System configuration > Customer support
Customer support exposes features and functions that support staff typically uses to debug and fix anomalies that can render the unit inoperable. Only use these functions as directed due to their sensitive and potentially destructive nature.
The customer support package is a snapshot of the state of the system at a point in time. This package can be sent to 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.
This option deletes all internal databases within the unit. 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.
Before deleting the databases, the system generates a customer support package. The package contains a snapshot of all the databases that are being deleted. It is critical that allow this download to complete and to save the file in a safe location as it is the only means available to revert the system back to its state before the deletion.
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.
All users, profiles, system and user preferences and test setups and configurations are deleted. The system reboots with the default auto network settings and logs in the default admin user.
NOTE
SIE files from previous test runs are not removed as part of the database delete process and these remain in their current location.
Download a PDF of the current firmware release notes.
FPGA (field-programmable gate array) files may be corrupted if power is interrupted during a firmware update. If the system presents a message indicating that the FPGA image appears to be corrupt, proceed as follows.