A Support Package is a diagnostic tool used by the 1080 software to gather information about your system, software logs, and local database. This information is essential for our support team to diagnose and resolve any issues you may be experiencing.
What is included in the package?
The support package is a compressed ZIP file containing:
- EnvironmentInfo.txt: Details about your Windows version, .NET version, software version, and hardware specifications.
- DbInfo.txt: Summary of your local database size and sync status.
- Log files: (Optional) Recent application logs. Recommended to always include this
- Local database: (Optional) A copy of your local SQLite database.
Privacy Note: The local database when included, contains any training data recently recorded on the device or downloaded from the cloud servers. By creating a support package, you are implicitly granting 1080 support staff to look at this data.
How to create a Support Package
The support package can be created from the Sync Status Dialog dialog:
- Make sure you are logged in to the application
- Click the Sync icon in the top right corner of the app
- Select Sync Status Dialog.
- In the "Troubleshoot" tab, click on Create Support Package.
What happens next?
Automatic Upload
If your computer is connected to the internet, the software will attempt to upload the support package directly to 1080 Motion's secure cloud storage. You will receive a notification once the upload is successful.
Manual Sending
If the upload fails or if your computer is offline:
- The support package (a
.zipfile) will be saved to your Desktop. - You should manually send this file to 1080 Motion support via email or your preferred support channel.