For Troubleshooting purposes, our support team may occasionally ask for the Log files from your RockFLEET. These Log files include information about the device which is not readily available in the tracking information which helps us and the manufacturer to diagnose issues that may arise with your RockFLEET unit.
The Log files will only be required if our TracPlus support team cannot diagnose the issue through our in-house troubleshooting methods. Before you can complete the steps outlined below, there is a small step that one of our TracPlus support team members must complete first - please check with us that we have completed our prerequisite first before beginning.
You will require a smart device that can download the RockCONNECT app from the Google Play Store or Apple App Store.
Sending the Log Files:
- Open the RockCONNECT app. You will be greeted with the device setup page. Bluetooth connects to your RockFLEET.
TIP: If you have multiple RockFLEETs or Rock7 devices listed in the vicinity of the Smart Device you are connecting with, navigate to the "Signal" tab, the device listed at the top of this sub-page is the device closest to you. - Navigate through to Advanced > Logging
- Change the date slider to the Date in question. If requested, select all the indexes below.
- Press Upload in the upper right corner. This process can take up to 15 minutes to upload the files and will require the connected device to stay with the RockFLEET the entire time.
Once the files have been uploaded, the manufacturer will review and assess the device for any repairs required.
Should you have further questions please do not hesitate to contact the TracPlus support team on support@tracplus.com or call us on +64 (3) 477 8656.