Diagnostics

Debugging information is needed to solve complex setup or troubleshooting issues.
On the Diagnostics page, you can check the network connections, view and save the router system log, configure network traffic capture, enable debugging mode, and view a list of active connections with the ports used.

1. In the 'Network connection test' section, you can test the connection directly from your Keenetic using the ping and traceroute network utilities. In the 'Host address' field, specify the IP address or domain name of the host which you want to test and click the 'Start the test' button. Click 'Show settings' to configure more settings.

diag01_en.png

2. In the System Log section, you can view the system log where system events are logged. To view the system log, click 'Show log'. To save the log (system log.txt file), click 'Save to computer'.

diag02_en.png

Keenetic Whole-Home routers are able to send a system log containing warnings, system messages, etc., to a special Syslog server designed to collect and store system messages (logs). To do this, enable the 'Use Syslog' option and specify the IP address of the Syslog server in the 'Server Address' field that will appear. For example:

diag03_en.png

3. In the 'Debug Mode' section, you can enable advanced diagnostics, which includes detailed logging to the system event log for Internet connections (IPoE, PPPoE, L2TP, PPTP, UsbModem, IPv6) and DHCP server/client.

NOTE: Important! Please do not enable debug mode without a request from a technical support engineer. If you want to send the primary diagnostics to the technical support, save the system file according to the instruction 'Saving the self-test system file' and send it to the support service.

If the service engineer has asked you to enable debug mode, follow the steps below. Click the 'Enable debug mode' button.

diag04_en.png

NOTE: Important! After enabling or disabling debugging, the current connections will be forcibly re-established.

Thus, if the purpose of enabling the debug mode is to see the reasons for the interruption of the connection to the ISP, you should wait for the issue to happen after the initial planned reconnection.

After the debug mode is enabled, the message about the date and time of debugging start will appear.

diag05_en.png

When the problem occurs or repeats itself, press the 'Stop debugging' button.

After that the self-test.txt file with all necessary debugging information will be automatically downloaded to the computer. The self-test.txt diagnostic file contains not only diagnostic information, but also data from the log file and configuration file. The resulting online diagnostics file can be sent to our technical support team for troubleshooting purposes.

NOTE: Important! The settings in the self-test.txt file do not contain passwords, which ensures security when sending it to the support team.

4. In the 'Packet Capture' section, you can enable capturing network traffic passing through the selected interface of your Keenetic. You may find more information in the article 'Network packets capture'.

5. For Keenetic DSL modem routers, on the 'Diagnostics' page you can diagnose the DSL modem and see the characteristics of the DSL line when the connection is established. This diagnostics will help technical support engineers to identify DSL connection problems. It takes 10 minutes. The result is a file that you should send to Keenetic technical support for analysis.

diag06_en.png

 

Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.