Overview
When troubleshooting a QuickServer issue, Chipkin support needs a full diagnostic log — a compressed snapshot that captures all active data arrays, protocol traffic, error counters, and system messages at the time of the problem.
This guide walks you through capturing and sharing that log.
[!WARNING] Diagnostic log files are too large to send by email — most mail servers will block or strip the attachment. You must use a file-sharing service (see Step 4).
Prerequisites
- A computer connected to the same network as the gateway
- The gateway’s current IP address (default:
192.168.2.101) - Your FSE number (e.g., FSE12345) — found in your Chipkin support email subject line
Step 1: Log In to the Web Interface
- Open a web browser and navigate to
http://<gateway-ip>(default:http://192.168.2.101). - Log in with the gateway credentials:
- Username:
admin - Password: printed on the label on the back of the gateway
- Username:
[!TIP] If you cannot reach the gateway, confirm your computer is on the same subnet. Try pinging the gateway IP from a command prompt.
Step 2: Start the Diagnostic Capture
- Navigate to: Diagnostics → Full Diagnostic.
- Click Start to begin the capture.
- Allow the capture to run for at least 60 seconds.
- While the capture is running, reproduce the problem — ideally more than once to ensure it is recorded.
[!NOTE] The diagnostic captures a rolling window of live data. If the issue is intermittent, try to trigger it during the capture period for the best results.
Step 3: Download the Log
After the capture completes, click Done to finalize and download the diagnostic file to your computer.
The file will be a compressed archive (.tar.gz or .zip depending on firmware version).
Step 4: Share the Log with Chipkin
Do not attach the diagnostic file to an email — it will be blocked by mail filters.
Upload the file to one of these file-sharing services and send Chipkin the download link:
| Service | Account Required | Notes |
|---|---|---|
| Tresorit Send | No | Recommended — encrypted, no sign-up needed |
| WeTransfer | No | Simple drag-and-drop upload |
| OneDrive | Yes | Generate a shareable link |
| Google Drive | Yes | Generate a shareable link |
[!CAUTION] Always include your FSE number (e.g., FSE12345) in the email when you send the download link. This ensures your diagnostic is matched to the correct support ticket and avoids delays.
What to Include in Your Email
When sending the download link to Chipkin support, include:
- FSE number — your project/ticket reference (e.g., FSE12345)
- Download link — the file-sharing URL for the diagnostic log
- Problem description — what is failing or behaving unexpectedly
- Protocol types involved (e.g., BACnet IP, Modbus TCP)
- Time of occurrence — when the issue happened (especially for intermittent problems)
Tips for Effective Diagnostics
- Reproduce the problem during the capture window whenever possible — this is the single most useful thing you can do.
- If the issue is intermittent, note the time of day and conditions when it tends to occur and include this in your email.
- For communication failures, confirm that all physical connections (Ethernet cables, RS-485 wiring) are secure before capturing.
- If you have multiple gateways, capture diagnostics from each one separately and label the files clearly.
Related Articles
- QuickServer — product overview and common workflows