Customer support exposes features and functions that support staff typically uses to debug and fix anomalies that can render the CX23-R inoperable. Only use these functions as directed due to their sensitive nature and potentially destructive nature.
There are two options available:
This takes a snapshot of the state of the system at a point in time. It creates a package that you can send customer support for further analysis, debugging, and addressing. This package is an archive zipped file containing all internal databases, system information, messages, status, and disk usage. It is recommended that this be downloaded and sent to customer support when requested. The support staff have the tools and knowledge to open, interpret, and fix any issues found.
All users are able to generate this support package.
This option deletes all internal databases within the CX23-R. Because of its destructive nature, only those users with the highest security level are granted access to this area. Only perform this when instructed by customer support and when a recovery strategy exists. Make sure to save all pending changes and that no other users are on the system before executing this option.
Once you click this option, a warning dialog displays advising the user of the consequences. At this point in time, the user can cancel out of this process, or continue.
If the user chooses to continue, a customer support package generates and a dialog displays. The package contains a snapshot of all the databases that you are about to delete. It is critical that allow this download to continue and the file downloaded to a place for safekeeping. It is the only means to be able to revert the action about to be performed.
NOTE
Depending on the size of the databases, this may take from several seconds to several minutes to complete. Please allow this to complete before continuing.
At this stage, the user again has the option not to continue with the deleting of the databases. Should the user decide to continue, the databases id deleted and a reboot occurs.
NOTE
At this time, the state of the CX23-R is almost set to factory settings. All users, profiles, system and user preferences, setups, and configurations have been deleted. The only user available is the default ‘admin’ user. The only network configuration is the default dynamic configuration.
Upon a restart, the user is automatically logged in with the default admin username.
NOTE
Any SIE files from previous test runs will not be removed as part of the database delete process and these remain in their current location.