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Obtaining HMI-Info-Collector Logs

Technical Note 5146

Table of Contents

Applicable Model(s)

HMI Series
cMT Series
cMT X Series

Title

Obtaining HMI-Info-Collector Logs

Date

12/10/2024

Rev

Rev. 00

P/N

0907-5146

Summary

This document demonstrates how to obtain HMI-Info-Collector logs via USB drive, or the Utility Manager. Diagnostic Tool is supported in EasyBuilder Pro V6.xx.xx and later versions. This tool can be found in the Download window. With Diagnostic Tool enabled, when HMI encounters software errors such as black screen, crash, and server disconnected…etc., the HMI information can be collected as diagnostic reports and sent to Maple Systems for further analysis.

Important Notes:
            1. A USB drive under 32G, FAT32 format, is recommended.

            2. The file in the folder is encrypted. A sample format of the file name: hmi-info-collector-20180712102405.tar.gz.enc

            3. Collecting HMI information must be carried out at the time when the error occurs. When HMI is rebooted or recovered, finding the reason for the error through the collected data is not possible.

Solution

USB Drive

If Diagnostic Tool is not enabled when downloading the project, please follow step 1 to enable it and then reproduce the error to collect HMI information. When using a cMT model, or when Diagnostic Tool is already enabled, please skip step 1.

1.

Select [Diagnostic tool] check box in Download window when downloading the project. For cMT Series models, Diagnostic Tool will be automatically downloaded to HMI, please skip this step.

there

2.

Create a folder named “hmi-info-collector” in a USB drive.

here

3.

Insert the USB drive to HMI. When the HMI emits two beeps (1st beep: start collecting information. 2nd beep: finish collecting information.), remove the USB drive from HMI, and then send the folder named “hmi-info-collector” in the USB drive to support@maplesystems.com.

Utility Manager

Collecting HMI information by using Utility Manager is possible on cMT/cMT-X Series whose OS version is 20210705 or later.

1.

Execute Utility Manager and select the model type.

every

2.

In Maintenance tab open HMI Information Collector

there

3.

Search for the target HMI and browse for the directory to save the file, and then click [Upload].

here

4.

Send the file to support@maplesystems.com.