plugable.com Open in urlscan Pro
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Form analysis
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PLUGDEBUG

The Plugable Debug Tool is designed to collect system information and logs to
help us quickly diagnose device and software problems in detail.


BEST PRACTICES WHEN COLLECTING DIAGNOSTIC LOGS

 * Run the tool soon after the problem has occurred so that the problem is
   easier for us to find in recent logs
 * If possible, have the problematic device connected at the time PlugDebug is
   running


WHAT INFORMATION IS PLUGDEBUG GATHERING AND HOW?

We value respecting your privacy and giving you insight into what data you're
sharing with us.

Click Here to Read More

PlugDebug for Windows gathers the following system information:

 * PC and OS Spec and other system information
 * USB devices currently connected to the PC
 * Bluetooth devices in range of the PC
 * Installed software
 * Recent history of devices plugged in to PC
 * Crash dumps
 * Driver installation history
 * Current driver store packages
 * Network adapter information
 * DirectX Diagnostic information
 * DisplayLink devices connected to the PC and status
 * Extended Display Identification Data (EDID)
 * Hard Drive SMART Data
 * DisplayLink debug logs
 * DisplayLink registry settings
 * Power configuration information

PlugDebug for macOS gathers the following system information:

 * Hardware and OS Spec and other system information
 * Full System Profile as shown by Apple System Profiler
 * Loaded kernel modules
 * USB devices currently connected to the PC
 * Network adapter information
 * DisplayLink Software installed
 * DisplayLink devices connected to the Mac and status

PlugDebug for Linux gathers the following system information:

 * General System Information (Distro version, kernel version, etc)
 * Connected USB Devices
 * Connected PCI Devices
 * Bluetooth devices in range of the PC
 * Loaded Kernel Modules
 * Drive Information
 * Display Information
 * Network Settings
 * Installed Packages

PlugDebug gathers this information primarily by running commands that are built
into various operating systems, and packaging the data into a .zip container.
However, on Windows, some freeware utilities are also used, which are credited
below.

CREDITS AND THANKS

We use the following NirSoft utilities in the Windows version of PlugDebug:

 * BlueScreenView
 * BluetoothView
 * DevManView
 * InstalledDriversList
 * MonitorInfoView
 * MultiMonitorTool
 * MyUninstaller
 * USBDeview

We’d like to thank Nirsoft for their wonderful software. Without them this tool
would have taken considerably longer to develop.

We also bundle a Windows binary of smartctl from the smartmontools project.

The file generated by PlugDebug is a standard compressed file format that can be
extracted by common decrompression tools. Most of the contents are in a
plain-text formats with the exception of certain files such as a DisplayLink log
which is in an encrypted format, and a system log from macOS devices which is
also sent in a plain-text format.


DOWNLOAD AND INSTRUCTIONS

Windows

 1. Download PlugDebug for Windows
    * If you encounter issues running the program, try this previous release
      instead
 2. Run the downloaded program. The program name will be similar to
    Plugdebug-Win32-version_number.exe
 3. For networking issues, please check the "Allow PlugDebug to gather advanced
    network connection info" option
 4. Click the "Start" button in PlugDebug
 5. After a few minutes a .zip file will be created on your desktop, the name of
    the file will contain the name of your PC, the date, and the time
    * Example: DESKTOP-Q4I44IO_20200929_163015.zip
 6. Follow the process for sending log files

macOS

 1. Download the PlugDebug version appropriate for your version of macOS/OS X
    version
    * Download PlugDebug for macOS 10.7 and above
    * Download PlugDebug for OS X 10.6
 2. Double-click on the .zip file to extract it
 3. Hold the Control key while left-clicking on the app, then click "Open" in
    the context menu that appears. If prompted by Gatekeeper, click "Open" in
    the prompt that appears.
 4. Click the "Start" button in PlugDebug
 5. After a few minutes (it may take several minutes) a .zip file will be
    created on your desktop, the name of the file will contain the name of your
    PC, the date, and the time
    * Example: iMac.local_20200929_163015.zip
 6. Follow the process for sending log files

Note: If PlugDebug does not run, please click the button below to follow the
steps for generating an Apple System Report.

Generate System Report

If PlugDebug will not run on your Mac system, please follow these steps to
generate a System Report file:

 1. Navigate to the Apple Menu › About This Mac
 2. From the window that appears, click on the ‘System Report’ button.
 3. A System Information window will appear. From the application menu bar,
    click on File › Save… to save the information to a file
 4. Email the file you just saved to support@plugable.com along with a brief
    summary of your issue. Please include either your support ticket number (if
    you have one) or Amazon Order ID and what product you are requesting support
    for.

Linux

 1. PlugDebug is currently known to work on Ubuntu, Debian, Arch, Fedora, and
    Red Hat Linux distros
 2. Download the PlugDebug version appropriate for your PC
    * Download PlugDebug for Linux 64-bit (x86_64)
    * Download PlugDebug for Linux 32-bit (i686)
 3. Make sure to enable execute permissions on the file
 4. Double-click on the .run file, and select "Run in Terminal" if prompted
 5. Click the "Start" button in PlugDebug
 6. After a few minutes a .zip file will be created on your desktop, the name of
    the file will contain the name of your PC, the date, and the time
    * Example: tux4life_20200929_163015.zip
 7. Follow the process for sending log files


SENDING LOG FILES

If you've already contacted us about an issue

Please send us the .zip file that is created by our PlugDebug program and saved
to your desktop via email directly to our support address, support@plugable.com,
by adding it as an attachment.

If you know your support ticket number, but haven't reached out to us via email
yet, please put “For ticket #xxxxxx” in the subject line. If you aren't sure
what your ticket number is, please put the name of the person who has been
helping you so they receive the file.

If you haven't contacted our support about an issue

Just email support@plugable.com and attach the .zip file created by PlugDebug
that will be placed on your desktop, along with a brief summary of your issue.

Additionally, please include the order number from wherever you purchased your
Plugable product.

Please Note: If you have contacted us through Amazon Marketplace, you will need
to start a new email communication with us through support@plugable.com as
Amazon removes attachments and links from communication made through their
messaging system.

Some email clients may prevent sending the .zip file. Often times, this issue
can be bypassed by changing the file extension. For example, changing the
PlugDebug file from DESKTOP-F022QRL-20200929_163020.zip to
DESKTOP-F022QRL-20200929_163020.zip.pdf

We'll analyze the logs and get back to you as soon as possible with more
information. Thanks for your patience while we work to help!

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