The Plugable Debug Tool was designed to collect system information and logs to help us quickly diagnose device and software problems in detail. If you’ve already contacted us about an issue and have an open support ticket, please send us the resulting.zip file (generated by our PlugDebug program and saved to your desktop) via email directly to our support address at support@plugable.com by adding it as an attachment. If you know your support ticket number, please put “For ticket #xxxxx” in the subject line. If not, please put the name of the person who has been helping you so they receive the file. Please note: If you have contacted us through the Amazon Marketplace you will need to email the.zip file directly to support@plugable.com as Amazon will remove the attachment if sent through their system. If you haven’t contacted our support about an issue yet, just email support@plugable.com and attach the.zip file, along with a brief summary of your issue. Please include either your Amazon order ID or what product you are requesting support for.
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When collecting diagnostic logs:. Run the tool soon after the problem has occurred (so the problem is visible in the most recent logs). Have the problematic device connected at the time of running, if possible.
Running the tool on Windows:. Download the, then run Plugdebug-Win32.exe (Plugdebug runs on both 32-bit and 64-bit systems). In case of issues running the program, please try the. For diagnosing networking issues, please check the “Allow Plugdebug to gather advanced network connection info” checkbox. Click on “Start”. After a few minutes, a.zip file will be saved on your desktop.
The.zip file includes your machine name and current date in the format MachineDATETIME.zip — e.g. C: Users Joe Smith Desktop MY-LAPTOP20115.zip.
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Email the latest.zip file created by PlugDebug to support@plugable.com along with a brief summary of your issue. Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for. Running the tool on Mac OS X: (Intel based Macs only). Download the PlugDebug version appropriate to your OS X version below:.
OS X 10.7 and newer users, download the. For OS X 10.6, download the “legacy”. Double-click on the.zip file to extract it, then run Plugdebug.app. Click on “Start”.
After a few minutes, a.zip file will be created on your desktop. (If PlugDebug does not run, please follow the steps here -. The.zip file includes your machine name and current date in the format MachineDATETIME.zip — e.g. /Users/Joe Smith/Desktop/localhost20115.zip. Email the latest.zip file created by PlugDebug to support@plugable.com along with a brief summary of your issue. Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for. Running the tool on Linux: NOTICE: We do our best to make sure that Plugdebug runs on as many Linux Distributions as possible, but we can only test so many.
If you encounter issues on your distribution of choice, please let us know and we will do our best to fix it. Plugdebug is currently known to work on Ubuntu, Debian, Arch, Fedora, and Red Hat-based systems. Download the PlugDebug version appropriate to your Linux version below:. 64-bit users, download the. 32-bit users, download the. Make sure “Allow executing file as a program” is checked under file permissions. Double-click on the.run file, and if prompted select “Run in Terminal”.
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Click on “Start”. After a few minutes, a.zip file will be created on your desktop.
The.zip file includes your machine name and current date in the format MachineDATETIME.zip — e.g. /home/Joe/Desktop/localhost20115.zip. Email the latest.zip file created by PlugDebug to support@plugable.com along with a brief summary of your issue. Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for.
Next Steps:. We will analyze the logs and get back to you as soon as possible with any immediate solutions or workarounds. Thanks for your patience while we work to help! Read below: If you are contacting us through the Amazon Marketplace, Amazon will remove the.zip file from the attachment. You must send the.zip file to our support email address directly through your personal email account. If Gmail claims that the.zip file may contain malicious content, you will need to rename file, we suggest adding a.pdf to the end of the file name.
MY-LAPTOP20115.zip.pdf) If PlugDebug will not run on your Mac system, please follow these steps to generate a System Report file: 1. Choose the Apple Menu - About This Mac.
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From the window that appears, click on the ‘System Report’ button. A System Information window will appear. From the application menu bar, click on File - Save to save the information to a file 4. Email the file you just saved to support@plugable.com along with a brief summary of your issue.
Please include either your support ticket number (if you have one) or Amazon Order ID and what product you are requesting support for.
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