Posting Questions

To ensure that your questions gets answered as quickly and accurately as possible, there are several things you can do to help.

Before you post a question:

• Do a quick search of the forum to see if the question has already been answered
• Check other sources of information
• Gather the information you need (see below)

In your post:

• Provide a clear and accurate description of the fault:
  • Software error number (if relevant) or a Screen Shot (see below)
  • What you did to make the problem occur
  • What you observed and what you expected to have happen
  • Was it possible to make the fault occur again ?
  • The results of any testing you have already performed
  • Provide software, firmware and operating system version details
  • Be specific when referring to a unit type. Do not refer to "C-Touch" as there are four variants, all with different properties.
• Provide any pieces of information which appear to be relevant
• Please try to use correct C-Bus terminology (see C-Bus glossary in C:\Clipsal\PICED\Manuals\Advanced Fault Diagnosis.pdf)
• If the problem can be observed in the logs, post an extract of the logs (see below)

Log Files

Log files from the following software may be of use:

• Diagnostic Software
• PICED, HomeGate, Schedule Plus (see help file)
• Colour C-Touch (can be transferred to your PC using the C-Touch Colour Transfer Utility)
• C-Gate, particularly "event level 9" logs (refer to C:\Clipsal\PICED\Manuals\Advanced Fault Diagnosis.pdf)

If you are providing log files, please:

• Make sure that the problem occurred during the period of the logs
• Provide the time that the problem occurred
• Provide an extract of the log around the time the problem occurred (you can use the PICED Log File Filter to get just part of the log)

Screen Shots

To put a Screen Grab in your post:

1. Press the Print Screen button on your keyboard to copy the whole screen or press Alt + Print Screen to copy just the active form or error message. This copies an image of the screen to the Windows clipboard.
2. Open Microsoft Photo Editor (or equivalent). Select Edit | Paste as New Image. Save the image.
3. Attach the image to your post. To insert the image into the post, click on the paper clip icon on the tool bar.

If using the PICED software, there are additional functions which can be used for doing screen grabs:

• Select File | Report | Save Screen or File | Report | Save Screen with Border to save just the project screen to a file
• The Transfer | Transfer C-Touch Display menu item can be used for transferring the display of a Black and White C-Touch, which can then be captured by doing a Screen Grab.
• The CTC Client software (supplied with PICED) has the ability to do a screen grab on a Colour C-Touch and to transfer the file to your computer.