Collecting Basic Information

Collecting Site Information

After a fault occurs, collect site information for technical support and R&D engineers to learn about the site. In addition, provide the phone numbers of onsite engineers to ensure smooth communication.

The following table lists the site information to be collected.

**Table 1** Site information required
Carrier or Enterprise	Site	Networking Diagram	Onsite Engineer's Name and Phone Number	Customer's Name and Phone Number
Version information	-	-	-	-
Remote maintenance information	-	-	-	-

Collecting Basic Fault Information

Collect basic fault information to learn about the site, current device status, device status before the fault occurred, and possible causes of the fault. For details, see the following table.

**Table 2** Basic fault information required
Required Information	Collected Information
Fault symptom	-
Fault occurrence time	-
Fault occurrence frequency	-
Impact on services	-
Fault handling progress	-
Operations performed in the system when the fault occurs	-
Operations performed to rectify the fault occurred during maintenance	-
Measures taken to handle the fault	-
Effect of the measures taken to handle the fault	-
Whether alarms are generated	-
Whether on-site alarm information is collected	-

Collecting Fault-related Alarm Information

Collect alarm information related to the fault for further analyzing, locating, and rectifying the fault. For details, see the following table.

**Table 3** Alarm information to be collected
Parameter	Value
Alarm ID	-
Alarm severity	-
Alarm name	-
Alarm source/object	-
Generated at	-
Region	-
Type	-
Possible causes	-
Additional information	-

Collecting Log Information

Collect system logs and view details about user operations and operation time in the system to analyze and locate the fault. The following table lists the logs to be collected.

**Table 4** Logs to be collected
Category	Description
Android logs	Run the logcat command to collect logs in the log buffer.
	Collect the application stack information (in /data/anr) during an ANR.
	Run the dumpsys activity, dumpsys meminfo and dumpsys input commands to collect necessary dumpsys information.
	Run the ps –a command to collect process information.
	Run the getprop command to collect system property information.
Server logs	Collect syslog and kernel logs in /var/log.
	Run the dmesg –T command to collect and view the startup information.
	Run the docker stats/docker inspect command to collect Docker logs.

The Kbox_maintainer tool provides the one-click log collection capability. For details about how to use Kbox_maintainer to collect logs, see section "Collecting Logs" in the Kbox Cloud Phone Container Routine Maintenance

Parent topic: Collecting Information