Diagnostics procedure

This document describes the UPDD diagnostics procedure used to gather information that will help us diagnose issues you may be having with the driver.

This procedure is normally invoked from the UPDD Console (release 566 and above).

Alternatively, it can also be invoked via the command line interface, as described here and the UPDD Test program (released late 2023) can also invoke the diagnostic procedure whilst reproducing the issue within the test program.

For Linux users, invocation of the diagnostics routine is clarified here. The Diagnostic option will be enabled if there is a connection to the driver.

Since release 675 there is also an option to periodically invoke diagnostics as a background task that can be used to help identify touch issues that occur intermittently, especially on user facing systems rather than in a test environment.

Three setting are used by the diagnostics daemon process:

 log.periodic_diagnostic_folder_retention_days Specifies a retention period for content generated by the periodic_diagnostic function see log.periodic_diagnostic_minutes below.
 log.periodic_diagnostic_folder Specifies an alternate folder to deliver content generated by the periodic_diagnostic function see log.periodic_diagnostic_minutes below.

There is an implied default of %DESKTOP%

 log.periodic_diagnostic_folder_minutes If set to a non zero value then UPDD will perform a non-interactive diagnostic dump periodically at an interval of the number of minutes given in this setting.

The dumps will be written to the logged in user's Desktop folder in a sub folder updd_diagnostics

Note: this can create a lot of data specially if a small interval is used

A change of this setting requires a restart of UPDD Daemon to become effective as discussed in this section or by rebooting the system.

The diagnostic procedure tries to gather as much information as possible on a failing system that will help us diagnose the problem.

You will need a keyboard or mouse to proceed through the various steps. You can cancel out of the application procedure at anytime using standard 'cancel' keystrokes relative to the OS, such as Esc on Windows system.

Initially, it will gather some system and driver configuration and debug information:

Data capture

The 'Analyzing' process gathers system information, HID Report descriptor details and various driver logs.

The data capture process will attempt to read and store raw data that will indicate if any data is coming from the controller and, if there is, allow us to view and analyse the raw data.

In cases whereby we just need to capture predetermined fixed data, we ask that you trace the lines shown in the screen image below. Using your fingers, you just trace the pattern over the entire touch screen (not over the actual image),

However, if you are reporting strange, unexpected drawing, we would like you to reproduce the free-form drawing within UPDD Test at the same time as capturing the data in the diagnostics procedure, as described here.

Fixed data capture

You are requested to draw a 'single touch' pattern on all connected touch screens and select Done when completed
(the image is only displayed on the main monitor, and you trace the pattern on each touch monitor and select Done).

You are now requested to draw with two fingers on all connected touch screens and select Done when completed.  Ignore if you have a single-touch touch monitor and select Done.
(the image is only displayed on the main monitor, but you trace the pattern on each multitouch touch monitor and select Done).

Finally, you are requested to send the resultant file to us at support@touch-base.com for analysis.

Free-form data capture

In this instance it is useful if you draw within UPDD Test, so you can see the drawing issue as it occurs and then stop the data capture process and send a screenshot of the test dialog along with the diagnostics file.

To do this, run up test and the diagnostics procedure and wait until you are asked to draw the pattern:

Select the 'Full Screen' option on the test dialog and draw on the screen until you observe the drawing issue.

Now take a screenshot of the test window and 'Exit Full Screen' and select 'Done' twice until you are instructed to email the file:

Send both the screenshot and the UPDD_diagnostic file.

This will allow us to analyse the captured data against the pattern drawn within test.