Submitting Logs and Support Tickets in Cindev Drivers

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When something doesn’t work as expected, you don’t need to manually collect logs or send files back and forth. Cindev drivers include a built-in debug and ticket system that sends the right information directly to DriverCentral Support.

What is Debug Mode?

Debug Mode allows the driver to collect important logs and system details for troubleshooting.

When you turn Debug Mode on, a new property called Debug Actions appears with these options:

  • View Diagnostics – Quick summary of driver information.

  • View Project Hierarchy – Lists all drivers, filenames, and proxies in your project.

  • Create Support Ticket – Prepares logs and fields for Support.

  • Submit Ticket – Sends the information directly to DriverCentral.

Example: View Diagnostics Output

--- General Debug Information ---
- Time: Fri Oct  3 11:10:18 2025
- Driver: hunterdouglas_powerview_v2_hub.c4z
- Version: 20251002
- DriverId: 4487
- OS: 4.1.0.743847-res

--- Driver Statistics ---
- Installed: Oct 01 10:40:19
- Memory: 0.7MiB
- Timers: 5 (Persistence Timer, DriverCentral Timer, PollingTimer, etc.)

--- Current Driver Properties ---
- Debug Mode  =  On
- Driver Status  =  Debug Mode - Standard (30mins)
- Cloud Status  =  Connected to Cloud
- Hub Version  =  PV Hub2.0 - 2.0.1056

 

Note: Your output may vary by driver. You don’t need to interpret this information — Support will use it when troubleshooting.

How to Submit a Support Ticket

  1. Turn on Debug Mode.

  2. Go to Debug Actions → Create Support Ticket.

    • Logging will be enabled for 60 minutes.

    • Two new fields appear: Tech Reply Email and Issue Description.

  3. Enter your email address (where Support should respond).

  4. Enter an Issue Description (short summary of what you did, expected, and observed).

  5. Reproduce the issue.

  6. Go back to Debug Actions → Submit Ticket.

After submitting:

  • A Ticket ID will appear under Driver Status and in the Lua tab.

  • DriverCentral Support will reply to the email you provided.

What Information is Sent?

  • A diagnostic snapshot (same as View Diagnostics)

  • The driver’s debug.txt log (captured during Debug Mode)

  • Driver-specific data (for example: shade ID, position, error codes)

Important: Passwords, API keys, and sensitive information are never included.

Quick Logging Shortcut

From the driver console, type:

  • smarthome → Enables advanced debugging and starts saving logs to disk.

Best Practices

  • Enable Debug Mode just before reproducing the issue, so logs stay clean.

  • Always fill in both Tech Reply Email and Issue Description.

  • If multiple drivers are involved, run View Project Hierarchy first for context.

What Happens Next?

Your information is sent directly to DriverCentral Support. The system tags your ticket with the correct platform and driver, ensuring it reaches the right team. Our support staff then reviews the logs and responds to you by email, saving time and avoiding back-and-forth requests for missing details.

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