- Connect your PC and the devices to the same LAN (i.e. the first three segments of the IP addresses should be the same, for example: 192.168.68.xxx)
- Open the browser of your PC, and enter the IP address of the target device, hit enter
- Use the following credentials to log in:
- Username: admin
- Password: 123456
- Navigate to General -> System -> Backup
This step is to export all the device settings so that we can recreate the problem
- Click the Debug tab, and start capturing the Packet and Device Logs
- On the affected device, go through the steps that lead to the issue. When everything is done, click Stop on the web UI. This ensures the logs capture the entire problematic process from beginning to end. The logs will be downloaded automatically when you click “stop”.
*It will also help us locate the problematic logs if you can write down the time stamp when the issue happens, for example: 2025 June 1st 16:45
- Send the following files alongside the steps you performed and the firmware version numbers to us, we’ll start analyzing once we have them.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article