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Last modified by Alexander Mott on 2024/03/19 21:51
From version 1.1
edited by Alexander Mott
on 2020/06/08 17:34
Change comment: There is no comment for this version
To version 2.1
edited by Alexander Mott
on 2020/06/08 19:01
Change comment: There is no comment for this version

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1 -SHOWRUNNER™ User Guide & Wiki.SHOWRUNNER™ Appendix.WebHome
1 +SHOWRUNNER™ User Guide & Wiki.Troubleshooting.WebHome
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2 2  
3 3  In the event that a Crestron processor or SHOWRUNNER installation behaves unexpectedly, Chief Integrations may ask for detailed logs in order to analyze and report to Crestron. The easiest way to collect this information is to use the Crestron Information Gathering Tool.
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6 6  == Steps ==
7 7  
8 8  1. Download and install the Crestron Information Gathering Tool
9 -1*. The tool is available to download from the Resources tab on the [[S>>https://www.crestron.com/Products/Control-Hardware-Software/Software/Development-Software/SW-INFOTOOL]][[W-INFOTOOL Product Page>>https://www.crestron.com/Products/Control-Hardware-Software/Software/Development-Software/SW-INFOTOOL]]
8 +1*. The tool is available to download from the Resources tab on the [[S>>url:https://www.crestron.com/Products/Control-Hardware-Software/Software/Development-Software/SW-INFOTOOL]][[W-INFOTOOL Product Page>>url:https://www.crestron.com/Products/Control-Hardware-Software/Software/Development-Software/SW-INFOTOOL]]
10 10  1*. Alternatively, the tool can be downloaded and installed through the Crestron MasterInstaller by running the MasterInstaller and selecting the "Information Gathering Tool" option.
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10 +1. Connect to the lighting network via Ethernet cable. 
11 +1*. Ensure that the connecting computer's Ethernet settings are set to Static and the IPv4 address does not conflict with any devices already on the network.
12 +1. Run the Crestron Information Gathering Tool
13 +1. If gathering information for only one device:
14 +11. Input the IP address and login credentials for the device
15 +11*. If no login credentials are necessary, leave the "Username" field as "crestron" and the "Password" field blank.
16 +11. Select the desired output folder for the results
17 +11*. Default location is "C:\Users\YourName\Documents\Crestron\InformationTool\Results"
18 +11. Select the appropriate Command List using the dropdown menu
19 +11*. For most SHOWRUNNER installations, this will be "3-Series Processors without RF"
20 +11. Ensure the PLOGs box is checked if collecting information for a processor (it should be checked by default)
21 +11. Press the Start button. It may take a couple of minutes for all the commands to finish running
22 +1. If gathering information for multiple devices:
23 +11. Press the "Autodiscover" button to discover all networked devices.
24 +11. At the bottom of the window, press the "Batch Devices" button
25 +11. Press the "Model Name" column heading to sort by device model
26 +11. Check the box in the "Enable" column to select which devices to gather information on
27 +11. Once all desired devices are selected, press "Start Selected" in the lower right to begin collecting information on those devices.
28 +1. Once the tool is finished running the commands, the "Uploader" option at the top of the window will be bolded
29 +1. Press this to open the Uploader dialog box
30 +1. Ensure all files are selected with a checkbox in the "Enable" column
31 +1. Check the "I agree to the Uploader Terms of Service" box
32 +1. Press "Send to Uploader"
33 +1. Once the files are finished uploading, a URL will appear in the "Your download link:" field. Copy and paste this link to share the logs with CI or Crestron support.