Diagnostics

Use the Diagnostics screen to troubleshoot devices and gateways connected to the system and to view system message logs.

To view the Diagnostics screen, select System Settings Icon Settings > Diagnostics.

Device Diagnostics

Tap the Devices tab to view all of the network devices that are paired with the Crestron Home system, organized by room. Each device reports its network status, firmware status, whether it is included in a scene, and whether it is affected by a scheduled event.

Select a room from the list to view the status of the devices configured for the room.

The following status information is provided for each device in the room:

NOTE: Devices that are not connected to the network, such as relay‑controlled devices and uncontrolled audio sources, do not display any network connection information.

Wireless Device Status

  • The device is online and detected by the system.
  • The device is offline or not detected by the system.
  • A network connection cannot be determined or if the device is being scanned.

Wired Device Status

  • The device is online and detected by the system.
  • The device is offline or not detected by the system.

Serial Device Status

  • The device is functioning and is associated with a COM port in the system.
  • The device is functioning but is not associated with a COM port.

IR Device Status

  • The device is functioning and is associated with an IR port in the system.
  • The device is functioning but is not associated with an IR port.

CEC Device Status

  • The device is functioning and is associated with a CEC port in the system.
  • The device is functioning but it not associated with a CEC port in the system.

Battery Device Status

  • The battery level is OK.
  • The battery level is low. Replace the batteries soon.

    NOTE: For battery-operated shades:

    • The shade will operate normally.
    • When the battery level is very low, the shade operates at reduced speed.
  • The battery level is too low to operate the device. Replace the batteries. The device will also report as offline.

    NOTE: For battery-operated shades:

    • The shade cannot be operated.
    • The shade can communicate with the system to perform firmware functions and report status. For example, report communications status, provide feedback, pair with a gateway, report battery level.
    • When the usable battery-level is depleted, the shade motor will also report as offline.

Scenes

  • The device is part of a scene.
  • To view the scene(s) that a device is in, select  Scene.

Firmware

  • The device is running outdated firmware that is not supported by the system.

View Error Details

  • The system detects an issue with the device.
  • To view an error, select  Error.

Device Settings

To view the device settings, select a device and then select  Settings.

Gateway Diagnostics

Tap the Gateways tab to view all of the gateways that are paired with the Crestron Home system. The Gateways tab also provides an option for viewing the system of paired Sonos devices. Each gateway reports its network and firmware status.

Gateway Status

The status is displayed for each gateway:

  • The gateway is online and detected by the system.
  • The gateway is offline or not detected by the system.
  • The gateway is running outdated firmware that is not supported by the system.

Sonos Gateway Status

The status is displayed for the Sonos System gateway:

NOTE: For more information on troubleshooting the Sonos system, refer to Sonos and Crestron Home Integration.

  • The Sonos system has discovered devices from multiple households after a device from one household has been paired.
  • The Sonos system is not detected by the system.
  • The Sonos system is disabled.
  • A paired Sonos device is not detected by the system.

View Error Details

  • The system detects an issue with the gateway.
  • To view an error, select  Error.

Gateway Settings

To view the device settings, select a gateway and then select  Settings.

Services Diagnostics

Tap the Services tab to view the services that are paired with the Crestron Home system.

Diagnostics - Services Tab

The status is displayed for each service:

Icon Description
Diagnostics - Online Icon The service is online and detected by the system.
The service is offline or not detected by the system.
The system detects an issue with the service

To view the service settings, select  Settings.

To view an error, select  Error.

System Logs

Use the Logs tab to view system events that have occurred on the Crestron Home system.

To view logs for Crestron Driver devices turn on Driver Logging. For details, refer to Crestron Driver Logs.

NOTE: If Driver Logging is off and a Crestron Driver device logs an event at the Error or Warning level, the event will display in the logs.

To view the system logs:

  1. Select the Logs tab.
  2. Select a date and then a specific time range. from the menu on the left.
  3. The logs are displayed on the center of the screen. Use the Left and Right arrows to move through the log pages.

    The logs are displayed as: [Time] [log severity] [Driver:][Device Name] in room [RoomName] [message]

    • Time: The time of the log (hh:mm:ss).

    • Log Severity: The logging level.

    • Driver: Displayed for events related to Crestron Drivers.

    • Device Name: Displays the name of the device.

    • RoomName: Displays the room that the device is in.

    • Message: Displays the log message.

NOTE: An SD card must be loaded into the MEMORY slot on the Crestron Home processor to store log files.

Crestron Driver Logs

Turn on driver logging to view logs for Crestron Driver devices. Logging can be turned on for only one device at a time.

When driver logging is turned on:

  • The Crestron Home system saves the logs for Crestron Driver devices.
  • The logs are retained between reboots.
  • Driver logging remains on between reboots.

IMPORTANT: Turn off logging when finished. Leaving driver logging on may cause system performance issues.

To turn on driver logging:

  1. Select the Devices tab and then a device.
  2. Select  Settings.

  3. Open the Advanced tab.
  4. To turn on driver logging, select the Enable logging.

To view the logs, select the Logs tab. For details, refer to System Logs.