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When raising a Service Request with the Calnex Technical Support team, you will often be asked to provide capture data and log files. This article shows you how to find these files for Paragon-100G and Paragon-neo.
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Paragon-neo/100G Session Folders and CAT LogsThe capture files are stored on the internal filesystem in the instrument. To download them:
Note: you may be asked for a username and password. You can simply ignore this - either press OK or enter any string. Log files are also stored on the internal filesystem. These are stored in the top level .\Logs folder In both cases, the entire folder should be copied to your local PC. |
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The filesystem is accessed using Samba. If you cannot access the filesystem using File Explorer, then this is likely to be due to the Samba ports being blocked by switches or routers in your network or by an IT security policy on your PC. To resolve this, you will need to contact your IT department. Before doing so, you may want to check the following:
If the result is LISTENING, then there probably isn't a port blocking problem. If the result is anything else (e.g.FILTERED), then the port is being blocked. If the ports are being blocked in the network the problem cannot be resolved by Calnex. Either your IT organisation opens up these ports or the your PC has to be positioned in the network such that the ports are accessible (perhaps moving it into the same subnet as the instrument). |
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How do I get capture files if I can't see the instrument in File Explorer?In some organisations, local IT policy blocks the ports required by Samba (SMB) so File Explorer can't be used to access the instrument's storage. A workaround is available for this issue using a Tcl-based utility (CxDiag). This can connect to the instrument and allow the user to download a specific session folder (and also the instrument log files). The getting started guide for CxDiag can be found here. Downloaded files will be saved in a folder named CxDiagData_<serialNumber> in the same location as the utility. Subfolders for Sessions and Logs will be created. If you are requesting support, the entire CxDiagData folder should be zipped up and attached to your request. We are also aware of issues with Windows 10 PCs that may block SMB access. Further information on how to resolve these may be found in this article. |
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