

  5. Click Start Logging to start collecting debug logging information. The Debug logging has been started page displays.

  6. Connect to the Hub the fewest USB devices that are needed to reproduce the issue.
  7. Open the AnywhereUSB Manager and connect to the groups that allow you to access the USB ports you are using for debug logging.

  8. Use the USB devices connected to the Hub and recreate the issue you want to debug.

  9. When the issue with the Hub occurs, quickly perform these tasks:

    1. IMMEDIATELY click Stop Logging to stop the USB debug logging.

    2. Manually note the time of the occurrence using a wall clock. You will share that information with Dig Tech Support in Step 3.

    3. Quickly create a support file from the AnywhereUSB Manager.

      • Choose Help > Create Support File. The support file is created: awusbmanager_support.bin

      • When complete, a dialog displays, showing you the location of the file. Make a note of the file location and click OK to close the dialog.

  10. Download the debug logging file from the USB Debug Logging Wizard.

    1. Click Next to move to the next page of the USB Debug Logging Wizard.

    2. Click Download Logs to download the debug log file: usbtrace.tar.gz

  11. Click Next in the USB Debug Logging Wizard to review the final instructions. You will do these in Step 3.

  12. Click Finish to close the USB Debug Logging Wizard.

  13. Copy the files created in step 9 (support file from the Manager) and step 10 (debug log file from the USB Debug Logging Wizard) to a known location.

Step 3: Send log files to Digi Tech Support and reconnect USB devices to your Hub.

  1. Navigate to the known location where you saved the log files.

  2. Combine the usbtrace.tar.gz and awusbmanager_support.bin files into a .zip file.

  3. Email the zipped file to Digi Technical Support.

    1. From the Digi Tech Support case documenting the issue, open an email reply to Digi Technical Support.

    2. In the body of the email, enter the wall clock time of the occurrence that you just collected and your time zone.

    3. Attach the .zip file.

      If the resulting .zip file is too large for email, the Digi Tech Support Engineer you're working with can provide a Box folder so you can upload the files. Please coordinate as necessary.

    4. Send the email reply.

  4. Physically reconnect all of the USB devices to the Hub that you had disconnected from the Hub.

    Note Be sure to plug each device into the same USB port it originally was plugged into. This ensures that Hub is restored to normal operation.