You can download technical support files to help troubleshoot problems. This includes a zip file of all the logs and optimization input files for a user-defined time period that you can share with Johnson Controls Level 3 (L3) Technical Support if a Level 2 support team cannot diagnose or resolve the issue.
- In the navigation bar, click the Help icon on the right side, select L3 Support Files.
- From the Select Date calendar, select the date. From the Start Time and End Time lists, select the times. You can select the times for a maximum of four hours, for example if you select the start time of 1 A.M., then the maximum end time is 5 A.M.
- Click Export.
When you click Export, a zip file exports that contains the log files and the JSON files. The files include the host file log, optimization log, availability report and logs, SEER logs, and all saved optimization JSON files for that time period. The full optimization JSON files are saved only for failed dispatches. The log files contain data for one day. However, the JSON files generate every 15 minutes, which is why there is a four-hour selection limit.