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Last modified by Alexander Mott on 2025/10/30 17:24
From version 6.3
edited by Alexander Mott
on 2022/09/19 18:28
Change comment: Update document after refactoring.
To version 9.1
edited by Alexander Mott
on 2025/10/30 16:46
Change comment: There is no comment for this version

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1 -= Crestron Information Gathering Tool =
1 +(% class="box warningmessage" %)
2 +(((
3 +The built-in Command Lists for certain device models are missing important information. For these models, please use our Custom Command lists:
2 2  
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.
5 +* [[ZUMNET-JBOX-* / ZUMNET-DIN-* (all models)>>https://files.chiefintegrations.com/s/6qsd7TRzXMcizFa]]
6 +* [[3- or 4-Series processors>>https://files.chiefintegrations.com/s/76TKszP4QamjQdm]]
7 +* [[CEN-GWEXER or ZUMNET-GATEWAY wireless gateways>>https://files.chiefintegrations.com/s/wGcHbTLo7LHktA5]]
8 +)))
4 4  
10 +In the event that a Crestron processor or ShowRunnerCLC™ 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.
11 +
5 5  == Steps ==
6 6  
7 7  1. Download and install the Crestron Information Gathering Tool
8 8  1*. The tool is available to download from the Resources tab on the [[SW-INFOTOOL Product Page>>url:https://www.crestron.com/Products/Control-Hardware-Software/Software/Development-Software/SW-INFOTOOL]]
9 -1*. Alternatively, the tool can be downloaded and installed through the Crestron MasterInstaller by running the MasterInstaller and selecting the "Information Gathering Tool" option.
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
16 +1*. Alternatively, the tool can be downloaded and installed through the Crestron MasterInstaller by running the MasterInstaller and selecting the "Information Gathering Tool" option
17 +1. Connect to the lighting network via Ethernet cable
18 +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
19 +1. Open Crestron Information Gathering Tool
13 13  1. If gathering information for only one device:
14 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.
22 +11*. If no login credentials are necessary, leave username and password at default
16 16  11. Select the desired output folder for the results
17 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"
25 +11. Select the appropriate Command List using the dropdown menu or use a custom command list by clicking "Select" and locating the command list file
20 20  11. Ensure the PLOGs box is checked if collecting information for a processor (it should be checked by default)
21 21  11. Press the Start button. It may take a couple of minutes for all the commands to finish running
22 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 or select "Batch Mode" on the top tool bar
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.
29 +11. Click the "Batch Mode" button at the top of the window to open the Batch Mode window
30 +11. At the top of window, use the Devices > Autodiscover drop down menu to automatically add all discovered devices
31 +11*. If not all devices are discovered (e.g. if there are devices that are only reachable through a router), then devices can be added from an Address Book
32 +11*. If you do not already have an Address Book for the job, use [[Device Discovery Tool>>doc:SHOWRUNNER™ Setup Guide.SHOWRUNNER™ Installation Guide.Preparation.Toolbox Basics.WebHome||anchor="HLocalvsRemoteSearch"]] to perform a Local Search and generate an [[Address Book>>doc:SHOWRUNNER™ Setup Guide.SHOWRUNNER™ Installation Guide.Preparation.Toolbox Basics.WebHome||anchor="HExporttoAddressBook"]]
33 +11*. Then, use Device Discovery to perform a Remote Search and export the results to the same Address Book
34 +11**. Alternatively, directly edit the Address Book .xadr file in a text editor to manually add any missing devices
35 +11*. In the Batch Mode window, use the Devices > Import... drop down menu and locate the Address Book .xadr file to import the devices
36 +11. Press the "Model Name" column heading to sort devices by model
37 +11. For each model of device:
38 +111. Input the device credentials or leave the default values if authentication is not enabled for the device
39 +111. If the device is a ZUMNET-JBOX or ZUMNET-DIN, make sure the "PLOGs" box is unchecked and the "Connect Type" is set to CTP
40 +111. Select the appropriate Command List by clicking the "..." button in the Command List column, clicking "Select", and then locating the Command List file
41 +111. Right click anywhere on the device row and select "Copy to Same Model Devices" to apply these settings to all devices with the same model
42 +111*. Be sure to update the credentials if different credentials were used for different, same-model devices
43 +11. Check the box in the "Enable" column to include it when gathering information
44 +11*. Multiple devices can be enabled at once by ctrl+click, shift+click, or ctrl+A selecting multiple devices and then clicking "Enable Selected" from the right-click menu
45 +11. Once all desired devices are selected, press "Start Selected" in the lower right to begin collecting information on those devices
46 +1. Once the tool is finished running the commands, double check that no devices failed due to correctable issues (e.g. incorrect credentials) and re-run the tool for those devices if the issues are resolved
47 +1. If you have an Internet connection:
48 +11. Open the Uploader window by clicking the "Uploader" button at the top of the window
49 +11. Ensure all files are selected with a checkbox in the "Enable" column
50 +11. Check the "I agree to the Uploader Terms of Service" boxd
51 +11. Press "Send to Uploader"
52 +11. Share the URL in the "Your download link:" field with Chief Integrations or Crestron support for analysis
53 +1. If you do not have an internet connection:
54 +11. Navigate to the output folder in File Explorer
55 +11. Select all files and add to a .zip file using a tool such as [[7-Zip>>https://www.7-zip.org/]]
56 +11. Send this .zip file to Chief Integrations or Crestron support for analysis