Mobotix HUB Diagnostics tool

This article contains instructions on how to use the Mobotix HUB Diagnostics tool. During the course of troubleshooting a technical support issue, you may be asked to gather certain diagnostic information including Mobotix HUB log files and Microsoft Windows system information. Because the process of collecting this information is time consuming and prone to errors when done manually, the Mobotix HUB Diagnostics tool is provided to automatically gather diagnostic data that is commonly used in technical support cases. This tool is provided free of charge and without any restrictions. The tool is compatible with all Mobotix HUB products.

The Mobotix HUB Diagnostics tool can be found in one of the following locations in your installation (substitute drive letter as needed):

HUB Desk Client - C:\Program Files\Mobotix\HUB Desk Client\Tools\DiagnosticsTool
HUB Event Server - C:\Program Files\Mobotix\HUB Event Server\Tools\Diagnostics Tool
HUB Management Server - C:\Program Files\Mobotix\HUB Management Server\Tools\DiagnosticsTool
HUB Mobile Server - C:\Program Files\Mobotix\HUB Mobile Server\Tools
HUB Recording Server - C:\Program Files\Mobotix\HUB Recording Server\Tools\DiagnosticsTool

Note: The Diagnostics tool is the same regardless of where it is located. It is included in multiple locations only for redundancy to ensure that it is available when needed regardless of the type of installation.

Using the Diagnostics Tool

When you launch the tool for the first time, you are presented with several options: Run Diagnostic, Collect Logs, Collect Defaults, Open Existing Diagnostics Report, Configuration and Logging. For most troubleshooting scenarios, please perform the following steps:

1. Choose “Run Diagnostic.” Select your computer and choose “Run.” When finished, choose “Save.” The application will show the location where the file is saved. Click “Back to Main Page” to return to the Main Menu.

2. Click “Collect Logs” , enter MSC123456 for the case number, optionally you can enter the Export Path where the file will be saved, then click “COLLECT”.

Note 1: In the Collect Logs dialog you have the option to select which data types to collect. Your Support engineer may provide specific guidance here, but usually a safe choice would be to navigate to the data types “Logs” and “Event Viewer Logs” and select “All Files.” Unless otherwise instructed, collect logs from a week ago until the present day.

Note 2: If you prefer, you can collect a predefined set of logs and information about the system for initial investigation by clicking on the “Collect Default Logs” button on the Main screen.

3. When finished, the tool will show the location where the collected data is stored. The file naming convention is:

MSCXXXXXX - MachineName - - (MSCXXXXXX will be replaced with what you enter in the ‘Case Number’ - date and time is the time that the tool was run)

Note 3: The option to upload the data via FTP does not work currently. Please email the .zip file created above to Mobotix Support.

Diagnostics Tool command line options

The Diagnostics Tool also supports command line arguments which are as follows:

/logs - initializes collection of logs with time period specified in the format: 1d, 1w, 1m, where “d” = days, “w” = weeks, “m” = months.

  • Example: /logs:1m — will collect logs changed in the past month counting backwards from the current date.

/includeminidumps - specifies whether minidumps created by the XPCO services should be included in the collection.

  • Example: /includeminidumps:true - will include the minidumps in the collection process.

/eventviewer - will initialize the collection of windows event viewer logs separated by commas with no spaces (Application,Security,Setup,System).

  • Example: /eventviewer:application,security - will collect the Application and Security event viewer logs only; /eventviewer:all - will collect all above mentioned event viewer logs.

/db - will initialize the collection of the Surveillance (XPCO) SQL database located on the machine.

  • Example: /db:yes

/includelist - specifies the path to a plain text document containing file or folder paths that should be included in the collection.

  • Example: /includelist:“C:\Users\systest\Desktop\testlist.txt”

/? - brings up the Diagnostics Tool command line help.

Note: If a folder path is specified, all subitems will be collected recursively.

A full example for collection:

cd “C:\Program Files\Mobotix\HUB Management Server\Tools\DiagnosticsTool”

.“Diagnostics Tool.exe” /includeminidumps:yes /logs:4w /eventviewer:all /db:yes /includelist:“C:\Users\sample\Desktop\test.txt”