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Intro

When something’s wrong on a wall panel, or Zendo support asks for one, send a diagnostics report from the panel. It gives Zendo support the details they need to find out what’s wrong. “Send Diagnostics Report” is only on wall panels.

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Send a report

On the wall panel:
  1. Tap
  2. Tap “Settings”, and enter the admin code if Zendo asks for it
  3. Tap “Help & Support”
  4. Tap “Send Diagnostics Report”
  5. Tap “Send Report”.
While the panel sends the report, it shows “Sending the report…” and “This can take a minute or two.”

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Give the code to support

When the report is sent, the panel shows a code, such as 7K3Q-XM2P-9TRB, and a QR code, with “Please give this code to support, so they can find your report.” Give the code to Zendo support, or to whoever looks after Zendo at your property, such as your installer. You can also scan the QR code with a phone: the page it opens lets you email the report’s link to Zendo support. Write down the code, or scan the QR code, before you tap “Done”. The panel doesn’t show the code again.

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What’s in a report

A report has the panel’s details, its network (such as the Wi-Fi name and addresses) and its recent logs. Passwords and sign-in tokens are removed before it’s sent. Only Zendo support can read the report, and it’s deleted after 30 days.

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If the report isn’t sent

The panel shows what went wrong, with a “Try Again” button:
  • “No internet connection”: check the panel’s network connection, then try again.
  • “Too many reports right now”: wait, then try again. The panel says how long to wait, when it knows.
  • “Report not received”: try again. If it keeps happening, contact Zendo support.
  • “Report not sent”: try again.