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Maintenance and troubleshooting
Downloading diagnostic logs
To assist the troubleshooting of your Axis Powered by Genetec device, you can download its diagnostic logs.

Preface
User guide
- Introduction to Axis Powered by Genetec
- Axis Powered by Genetec features
- Configuration
- Maintenance and troubleshooting
  - Verifying the firmware versions
    You can verify the firmware versions running on your Axis Powered by Genetec unit in three places. On the unit's Identity page in Config Tool, in the Security Center Hardware inventory task, and on the unit itself through the AXIS device interface.
  - Upgrading the firmware
    You can upgrade the Synergis™ Softwire app and the Axis Powered by Genetec unit firmware in a single operation.
  - Rolling back the firmware
    If you have upgraded your Axis Powered by Genetec firmware, you can roll back to the previous version, but you must also reset your device to factory default and reconfigure it.
  - Downloading diagnostic logs
    To assist the troubleshooting of your Axis Powered by Genetec device, you can download its diagnostic logs.
  - Deleting archived and obsolete logs
    To free storage space on an Axis Powered by Genetec unit, you can delete the archived and obsolete logs.
  - Monitoring peer-to-peer connections
    To monitor peer-to-peer connections for your Axis Powered by Genetec unit, navigate to the Network subpage within the Powered by Genetec page.
  - Disabling tamper alarms
    You can disable any of the tamper alarms on an Axis Powered by Genetec unit from the AXIS device interface.
Release notes
A1210 user manual
A1210-B user manual
Glossary
Where to find product information
You can find our product documentation in the following locations:
Technical support
Genetec™ Technical Assistance Center (GTAC) is committed to providing its worldwide clientele with the best technical support services available. As a customer of Genetec Inc., you have access to TechDoc Hub, where you can find information and search for answers to your product questions.

Downloading diagnostic logs

2024-04-19

To assist the troubleshooting of your Axis Powered by Genetec device, you can download its diagnostic logs.

What you should know

Diagnostic logs can be downloaded only when the Synergis™ Softwire app is running. If the app is inactive, you need to access the diagnostic logs as part of the Axis server report. For more information, see The device interface > System > Logs in the Axis Powered by Genetec Help.

Procedure

Go to the Powered by Genetec page.
Click the Logs tab.
In the Download diagnostic logs section, do the following:
- Click Download all to download all the log files, including the archived and obsolete logs.
- Click Download audit logs to only download the audit logs.

The download might take several minutes, depending on the log size. The downloaded logs are consolidated into a single file named after the Axis Powered by Genetec unit, followed by the timestamp of the download. To view the contents, simply double-click the file.