Device Diagnostics

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Diagnostics Menu

The Device Diagnostics area in GTConnect provides a detailed view of a device’s status, configuration, activity, and performance. This section is designed to help you verify that a device is online, communicating correctly, and running the expected firmware and modules. Diagnostics also offers tools for troubleshooting and maintaining devices, including viewing logs, checking configuration values, and monitoring real-time activity. 

To access Diagnostics, open Devices > Device Explorer, select a device from your company list, and click Diagnostics.  

At the top of the Diagnostics page, you may also see device actions such as Reboot, Restart App, Reconnect, and Boost Log. These tools can help resolve device issues, but should be used with caution. 

Important: The Device Diagnostics area is intended primarily for IT staff or advanced support users. Many actions and settings here can affect how a device operates. End-users should typically only view information, not modify or reset device settings. 

The Diagnostics section includes several menus—such as Overview, Configuration, Events, Commands, Historic Logs, Live Logs, Metrics, Uploads, Crash Reports, and Interactive View—each providing specific insight into how a device is operating. These tools allow you to review device details, installed modules, applications, network settings, activity logs, event history, live issues, and remote interaction options. 

Overview Menu 

The Overview Menu provides a complete snapshot of a device in one place, combining key information from three tabs: 

  • Details Tab – Displays the device’s status (Active/Idle), hardware information (device type, part number, PCB revision, PCB tested date), network settings (DNS, gateway), and firmware version. Use this tab to quickly verify that the device is online and operating correctly. 
  • Modules Tab – Shows all hardware components installed on the device, including readers, thermal camera, PoE module, camera, microphone, and I/O modules. Each component lists key details such as firmware version and part number, allowing you to confirm that all hardware is present and functioning. 
  • Applications Tab – Lists all installed software applications and their status, helping you confirm that the device is running the correct software. 
Tip: The Overview Menu is your first point of reference when checking a device’s health. Start with the Details tab to verify connectivity, then review Modules and Applications to ensure all components and software are functioning.

Configuration Menu 

The Configuration Menu displays all current settings applied to the device.  Please contact Delphia Hardware Support if any configuration settings need to be modified. 

Configuration Settings: 

  • Green: The setting has been configured in GTConnect and is the master value. Green indicates that the device and GTConnect are in sync. 
  • Red: The setting differs between the device and GTConnect. 
  • No Color: The setting is at the device’s factory default and has never been modified from GTConnect. 

Settings in green cannot be changed directly on the device. Any GTConnect value (green) will automatically override the device setting the next time the device checks in. 

Events Menu 

The Events Menu provides a log of all device activity, with filtering and export options for review. 

  • Filtering: Use the event type box and date range to locate specific events. 
  • Date Range: Adjust from 1 hour up to 30 days using the slider or list box. 
  • Export: Click Export to Excel to save filtered events for review or auditing. 
Tip: Apply filters before exporting to include only the events you need. Useful for troubleshooting and confirming device activity. 

Commands Menu 

The Commands menu displays all commands sent to the device, allowing you to monitor and manage device actions. Common commands include: 

  • Clear State – Resets the device’s internal state. (Delphia Support, clears configuration) 
  • Restart – Restarts the device application. 
  • Reboot – Reboots the device completely. 
  • System Reset – Restores the device to its default factory settings. (Delphia Support function to factory reset device) 
  • Boost Log – Initiates logging of device activity for troubleshooting purposes. 

You can filter commands by: Time, Type, Subtype, User, State, and Completed At to quickly locate specific actions. 

Filtered command lists can also be exported to Excel for reporting or auditing purposes. 

Tip: Use filters to focus on relevant commands, especially when troubleshooting multiple devices or reviewing device activity over time.

Historic Logs Menu 

Historic Logs allow you to review past activity for deeper troubleshooting or auditing. 

  • Filters: Narrow results by source, severity (alert, critical, error), or time period. 
  • Timeline Sliders: Use sliders to focus on a specific range. 
  • Export: Save filtered results to Excel for record-keeping or reporting.
Tip: Combine filters to quickly find the events or activity you need. Ideal for investigating recurring issues or patterns.

Live Logs Menu 

The Live Logs page displays real-time messages and events from the device, providing immediate insight into its operation. 

