Joel_D
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Dec 5, 2016

Collecting and Submitting SoundTouch Application and System Logs

 

st_app.png

 

In certain circumstances, a Bose moderator may request system and application logs to further diagnose a SoundTouch related issue. Note that unless requested otherwise, BOTH system and application logs should be collected. After a moderator requests these files, the community user will receive a Dropbox file request sent to their community private message box.  

 

Note that a Dropbox account is NOT required to complete the file request.  After the files have been uploaded, Dropbox offers an opportunity to register but this is strictly optional. 

 

To collect system activity (SCM) logs:

 

(Preferred Method) To collect log information using a web browser:
 
Please note:
  • System logs cannot currently be collected from Lifestyle 600/650 systems)
  • This applies to systems running firmware version 18.0.11 or later. 
 

Put the system in Wi-Fi setup mode:

 

  • For SoundTouch systems with physical presets buttons (Portable/10/20/30), press and hold Preset 2 and Volume - for approximately 5 seconds for Setup Mode.
  • For SoundTouch systems with the adapter (SoundTouch Wireless Link/Wave SoundTouch/Stereo JC/CineMate or Lifestyle systems w/adapter), press and hold the Control button for 3 seconds.  To confirm the system is in setup mode the WiFi LED will be solid amber. 
  • On a computer or mobile device, open Wi-Fi settings and connect to the Bose SoundTouch Wi-Fi Network. 
  • Open the device's internet browser and go to the following URL(s) to retrieve log info:

 

For systems with Bluetooth support

  • http://192.0.2.1/logread.txt.gz (downloads the last 5 minutes of log info to a .gz file to the device’s storage. For iOS, choose "More" to save to iCloud or send via email)

 

For systems without Bluetooth support

  • http://192.168.1.1:82/logread.txt.gz (downloads the last 5 minutes of log info to a .gz file to the device’s storage. For iOS, choose "More" to save to iCloud or send via email)

 

  • Once logs have been retrieved, turn the system off to exit setup mode

 
To collect the log information of the system using USB, follow these steps:
 

If the system is connected to a network and can be found by the SoundTouch app:

 

  • Insert a USB drive into the SETUP B connector on the back of the system. 
  • In either the computer or mobile version of the SoundTouch app, select Menu > Settings > About, then select the system you are trying to capture logs from
  • The adapter's log file will be written to the connected USB drive
  • Remove the USB drive. A file name starting with 'logread' should have been written to the USB drive. (e.g. logread-2013-11-1-14-30-23.txt)

 

If the app cannot find the system on the network:

 

  • Insert a USB thumb drive to the system before starting the troubleshooting. The USB thumb drive should have 2MB free space available 
  • Within two minutes of seeing the failure on the system, press and hold 5 and Volume - until the countdown in the display ends 
  • Press Volume - once to display the item 1.1 Ethernet MAC address. Document the Ethernet address shown
  • Press Volume - once to display the item 1.2 Wi-Fi MAC address. Document the Wi-Fi address shown
  • Press Volume - four times to display the item 2.3 IP Address. Document the IP address shown
  • If "2.3 Network SSID" appears, the system software is not up to date. Press Volume + to display 2.2 IP Address
  • Remove the USB drive. A file name starting with 'logread' should have been written to the USB drive. (e.g. logread-2013-11-1-14-30-23.txt) 

Note:  SoundTouch Portable, SA5, SoundTouch 300, and SoundTouch 10 systems require the use of a USB to micro USB adapter similar to this:

 

USB to Micro_.jpg

 

 

SoundTouch Application Log Tool Instructions


The SoundTouch System Log Tool is an application that will help you create and collect logs when encountering issues with SoundTouch products and software. 

 

  • Navigate to the Program File folder where the SoundTouch Application has been installed
    For Windows, navigate to C:\Program Files (x86)\SoundTouch
    For Mac, navigate to the Applications folder and open the SoundTouch folder found there
  • Run the “SystemLogTool” program in the folder

 

system_log_tool.jpg

 

  • When the application opens it will automatically search for any SoundTouch system(s) on your local network
  • Any SoundTouch system on the local network will appear in the window regardless of series, software, or attached server. If a SoundTouch system has not been named during a previous setup it will appear with the default system name i.e. SoundTouch A1FD03
  • Select the system(s) from which you would like to collect logs
  • Select the method you would like to use, you can choose:

 

  • Collect Logs Now – This option will collect system and installer logs
  • Run Then Collect – This option will open a logging version of the SoundTouch app. Once the app is closed it will collect system, installer, and application logs


In most cases you should choose option B. If you choose option B (Run Then Collect) a logging version of the SoundTouch app will open

 

  • Recreate the issue you are encountering and, when finished, close the SoundTouch application
  • After several seconds a .zip file will appear on your desktop labeled “2015-08-12T12-15-29-SystemLogTool” where the beginning string of numbers is the date and time.

 

system_log_files.jpg