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Escalation Requirements
| Information Needed | |
|---|---|
Detailed Problem Description |
Example: I am unable to share content using Pano. I have tried to connect from different devices. |
| Files Needed | |
|---|---|
Pano Logs |
Procedure
|
Group Series Logs |
A Pano is usually used in conjunction with a Group Series endpoint. The GS logs are downloadable via the web interface of the suspect codec, log in via the IP address > Diagnostics > System > Download Logs > Download System Logs. Depending on the browser used, you will get a Save As for downloading the .tgz file. |
Wireshark Capture |
Especially for problems related to connectivity a packet capture can be vital to understand what is causing the problem and expedite resolution. |
Date & Time of the incident |
Logs can be extensive, so you must include all the relevant information about when the problem started and stopped. |
Serial Number Location
The Pano serial number is located on the bottom of the device and on the shipping container. The Pano may be mounted or secured behind a video screen. It's good practice to record the SN and keep it visible when needed.
