have EGX300 Device Log Export question and more

[MathieuDesjardins]

Hi we an EGX300 that is sending logs monthly and we are facing a strange issue.

We have 5 devices so we are exporting 5 logs. At the time of the export, there is almost always (9 time out of 10) a log missing and it isa not the same at each occurrence.

It might be missing log 2. Sometime it is missing two logs.

Like this morning, I manually triggered the export and I ma missing my last two logs. I f I start it again, it might be missing the second one.

There is no error message, we are using SMTP, no login required.
We did some network traces but no clear answers of what could go wrong, thinking that it seem to be random. Anyone had a similar issue?
We are running an old version of the product (4.200) because people using the platform before us had fear in updating the product firmware.
Talking about firmware updates, are they usually smooth?
Do I have to backup something?
Any tips?

Thank you all!

[Thierry_Baudard]

Hello @MathieuDesjardins,

The most relevant is probably to create a support ticket  the SE Customer Care Center in your country (Canada)

They should be able to deliver a more relevant support for this issue

As you mention, the 1st thing to do is probably to update the firmware of the gateway to the last version and they can advise and guide you for this.

BR

[Romain_Polette]

Hello @MathieuDesjardins , 

EGX300 is no more supported. If you contact tech support, you may not have any help.
Please find enclosed the latest known FW package for EGX300. Please read carefully the documentation.

Regards, 

[MathieuDesjardins]

I tried a support case but as being out of support and discontinued I was aware that not much could be done. We did noticed that the device was sending 3 MB of reports per email. The data contained was all the history from 2019.

We made a test ticking the incremental option and the report seem to go faster (all 5 emails sent under a minute instead of a wait time of 2 minutes between reports).
I don't know if there is an option between the incremental export and the full export but we will try the incremental for now.

[Romain_Polette · Accepted solution]

Hi @MathieuDesjardins , 

If you check the documentation:

This is why selecting the Incremental option made the data log export faster.

In the v4.461 release notes, you can see that some Data Log export algorithm was updated on v4.370. You can upgrade your EGX300 FW for better experience with Data Log export feature.

Regards,