Creating a Support Package

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 (Control App)

The support package can be created from the Troubleshooting dialog:

1. Open the Main Menu in the application.
2. Select Troubleshooting.
3. In the "Support Package" tab, select what you want to include:
   • Include log files: (Recommended) Includes the software's internal logs which record errors and system events.
   • Include local database: Includes your local training data. This is useful if you have issues with data syncing or missing records.
4. Click Create Support Package.

Note: You can also access this functionality from the Sync Status Dialog

How to create a Support Package (Machine App)

A support package can be created from the machine screen as well. Do this if you are not using ControlApp to record sessions, but rather the on-screen Sessions app (possibly in combination with 1080 Go mobile app)

1. Swipe down to see the machine control panel
2. Tap sync log button
3. In the new sync dialog that opens, tap Support Package
4. Select what to include (same as for control app)
   • Include log files: (Recommended) Includes the software's internal logs which record errors and system events.
   • Include local database: Includes your local training data. This is useful if you have issues with data syncing or missing records.
5. Tap 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:

1. The support package (a .zip file) will be saved to your Desktop.
2. You should manually send this file to 1080 Motion support via email or your preferred support channel.