Warning: Daily reboot and rebooting the device will clear out the log. Please collect the log after the issue appears, do not reboot before collecting the log.
To collect the player's DEBUG log, follow these instructions:
- Prepare a blank USB stick in FAT-32 format.
- Create a folder named "DEBUG" (case insensitive) at the root of a USB stick.
- If the player is not powered on, boot up the player and wait until it is operating (generally, you shall see a bootup animation, a playback button on the screen, or media content starts playing).
- Insert the USB stick into the player and wait for 3 minutes.
- Check the content within the "DEBUG" folder on the PC and you should see a folder's name consists of a string of numbers. If you see all zeros as the folder name then it means you removed the USB stick from the player too early. Please repeat steps 1-4 again.
- Zip up the entire "DEBUG" folder and send it to support@IAdea.com. Thank you!
For licensed IAdeaCare users, if your device is paired and online, you may able to collect the DEBUG log via IAdeaCare:
- Go to the IAdeaCare Portal (https://care.iadea.com) and log in.
- On the right pane, click [Devices]>[All devices], and find the device name on the main Windows table.
- Click the device name hyperlink to enter their basic information page.
- Click [Troubleshoot], then [Obtain device logs].
- Once you receive the log on your email, please zip up the entire "DEBUG" folder and send it to support@IAdea.com. Thank you!
If you are having issues while formatting the USB drive, please refer to this article: https://support.iadea.com/hc/en-us/articles/32386348280601-How-to-Format-USB-Thumb-Drive-to-FAT32