MikroTips: asking for help

it's not connecting why is it not connecting again if you go into the packages menu here you can so just like me sometimes you just don't know what is wrong and you need to contact somebody and ask for help in this short video i will show you what information to prepare so that somebody can help you better before you contact somebody for help it's good to first try a few things first of all i always recommend doing a system upgrade so connect to your router go into the system packages menu we have a button that says check for updates so check for updates in my situation i'm in the testing channel and it says here system is already up to date in your case it might be the stable channel for most people stable channel is the best if you see that there is a new version it is always recommended to upgrade so you would have to click download and install so for example here in the development i see that the latest version is newer than the current one i would click download and install but in my case the router is already up to date so i will close this and what else i can prepare my configuration so that this other person who is going to help me can read it so there are two ways if you are contacting a microtech consultant or somebody on the forum you can export all of your configuration in a text file and it's going to be a readable text file so how to do that you open the new terminal here on the left side and then you type export hide sensitive this means that no passwords will be included and you can show this file to basically anyone so export height sensitive but in my case i want to save it as a file so i type file help whatever so enter and it's done in the files menu now you see a file called help dot help.rsc right click and download this is going to be a text file you can open it with any kind of text editor see what's inside so this is the file you want to send somebody and then they can open the file and see what stuff you have configured in your router and you don't risk sharing your password with anyone because this hide sensitive option takes care of that what else so if you want to contact microtech support not a consultant you can also make a system support output file this file contains more information but all of the debug information is only readable by microtex support so if you type system support output sub output type enter then it's going to create a special debug file with all kinds of information inside including crashes reboots logs and information about your hardware and other stuff so this is going to take a while uh it's very important that you wait until the file is completely done and it can take a while especially on devices which are quite active and on also on slower devices this can take even several minutes so while the file is being created i also suggest to look at the log files so here you can see the log it has all kinds of interesting information about what's going on in your router but not all of the information is being logged right away you need to go into system logging and sometimes it's useful to add a new rule for example if you're having problems with a wireless you can go and add topic wireless and then add debug so both topics wireless debug this will make sure that additional information is being logged and now you'll also see not only caps info you'll also see some debug information in my case i'm running capsman so it doesn't apply this is just for sake of example if you're making a support output file make sure you add relevant debug logs before you create the file so you can also add a similar stuff for example if you're having troubles uh problems with l2tp add l2tp debug okay and then go and either click this button here make support uh support output file or just like i did in the terminal type system output enter and wait until it's done and once the file is created this is the first file i made right click download to your computer and that's it before even contacting somebody make sure that you didn't make a typo or some kind of mistake that is causing all your issues so it's it is uh also important to try and reconfigure everything from scratch so you can go to system reset configuration so there are several options here um if you want to completely reset everything then you can check no default configuration then the device will not have any standard factory configuration everything will be disabled no addresses nothing but for home devices it's usually suggested to start from the factory configuration so leave this alone and click this button and it will reset the device to factory defaults and then you can go and reconfigure everything step by step to make sure that you didn't make some kind of typo sometimes you you you add some kind of addresses and then you make a small mistake and this can be the cause of all your issues so first reset your device start from scratch do everything if the problem is still there enable some logs system logging add some debug logs after you have enabled the debug logs you can make the export file you can make the support output file and then you can download these files and send to a microtech consultant you can post your export file into our forum but at least then you'll be already prepared you can say that you have already upgraded your router you have already enabled the logs and you have read them and you didn't see any obvious problems and it will be much easier and faster for people to understand what's going on in your device in any case these are some basic first steps you need to do my personal suggestion is to start with a microtech forum which has a lot of people and they are quite friendly you can post a clear description of the issue that you're having you can describe that you already did these basic things and include your export file and then the people will not have to ask you to do this and try that you'll be already prepared and in case uh the forum is unable to help you can always send the support output file to the microtech support team and then they can see that you already have done your part and then they can uh already start looking for the actual actual issue they don't have to tell you to upgrade and check the logs even for me sometimes i run into some configuration issue and i'm pulling my hair out and i just don't see where the specific issue is coming from and then i have made an export file i show it to my colleague martin and he's looking at it and he says you have a typo right here in the first line and it's just i didn't see it before because i was just so concentrated on finding my mistake that i didn't see the obvious thing so yeah making an export file is definitely my number one suggestion and good luck

Channel: MikroTik

Views: 3,593

Rating: 4.8630137 out of 5

Keywords: mikrotik, routerboard, routeros, latvia

Id: ZioYTvzohSU

Length: 8min 17sec (497 seconds)

Published: Thu Jul 15 2021