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.

Table 1 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. Table 2 lists the specific information to be collected.

**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. Table 3 lists the specific information to be collected.

**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. Table 4 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 Kbox Cloud Phone Container Routine Maintenance (Android 15).

Parent topic: Collecting Information