User`s guide

Obtaining Technical Support

Technical support for your Digi Transport router is readily available using the following

methods.

Self help

Visit the Technical Support section of the Digi website at www.digi.com

From here, you can gain access to FAQs, knowledge base articles, application guides, quick

setup guides, installation guides, software applications, firmware upgrades, product

literature, warrantyregistration & a support forum.

Assisted help

To obtain support from the Digi Technical Support team, use one of the options below. The

preferred method is either via the web portal or via email. This is because the support

teams will ask for certain technical information which is required at the time the query is

logged.

The support teams request that the following information is included with every support

request:

• Hardware model

• Firmware revision

• Current configuration (config c show)

• Firewall configuration

• ADSL / Mobile status and relevant PPP status

• The event log

This information and more can be quickly and easily obtained from the router by

downloading the single file debug.txt from Administration - Directory Listings > FLASH

directory using the GUI, or, via the CLI with the command

type debug.txt and send

the output to a log file.

The file contents are created when the file is requested, so it may take a few seconds to

create and download the file. Please zip this file and include it with your support

request.

For more complex technical support queries, a detailed network diagram may also be

requested.

Web portal

To log a support request online using the web portal, browse to www.digi.com and hover

your mouse over the ‘Support’ link at the top of the page, select ‘Online Support Request’

from the dropdown list. The direct URL for the web portal is

http://www.digi.com/support/eservice

You will need to create an account to use this service.

Remember to upload the debug.txt zip file!