Appendix:
Technical Support Request Information Checklist | Category | Required Information |
|---|---|
| Asset & Scenario | Model, Serial Number (SN), software/hardware versions, operating mode, network topology, customer OS, ROS 2 / RMW / Domain ID. |
| Timestamp & Reproduction | Start and end time (with timezone), minimal reproducible commands, parameters, Shell environment/ownership, and reproduction count. |
| Execution Results & ROS 2 | Expected vs. actual behavior, exit code, full error stack/messages, Topic/Service types, QoS profile, and endpoint counts. |
| System Data & Resources | run ID, log directory, MCAP file size/duration/Topic list/frame counts, CPU utilization, temperature, disk usage, and source-side frame rate. |
| Recovery & OTA | Action steps already executed, status before/after recovery, active recording/motion state during issue; OTA package name, source, hash digest, pre/post-upgrade versions, and screenshots. |
Note
- A PASS status in the health snapshot output does NOT constitute qualified verification of all operational system functions.
- If the output indicates WARN or FAIL, a targeted analysis must be conducted in conjunction with the specific components and interfaces invoked by the active task.
- Prior to submitting any logs, snapshots, or screenshots, manual review and data sanitization are mandatory. Restarting the system, installing unapproved tools, modifying file permissions, or invoking control interfaces solely to complete a report is strictly prohibited.
WARNING
Prohibited Information:
- Passwords
- Private keys
- Bearer tokens
- Authorization headers
- Proprietary customer business data
- Personally Identifiable Information (PII)
- Unapproved network topology details