How do I generate a diagnostic file?


Article Id: AA-01504 Last updated date: 08-18-2017

Article Id: AA-01504 Last updated date: 04-05-2017

In some cases it may be necessary for Support to analyze diagnostic files from the Drobo. The diagnostic files do not tell us anything about what kind of data you store on your Drobo.

NOTE: If macOS 10.15 is being used, follow the steps here to generate a diagnostic file:  macOS 10.15 Catalina - Frequently Asked Questions

Go to Drobo Dashboard > Help and Support > select the Drobo from the drop down list, if the Drobo is not discovered then select Drobo Dashboard > Get Diagnostics 

A Diagnostic will automatically be generated to your desktop in the form of zip file with serial number and date encoded. 
In the Problem Description box type in a description of your issue, if you have support incident number please include, then click SEND

This will automatically upload to the diagnostic to our server. We kindly ask that you update your support ticket to let us know you have uploaded the diagnostic, this way we can review as quick as possible. 

Note:

Generating a diagnostic this way does not automatically create support incident, you will need to  create a support incident if you require assistance.



 

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