  • Filters: Adjust the severity level (Critical, Error, Warning) or enter text to focus on specific messages. 
  • Automatic Updates: Logs refresh automatically while the device is Connected, giving up-to-the-minute information on device activity. 
  • What It Shows: Includes errors, warnings, system messages, and status changes, helping identify issues as they occur. 
  • Use Cases: 
    • Monitor recent device activity for troubleshooting. 
    • Confirm that recent configuration changes have taken effect. 
    • Detect potential hardware or network issues early. 
    • Track transactions, authentication attempts, or other key events in real time. 
Tip: Combine severity filters with text search to quickly locate specific messages, such as failed transactions or sensor errors. Use Live Logs before contacting support to gather diagnostic information. 

Uploads Menu 

The Uploads menu displays all files the device has sent to GTConnect and provides tools to request additional data or initiate diagnostic actions on the terminal. This page is frequently used for troubleshooting, validating device behavior, or gathering information needed by Support. The upload list shows each file along with its upload time, type, and status. Selecting a file allows you to view its contents directly within GTConnect. Use Refresh at any time to ensure you are viewing the most recent uploads. 

Requestable Files 

You can request several types of files directly from the device. Once generated, they appear in the upload list. 

  • Buttons File
    Retrieves the current button configurations programmed on the device. Useful for verifying function button setups or confirming customized navigation options. 
  • Data Collection File
    Not currently supported by the TimeStar time clock app.  This functionality may become available in future clock models as development continues.   
  • Employee Report File
    Generates a report showing which employees exist on the device. Helpful for confirming whether specific users are loaded and active on the terminal. 
  • Relays File
    Provides information about relay configuration and relay activity, including states and triggers. Used primarily when the terminal controls a bell ringer. 

Action Requests 

In addition to file requests, the Uploads page includes several device actions that can be initiated remotely. When triggered, the device performs the operation and uploads the results or status updates back to GTConnect. 

  • Clear Clockings
    Marks all clockings created before the selected End Date as “sent.” This does not delete clockings—it simply prevents them from being sent by the device. 
  • Delete Downloaded Files
    Not currently supported by the TimeStar time clock app.  This functionality may become available in future clock models as development continues.  
  • NTP Test
    Runs a Network Time Protocol (NTP) test from the device and uploads the results. Used to diagnose time-sync and basic network latency issues. 
  • Resend Clockings
    Marks clockings created after the chosen Start Date as “unsent,” causing the device to retransmit those punches.
Warning: This can generate high network traffic on busy devices.

  • Resend Profiles

     Marks profile updates (e.g., enrollments or employee data changes) created after the selected Start Date as “unsent,” prompting the device to resend them.

Warning: This may also generate significant network activity.
  • Trace Route
    Runs a traceroute from the device to a specified destination. Useful for identifying network routing issues or communication delays

Crash Reports 

Crash Reports provide diagnostic information when a device’s application or firmware encounters an unexpected error. They help identify configuration issues, application failures, and system conditions at the time of the crash.

1. What a Crash Report Includes

  • Device & Software Information 

Shows firmware, application version, hardware details, MAC address, Device ID, and the crash timestamp. 

  • Filesystem Info 

Lists available storage

Tip: Extremely low free space or high usage on / or /mnt/user can cause instability.
  • Memory Info 

Displays RAM usage at crash time.

Tip: Very low free memory may lead to application failures.
  • Exception Details (Most Important Section) 

Shows the exact error that caused the crash, including a Python traceback. 

When to Escalate 

Contact support if: 

  • Crashes repeat across devices 
  • The application will not start 
  • Logs show database or filesystem corruption 
  • The traceback indicates firmware-level failure 

Include the full crash report when escalating. 

Interactive View Menu 

The Interactive View menu allows you to start a remote session with a selected device. This feature lets you view and interact with the device’s user interface in real time, as if you were physically at the terminal. It is especially useful for troubleshooting, guiding end-users, or verifying configuration changes without needing to be on-site. 

Capabilities 

Once connected, you can: 

  • Interact with the device interface, including entering credentials, navigating screens, or simulating button presses. 
  • Verify that configuration changes, updates, or uploads have been successfully applied. 
  • Observe live device behavior to assist users or troubleshoot issues without being physically present.
Important Notes: 
  • Any actions performed in Interactive View take effect immediately on the device. Changes should be made carefully, as they directly impact the terminal. 
  • If a user interacts with the device physically while a remote session is active, those physical actions will override any remote commands made through Interactive View. 
  • Interactive sessions require the device to be online and connected to GTConnect.
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