When to Obtain Logs
The assumed procedure to be taken when a request for log collection has been received is shown below.
Preconditions
When the Canon staff who is in charge of quality follow-up determines the need for an analysis of debug log by the R&D department, log collection is requested via sales company HQ. Logs are used to determine the cause.
Anticipated log collection procedure
1. Contact the user to identify the date and time the failure to be analyzed occurred. ( The date and time of occurrence is used to judge whether it is included in the dates and times of the obtained log files. The date and time of occurrence needs to be informed together with the obtained logs. The information is necessary in order to shorten the time required for the analysis. If multiple failures have occurred, the dates and times of those failures need to be informed. If the exact date and time is not clear, just a rough idea will do. )
2. At the user’s site, enter download mode and obtain logs.
3. Check that files of around the specified date are included in the logs.
4. If the symptom can be reproduced, reproduce it.
5. Press the counter + 1, 2, and 3 keys to obtain logs.
6. Collect all the obtained logs.
NOTE:
Prepare a USB memory device of 2 GB or more in capacity as the USB memory device used for log collection. It is necessary in order to secure enough capacity when logs are obtained multiple times.
In order that the USB memory device is recognized in download mode, it is recommended to store the system software of the host machine. In case of emergency, if there is an empty folder named "iAC5255", the USB memory device can be recognized.
As for the collected logs, all the logs moved to the USB memory device should be sent.
The logs are directly saved to the HDD. It is assumed that logs of a day (if various operations are continuously performed) or logs of approx. 30 days (in the case of common use) can be stored. In the case of logs within the foregoing assumed storage period, it is rare that the logs are overwritten and need to be collected again.
Checking the name of the log file
Check the date of the file whose name begins with SUBLOG00_00. It is highly possible that files of around the date and time the symptom occurred contain information recorded at the time when the failure occurred.
An example of log acquisition when the occurrence date has been specified
An example of a failure which occurred around 20:38 on October 3:
NOTE:
If the obtained log file name contains "SHT", it means that the log was recorded at the time of shutdown.
Example:
SUBLOG00_0001_0918140788SHT.TXT
When checking the occurrence date and time with the user, if the performed operations include turning OFF the power, use the file name "SHT" as a clue for identifying the date and time.
If the number of seconds is expressed as "99 + three-digit number", the number shows the cause which triggered the log acquisition (e.g. acquisition due to an error code E[three-digit number]).
Example:
When an error code E747 occurred
SUBLOG00_0001_0918140799747.TXT
When checking the occurrence date and time with the user, if an error code has occurred, use E[three-digit number] as a clue for identifying the date and time.