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Fault Information Collection
and Feedback
When you find any exceptions on an AC or AP, collect fault information before taking rectification
measures.
Fault information includes:
Basic fault information: fault occurrence time, symptom, severity, impact, topology of the failure point,
measures that have been taken, and effect of the measures
Running information: startup configuration, current configuration, interface information, and system
version
Log information: logs record when the fault occurred
Diagnostic information: recorded by the intelligent diagnosis tool after diagnosing an AC, AP, or user
Provide the collected information to your agent or Huawei technical support engineers.
Collect Fault Basic Information
The following table lists the basic information that you need to collect when a fault occurs.
No.
Item
Fault occurrence time
1
2
Symptom
3
Impact
4
Topology
5
Measures taken
Collect Running Information
Log in to the web platform, choose Diagnosis > Diagnosis Tool > One-click Information Collection,
and click One-click Collection to collect device running information, including the startup configuration,
current configuration, interface information, and system version.
The collected information is saved in the web_diaginfo.txt file. Click
so that you can view the file or send it to technical support engineers.
Collection Method
Record the time when the fault occurred, accurate to minutes.
Record the fault symptom and detailed information.
Record severity of the fault and affected services.
Draw a network diagram, showing the upstream and downstream devices and
connected ports.
Record the measures that have been taken and effect of the measures
(including the configuration procedure and command outputs).
12
to download the file to your PC
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