Diagnostic files from your smart switch may be requested by community moderators or NETGEAR employees to help troubleshoot a problem. The diagnostic files available vary depending on the model of smart switch and can be any of the following:
- Configuration file
- Tech support file
- Crash logs
- Full memory dump
- Error log
- Trap log
- Buffered log
Before sending files, you should first create a thread on the NETGEAR Community (or contribute to an existing thread that is relevant to your issue). Please do not send files unless instructed to do so by a community moderator or a NETGEAR employee.
To get the configuration file (HTTP transfer).
- On the admin page of the switch, go to Maintenance - Upload - HTTP File Upload.
- In the File Type drop-down menu, choose Text Configuration and click Apply.
- When prompted, save the configuration file to your computer.
To get the tech support file (HTTP transfer).
- On the admin page of the switch, go to Maintenance - Upload - HTTP File Upload.
- In the File Type drop-down menu, choose Tech Support and click Apply.
- When prompted, save the tech support file to your computer.
To get the crash logs (HTTP transfer).
- On the admin page of the switch, go to Maintenance - Upload - HTTP File Upload.
- In the File Type drop-down menu, choose Crash Logs and click Apply.
- When prompted, save the crash logs file to your computer.
To get the full memory dump (USB disk transfer).
- Connect a USB disk (formatted in FAT32) to switch.
- On the admin page of the switch, go to Maintenance - Troubleshooting - Full Memory Dump.
- Set Protocol to USB.
- Type a file name.
- Check the Hostname selection box.
- Check the Switch Register Dump selection box.
- Click Apply.
- The memory dump file is transferred to the USB disk. When completed, connect the USB disk to your computer to access the file.
To get other log files (error log, trap log, buffered log by TFTP transfer).
- On the admin page of the switch, go to Maintenance - Upload - TFTP File Upload.
- In the File Type drop-down menu, choose the requested log file (error log, trap log or buffered log).
- Type the IP address of the TFTP server in the Server Address field.
- Type a file name.
- Check the Start File Transfer selection box.
- Click Apply.
- The log file is transferred to the TFTP server.
Sending your configuration file to the moderators.
Retrieve the requested files and email them to switch_support@netgear.com. Include a link to your post on the forum where you've described the problem. You can do this by highlighting the URL address in your browser address bar and pasting that to the body of your email. Without this, we may not know who the files were from or what problem they refer to. Put a short description of the problem and "Attn:" to the switch forum moderator in the subject line so that they can flag it easily (example: "Throughput drop - Attn: JohnRo"). Include your forum handle so we can track you down just in case the forum link fails.