Collect and export troubleshooting data

By default, the troubleshooting data is turned on and automatically collects default data for an HMI device. If more information is required to diagnose the problem with the HMI device, Rockwell Automation emails a profile with a .RSTracingConfiguration extension. Use this file to collect additional data for Rockwell Automation Technical Support to diagnose the HMI device.
When the troubleshooting profile is running, export a troubleshooting log to an external device and email the log to Rockwell Automation Technical Support for diagnosis. After the log is exported, restore default troubleshooting on the HMI device.
To collect and export troubleshooting data
  1. Download the .RSTracingConfiguration file from Rockwell Automation to a USB flash drive or SD card.
  2. Insert the device into the HMI device.
  3. On the HMI device or in the
    System Banner
    , select
    Navigation
    Icon: NavigationMenuButton and then select
    Settings
    .
  4. Select
    Troubleshooting
    . The
    Troubleshooting
    popup opens.
  5. Select
    Import Profile
    . Messages indicating that the troubleshooting profile is being imported and that the troubleshooting profile is running appear. The profile collects the additional data. Do not select
    Restore Default Profile
    yet. This reboots the HMI device, clearing any non-default troubleshooting data.
    TIP:
    If an error occurs while importing the troubleshooting profile, a message indicates there is a problem with the external device or the file on the external device. The device may be damaged, read-only, or may not contain a valid troubleshooting profile. Place the necessary profile on another external device, insert that device into the HMI device, and select
    Import Profile
     again.
  6. If instructed in the email from Rockwell Automation that accompanied the profile, repeat the actions that caused the problem.
  7. Select
    Export
    . The troubleshooting log exports to the media. A message indicates when the log is successfully exported to the external device. The date and timestamp of the export appears.
    TIP:
    Tips:
    • If an error occurs while importing the troubleshooting profile, a message indicates there is a problem with the external device or the file on the external device. The device may be damaged, read-only, or may not contain a valid troubleshooting profile. Place the necessary profile on another external device, insert the device into the HMI device, and select
      Import Profile
       again.
    • When exporting troubleshooting data to an SD card or USB storage device, make sure the SD card or USB storage device:
      • Has sufficient space
      • Is inserted into the HMI device
      • Has write permissions
      • Is a supported SD card type
      • Has a supported format of FAT32
  8. Place the troubleshooting log on the computer and email the file to Rockwell Automation Technical Support.
  9. Select
    Restore Default Profile
    . When prompted to reboot the HMI device, select
    Yes
    . This restores any non-default troubleshooting data from the HMI device.
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